The Member Experience Manager is responsible for leading and motivating the Customer Service team, who will inspire, guide and help members achieve their health and fitness goals by encouraging their involvement through our best-in-class people, programs and services.
Prime Directive: To get and keep members and deliver outstanding results.
Essential Duties and Responsibilities:
Provide a clean, safe and healthy environment for members, guests and co-workers.
Every staff member, regardless of position, has a primary and urgent responsibility to clean and disinfect all club components as they are used by members and guests and yourself.
As a team member manager, assist with the opening and closing of the club on a team rotational basis.
Management of the Customer Service and Front Desk experience
Interviewing, hiring, training, scheduling and coaching staff
Spend significant amount of time at the desk, especially during prime times, to ensure members are receiving our Superior Service
Handling of all Member Cancellations for your club
Personally handling in-person, phone and email requests in a way that provides an exceptional member experience and also saves as many members as possible
Reviewing all metrics and preparing game plans to improve Retention
Coordination of Member Integration
Work with Membership Director and Fitness Director, as well as their teams, to maximize member integration as proactive retention strategy
Tracking NMFCs, NJSs and other pertinent integration data
Management of Kids Club
Interviewing, hiring, training, scheduling and coaching staff
Ensuring the experience of children and their parents is in line with our Core Value of Superior Service
Collection of Past Due Balances
Utilize Aging Report and other info to collect and minimize outstanding balances
Convert members from debit card to checking account EFT whenever possible
Meet and exceed Individual and Departmental Goals as assigned by General Manager and/or VP of Operations
Ensure communication materials with team are up-to-date
Develop annual departmental budget with General Manager
Set-up and maintain standards of cleanliness for Customer Service staff, Front Desk and office
Process all paperwork in a timely and accurate manner
Attend all department head meetings, team meetings and training sessions
Represent FFC at community events such as festivals, open houses, Chamber of Commerce events, etc.
Compile, maintain and present (as needed) weekly and monthly reports to General Manager and/or VP of Operations
Additional duties as assigned by General Manager and/or VP of Operations
Qualifications:
2-5 years of previous management experience
Excellent leadership and motivation skills
Passion for health and fitness
High-level verbal and written communication ability
Ability to work during “Closeout” (last 3 days of every month, or other more relevant dates as needed)
Strong working knowledge of Excel, Google Docs and email
Ability to walk up and down stairs and lift a minimum of 10 lbs. with or without reasonable accommodation
Benefit Highlights:
Medical, Dental, Vision
401k
Paid Time Off
Complimentary Club Membership
Discounts on spa, fitness, and retail