Community Lead

About the company

Plural Clubhouse is a private lifestyle destination in Umalas, Bali, bringing together athletic performance, fitness, wellness, recovery, hospitality, and social experiences in one space. We are building a community where members can connect, grow, and experience a well-rounded lifestyle in a professional and welcoming environment.

Your tasks

About the Role We are looking for a Community Lead to oversee membership operations, front-of-house management, and member relationships at Plural Clubhouse. This is a leadership role for someone who understands that exceptional member experience goes beyond friendly service. You will be responsible for leading the Member Experience team, maintaining service standards, managing member relationships, and ensuring smooth membership operations. The ideal candidate comes from a hospitality, private members' club, or premium lifestyle background, with strong leadership, communication, and decision-making abilities.

Membership Operations

• Oversee membership inquiries, applications, onboarding, and tours.
• Monitor membership conversions, renewals, and cancellations.
• Ensure membership procedures and policies are properly followed.
• Maintain accurate membership records and documentation.

Member Relations & Experience

• Act as the primary point of contact for escalated member concerns.
• Handle complaints and sensitive situations professionally.
• Build and maintain strong relationships with members.
• Monitor member satisfaction and identify opportunities to improve the experience.
• Maintain consistent and professional communication across all member touchpoints.

Team Leadership & Front-of-House Management

• Lead and supervise the Member Experience team.
• Establish and maintain front-of-house service standards.
• Train team members on communication, procedures, and membership policies.
• Monitor employee performance, accountability, and daily responsibilities.
• Coordinate staffing requirements with Operations & Administration.

Community Engagement

• Build meaningful relationships within the membership community.
• Identify opportunities for member engagement and retention.
• Support community initiatives, activities, and member gatherings.
• Collaborate with the Brand Operations team on relevant community activities.

Reporting & Accountability

• Provide weekly reports on membership performance.
• Track membership conversions, renewals, and cancellations.
• Report recurring member concerns, feedback, and improvement opportunities.
• Maintain clear records of outstanding member-related issues.
• Ensure team responsibilities and deadlines are completed.

Requirements

• Minimum 3 years of relevant experience in hospitality, membership services, guest relations, or customer experience.
• Previous team leadership or supervisory experience.
• Strong English communication skills, both written and verbal.
• Professional presentation and excellent interpersonal skills.
• Strong problem-solving and decision-making abilities.
• Ability to handle complaints and sensitive situations independently.
• Strong organizational and administrative skills.
• Comfortable using CRM systems and digital management tools.

Preferred Qualifications

• Experience in private members' clubs, boutique hospitality, or premium lifestyle environments.
• Experience managing membership-based businesses.
• Understanding of Bali's international and professional community.
• Experience in member retention and relationship management.

The Ideal Candidate We are not looking for someone who simply provides friendly customer service. We are looking for someone who understands how to manage relationships, maintain standards, make sound decisions, and lead a team independently. You should be confident communicating with international members, composed when handling difficult situations, commercially aware, and capable of representing Plural Clubhouse professionally. Most importantly, you understand the balance between delivering exceptional member experiences and maintaining company policies and operational standards. If you are a confident leader who takes ownership, values professionalism, and knows how to build a strong community, we would like to hear from you.

Skills: Community Operation, Game Community Operation, Teamwork, Music Community Operation, Community Engagement, Google Analytics, Community Building, Microsoft Office, Offline Community Operation, Social Media

Other

WE ARE HIRING · COMMUNITY LEAD Plural Clubhouse | Umalas, Bali Department: Member Experience & Community Employment Type: Full-Time Reports To: Founder / Creative Director