Back Office Manager (Customer Service)
SEVENJobsCloseBy Editorial Insights
SEVEN is seeking a Back Office Manager (Customer Service) to oversee all non‑member-facing operations at the Dubai wellness club, ensuring smooth membership administration, payments, bookings, and service coordination while sustaining accuracy and compliance. The ideal candidate has 4–6 years in customer service or back‑office management, leadership experience, and a background in wellness, fitness, spa, or hospitality. Proficiency with CRM and booking systems, strong reporting skills, and a proven ability to improve processes and team performance are essential. Emphasize achievements in member satisfaction, churn reduction, and efficiency. To apply, tailor your resume and a brief cover letter to SEVEN’s collaborative, data‑driven culture, and highlight readiness for onsite Dubai work and cross‑functional collaboration.
The Customer Relations Back Office Manager is responsible for overseeing all non-member-facing customer service operations of the wellness club. This role ensures smooth administrative support for memberships, billing, bookings, and service coordination, enabling an exceptional member experience while maintaining accuracy, compliance, and operational efficiency. Key Responsibilities and Expectations: • Manage back-office operations supporting front desk, coaches, therapists, and member services teams • Oversee membership administration, including contracts, renewals, freezes, upgrades, and cancellations • Ensure accurate processing of payments, invoices, refunds, and coordination with the finance team • Monitor booking systems for classes, personal training, wellness treatments, and facilities usage • Handle back-office resolution of member complaints and escalations • Maintain accurate member records in CRM and club management systems • Prepare operational and customer service reports (attendance, utilization, churn, service trends) • Coordinate with sales, fitness, wellness, and operations teams to ensure service continuity • Ensure compliance with company policies, data protection, and health & safety documentation • Improve internal workflows related to member onboarding, service delivery, and retention • Manage and coach back-office customer service staff • Support audits, internal controls, and system enhancements Skills and Competencies • Strong understanding of customer service operations in wellness, fitness, or hospitality environments • High attention to detail and administrative accuracy • Strong coordination and people management skills • Ability to work in a fast-paced, member-centric environment • Analytical and reporting skills • Proficiency in CRM, membership management, and booking systems • Excellent written and verbal communication skills • Fluent in English