Reception & Member Experience Coordinator

Two brands. One team. ROVA Health is what happens when two established names in health and wellbeing stop running in parallel and start moving together. Built on over a century of Westfield Health Group heritage and driven by the belief that the way people live, work, and recover has fundamentally changed, we exist to do something about it. This is a platform with purpose, built by people who care about getting it right. If you're joining us, you're not just starting a new job. You're helping navigate what comes next.

MEMBER EXPERIENCE COORDINATOR

Navigate the unknown as a ROVA Member Experience Specialist.

This role is the front door of the ROVA experience. You’ll coordinate the day-to-day delivery and continuous improvement of front of house at a secure international site, making sure every member is welcomed, looked after and pointed in the right direction from the moment they arrive.

Working in close partnership with site leadership, you’ll lead the Member Experience team, own the processes that keep the site running smoothly, from onboarding new members to keeping every department talking to each other, and set the tone for outstanding service. You notice the small things. That’s exactly the point.

THE ROLE

Location: Brussels, Belgium

Language Requirements: Fluent English + French

Salary: 2800 - 3100 EUR depending on experience

Contract Type: 12 months, full time (38 hours per week)

WHAT YOU BRING

→ Minimum high school diploma. A customer service or hospitality qualification is a plus.

→ Experience delivering services in a customer-focused environment, ideally within corporate fitness or workplace wellbeing.

→ Experience coordinating day-to-day operations and working towards participation, utilisation or service targets.

→ A track record of improving service delivery and customer experience, using data and feedback to do it.

→ Strong organisational and planning skills, with the ability to juggle multiple priorities.

→ Calm and self-aware under pressure, reading how people are feeling and adjusting your approach.

→ A natural role model who sets high standards of service and professionalism.

→ Clear, professional communication with members, colleagues and stakeholders.

→ Proactive ownership: you resolve day-to-day issues within your authority and escalate where needed.

→ Adaptability: you stay positive when priorities shift and help the team adopt new ways of working.

DUTIES AND RESPONSIBILITIES

01 Own the welcome

→ Deliver exceptional, consistent experiences for every member, delegate and guest.

→ Coordinate member onboarding, including facility tours and introductions to our services.

→ Build positive relationships with members and stakeholders, welcoming an international community in English and French.

→ Respond to feedback quickly and specifically, and use it to improve the service.

02 Run the front of house brilliantly

→ Coordinate the day-to-day delivery of front of house services.

→ Apply security and access control procedures at every entry, including membership eligibility checks and visitor registration.

→ Maintain compliance, safety and operational standards, and know the site’s emergency and evacuation procedures inside out.

→ Handle personal and member information with discretion, and keep communication flowing between every department on site.

03 Lead and build the team

→ Lead the reception team and plan rotas and cover so the desk is always staffed to standard.

→ Provide day-to-day guidance to colleagues and contractors.

→ Support onboarding and training so every new team member knows what great looks like.

→ Act as a role model for ROVA’s values and create a positive, inclusive and supportive working environment.

04 Perform to your best

→ Support the achievement of participation, utilisation and engagement targets.

→ Monitor performance data and know what it’s telling you.

→ Monitor service quality and resolve operational issues before they become member issues.

→ Contribute to departmental and business objectives through effective team management.

05 Keep raising the bar

→ Identify opportunities for improvement without waiting to be asked.

→ Review reception workflows and make them simpler for members and the team.

→ Support the implementation of new initiatives and share best practice across teams.

→ Work closely with site management and ROVA’s account team, sharing feedback and usage insights.

WHAT HAPPENS NEXT

→ The Hiring Manager will review your application.

→ You will have a formal interview.

→ Offer made.

→ ID and HR Checks.