Back Office Manager (Customer Service)

The Customer Relations Back Office Manager is responsible for overseeing all non-member-facing customer service operations of the wellness club. This role ensures smooth administrative support for memberships billing bookings and service coordination enabling an exceptional member experience while maintaining accuracy compliance and operational efficiency.Key Responsibilities and Expectations: Manage back-office operations supporting front desk coaches therapists and member services teams Oversee membership administration including contracts renewals freezes upgrades and cancellations Ensure accurate processing of payments invoices refunds and coordination with the finance team Monitor booking systems for classes personal training wellness treatments and facilities usage Handle back-office resolution of member complaints and escalations Maintain accurate member records in CRM and club management systems Prepare operational and customer service reports (attendance utilization churn service trends) Coordinate with sales fitness wellness and operations teams to ensure service continuity Ensure compliance with company policies data protection and health & safety documentation Improve internal workflows related to member onboarding service delivery and retention Manage and coach back-office customer service staff Support audits internal controls and system enhancementsSkills and Competencies Strong understanding of customer service operations in wellness fitness or hospitality environments High attention to detail and administrative accuracy Strong coordination and people management skills Ability to work in a fast-paced member-centric environment Analytical and reporting skills Proficiency in CRM membership management and booking systems Excellent written and verbal communication skills Fluent in EnglishRequirements Bachelors degree in Business Administration Hospitality or related field 46 years of experience in customer service operations or back-office management Experience in a wellness club fitness center spa or hospitality setting is highly preferred Team leadership experience is requiredBenefitsCompetitive Salary: Based on experience and role responsibilities Club Access: Full access to SEVEN Wellness Club facilities and classesF&B Discount: 50% off all in-house food and beverage items at The Dose by SilvenaCareer Growth: Opportunities to grow across SEVENs expanding group of brandsSupportive Culture: A team-oriented environment that values initiative professionalism and well-being Key Skills Business Intelligence,Bidding,Accounts Assistant Credit Control,Account Development,Content Development,Lab Testing Employment Type : Full Time Experience: years Vacancy: 1 Monthly Salary Salary: 6000 - 6000