Konrad K
Membership & Customer Experience Manager
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About
Commercially driven Membership & Customer Experience Manager with proven success in exceeding membership targets, leading high-performing teams and delivering exceptional customer experiences within a premium private members' club. Currently reporting directly to the Chief Operating Officer, responsible for membership growth, commercial reporting, KPI delivery, member retention and operational performance. Recognised for consistently exceeding membership targets, strengthening member loyalty through effective relationship management and delivering high-engagement events.
Experience
Members Relations Manager - Club OCHO - Cheltenham
(2025-11)
Reporting directly to the Chief Operating Officer within a premium private members club, leading customer experience, membership growth and operational performance.
- Lead and coach a team of 3 Hosts.
- Exceed monthly membership KPIs through proactive sales and relationship management.
- Recruit an average of 16 new members per month.
- Deliver exceptional onboarding experiences.
- Produce commercial reports for senior leadership.
- Analyse sales performance and KPIs.
- Resolve complex member issues and complaints.
- Coordinate premium member events.
- Utilise Lightspeed, Pipedrive, Join It and Sign In systems.
Receptionist - Hotel du Vin - Cheltenham
(2024-11 - 2025-10)
- Delivered exceptional customer service within a luxury hotel environment.
- Managed guest arrivals and departures.
- Processed reservations and payments.
- Responded to customer enquiries by telephone and email.
- Maintained high operational and service standards.
Receptionist - Roomsbooked.com - Gloucester
(2024-05 - 2024-10)
- Managed reservations and guest enquiries.
- Processed online bookings and payments.
- Delivered excellent customer service.
- Maintained accurate booking records.
- Worked efficiently within a fast-paced environment.
Support Worker / Senior Healthcare Assistant - Various employers - Gloucester
(2019 - 2024)
Developed strong communication, leadership and problem-solving skills while supporting individuals with complex physical and mental health needs.
- Supporting vulnerable adults.
- Managing challenging situations calmly and professionally.
- Building strong relationships with clients and families.
- Working as part of multidisciplinary teams.
- Maintaining accurate documentation and reports.
Education
Occupation - Pharmacy - School of Technical and General Education in Chorzow
Occupation - Management and production engineering - Silesian Univeristy of Technology in Gliwice
Occupation - Electronics technican - School of Electrical and Electronic M. Curie-Skłodowskiej in Bytom
