Membership Experience Executive

About Panthera

Panthera is a boutique combat sports and conditioning gym built around expert coaching, a welcoming community, and high standards. Whether someone is stepping into a gym for the very first time or preparing for competition, we believe every interaction should leave them feeling supported, valued, and excited to come back.

As our Member Experience Executive, you'll be the first person our members and prospective clients meet and will play an important role in shaping their experience. This role combines hospitality, client engagement, sales, and administration to help deliver the premium experience Panthera is known for.

Key Responsibilities

1. Client Experience & Sales

• Handle walk-in, phone, WhatsApp, email, and social media enquiries about memberships, classes, and programmes.
• Guide prospective members through trial sessions and membership options.
• Follow up with leads and trial members to convert enquiries into memberships.
• Support membership renewals and recommend suitable classes, packages, and services based on members goals.
• Build positive relationships with members and contribute to a friendly, community-focused gym culture.

2. Front of House Operations

• Ensure reception, lounge, and common areas remain clean, organised, and welcoming throughout the day.
• Prepare the gym for daily operations and ensure facilities are presentation-ready before classes begin.
• Assist members with class bookings, schedule enquiries, and day-to-day requests.
• Monitor stock levels for retail items and front desk supplies, and report replenishment needs.
• Proactively identify and report any maintenance, cleanliness, or operational issues.

3. Administration

• Maintain accurate records of memberships, sales, bookings, and client enquiries.
• Process payments and membership registrations accurately.
• Prepare regular sales and operational reports for management.
• Support general administrative tasks that help ensure the smooth running of the gym.

What We're Looking For

• Friendly, approachable, and confident communicating with people from all backgrounds.
• Organised, reliable, and able to manage multiple tasks in a fast-paced environment.
• Proactive and willing to take ownership rather than waiting to be told what to do.
• Detail-oriented and committed to maintaining high standards of presentation and cleanliness.
• Comfortable with sales and enjoys helping people find the right solution for their goals.
• Eager to learn and grow as part of a small, collaborative team.

Requirements

• Fluent in spoken and written English.
• Proficiency in spoken and written Mandarin is a strong advantage.
• Previous experience in customer service, hospitality, retail, administration, or sales is an advantage, but not essential. We welcome candidates with the right attitude who are eager to learn.

Success In This Role

• Every visitor receives a warm, professional welcome.
• Prospective members feel informed, supported, and excited to join Panthera.
• The gym consistently reflects Panthera's premium standards of cleanliness and organisation.
• Administrative tasks are completed accurately and on time.
• Members enjoy being part of a welcoming community and look forward to coming back.

Employment Details

• Employment Type: Full-time, contract
• Salary: Competitive base + commission
• Location: Panthera Combat & Conditioning, Chow Kit, Kuala Lumpur
• Working Hours: Shifts will be scheduled within Panthera's operating hours and will include evenings, weekends, and public holidays.
• Reporting To: Management Team

Benefits

• Complimentary Panthera gym membership
• Staff discounts on merchandise and selected services
• Opportunities for training and career development
• Be part of a close-knit, high-performing team in a growing boutique fitness brand

Why Join Panthera

At Panthera, you'll be part of a growing boutique fitness brand where quality matters more than quantity. If you're someone who loves working with people, takes pride in doing things well, and wants to build a career in hospitality, fitness, or client experience, we'd love to hear from you.