Planet Fitness is looking for a Member Liaison Officer (MLO) who will be responsible for delivering an exceptional member experience by assisting members, resolving queries, supporting retention and ensuring a welcoming, professional club environment.
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Welcome and assist members in a friendly and professional manner.
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Handle member queries, complaints and service requests efficiently.
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Build strong relationships with members and promote a positive club experience.
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Support member onboarding, inductions and follow-ups.
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Assist with member retention, cancellation prevention and win-back initiatives.
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Gather member feedback and escalate concerns where required.
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Promote Planet Fitness services, programmes, referrals and relevant products.
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Encourage member engagement with club activities and the Planet Play App.
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Assist with member events, challenges and community initiatives.
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Monitor and maintain high service and presentation standards within the club.
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Work closely with Reception, Sales, Operations, Maintenance and Cleaning teams.
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Ensure member information and records are accurately maintained.
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Assist with service recovery and ensure member concerns are resolved within required timeframes.
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Support the Club General Manager with member experience initiatives and reporting.
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Ensure all company policies, procedures and service standards are followed.
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Grade 12 or equivalent.
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Previous customer service, hospitality, retail, fitness or similar experience preferred.
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Strong communication and interpersonal skills.
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Excellent customer service skills.
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Ability to handle difficult situations professionally.
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Strong organisational and problem-solving skills.
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Computer literate and comfortable using digital systems.
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Reliable and able to work flexible hours, weekends and public holidays.
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Customer Service & Hospitality
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Communication
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Relationship Building
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Problem Solving
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Teamwork
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Attention to Detail
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Conflict Resolution
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Professionalism
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Member Retention
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Sales & Commercial Awareness
if you are interested in this role, please send your CV to [email protected]
If you gave not received feedback within 14 days please consider your application unsuccessfull.
