Benefits:

401(k)

401(k) matching

Dental insurance

Employee discounts

Health insurance

Paid time off

Vision insurance

Wellness resources

Position: Member Experience Manager

Job Type: Full-time

Location: FFC West Loop

Compensation: $50,000-$60,000 salary based on experience

The Role:

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. You will oversee all aspects of customer service including, but not limited to, managing the front desk, interviewing, hiring, training staff, and more.

What You’ll Do:

Provide a clean, safe, and healthy environment for members, guests, and co-workers

Management of the Customer Service, Front Desk, Spa Desk

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

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

Fun Squad / Community

Create ongoing events and initiatives that create a fun environment for our members and staff

Create ongoing events that target similar minded members to create a sense of community

Meet and exceed Individual and Departmental Goals as assigned by General Manager

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 space

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

Additional duties as assigned by General Manager

Preferred 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

What We Offer:

Insurance - Medical, Dental and Vision insurance through UnitedHealthcare

Company-paid Life Insurance

401K - with company match

Professional Development Reimbursement - FFC will match 50% of the cost for an activity up to a maximum reimbursement amount of $200 allowed during the calendar year. We encourage our staff to diversify their educational development. This benefit becomes effective after 90 days of employment

We provide fitness instructor training and significant discounts on these educational programs (Pilates, Group Fitness, Personal Trainer, Yoga)

Other Perks of Working at FFC:

Complimentary Club Membership to use any of our FFC locations!

Open Door Policy - Your managers and the corporate team all have an open door policy

Diverse and Inclusive Culture - Our team is composed of people from different walks of life who bring their thoughts, ideas, and perspectives to form a welcoming environment

25% discounts on Spa, Retail, and Fitness classes for all employees

Employee appreciation programs

Various fringe benefits such as Nationwide Pet Insurance, Ventra Benefit Program (pre-tax dollars), T-Mobile Unlimited Talk, Text, and Data, phone plans for only $30 per line (up to 4 lines) and more