Retention Specialist – Member Experience

Retention Specialist – Member Experience

Saint Haven | Melbourne | Full-Time

About Saint Haven

Saint Haven is redefining luxury wellness, bringing together world-class wellness, performance, recovery and hospitality within our private members clubs.

As we continue to grow across Melbourne and Sydney, we’re looking for a Retention Specialist to join our Member Retention team and help keep our members connected, engaged and getting the most from their Saint Haven experience.

The Role

Reporting to the Head of Retention, you’ll proactively connect with members whose club visitation has declined, understand what’s driving their disengagement and find genuine ways to reconnect them with their membership.

You’ll also support members with outstanding membership payments, approaching every conversation with empathy, discretion and the premium level of service Saint Haven is known for.

This isn’t about transactional call scripts. It’s about building relationships, listening and making members feel genuinely known and valued.

What You’ll Do

• Proactively contact members whose club visitation has declined.

• Have genuine, relationship-led conversations to understand barriers to engagement.

• Reconnect members with classes, Performance Coaching, Haven, massage, IV services and the wider Saint Haven experience.

• Identify members at risk of cancellation and escalate service concerns appropriately.

• Manage membership arrears sensitively and professionally.

• Maintain accurate CRM records, follow-ups and member feedback.

• Work closely with the Head of Retention to identify trends and opportunities to improve member engagement.

• Work towards daily outreach targets while maintaining a high-touch member experience.

About You

You may come from premium hospitality, luxury retail, membership services, wellness, customer experience or relationship-based sales.

You’ll have a warm and confident phone manner, strong emotional intelligence and the ability to build rapport quickly. You’re comfortable navigating sensitive conversations, working towards targets and following through on every member interaction.

Above all, you’ll be relationship-driven, commercially aware and genuinely passionate about delivering an exceptional member experience.

Why Saint Haven?

Join one of Australia’s most exciting luxury wellness brands during a period of significant growth, with genuine opportunities to develop your career as our club network expands.

Enjoy an exclusive Saint Haven membership, paid parental leave, birthday leave and the opportunity to work within an environment unlike anything else in the Australian wellness market.

If you know how to turn a conversation into a genuine connection, we’d love to hear from you.