Benefits:

Employee discounts

Paid time off

Training & development

Position Summary

Gold’s Gym PNW is seeking a dynamic Member Services Manager to lead our dedicated Member service team. As the Member Services Manager, you are responsible for cultivating a motivating, authentic, and passionate club culture that champions both our members and team members. Your leadership will inspire your team to consistently deliver exceptional member experiences, promote member retention, and achieve membership acquisition goals aligned with our brand standards.

You will assemble and nurture a committed team dedicated to improving lives through fitness and strengthening the communities we proudly serve. By consistently delivering a member-centric experience and empowering your team, you will drive club-wide success and financial results.

Job Duties and Responsibilities

Actively lead and participate in delivering superior member experiences through engagement, membership acquisition, retention, and exceptional service standards.

Recruit, hire, train, manage, coach, and mentor Front Desk associates, ensuring alignment with brand values, performance expectations, and company standards. Address disciplinary actions and terminations as required.

Train Member Services team on standard operations including opening and closing procedures, time clock management, shift coverage, and computer policies.

Create detailed work schedules for front desk staff, ensuring coverage of all shifts, breaks, and requested time-off where possible.

Strategically drive and sustain an engaging, service-driven departmental culture based on insights from member feedback, social media, surveys, and direct interactions.

Achieve or exceed club membership acquisition and retention targets through effective strategic planning, consistent execution, and team motivation.

Meet financial expectations by effectively managing payroll expenses and strategically scheduling team members to optimize operational efficiency.

Ensure compliance with all Gold’s Gym PNW policies, procedures, and processes.

Oversee day-to-day front desk operations, ensuring smooth and efficient workflow through visible leadership.

Assist in payroll processing for Member Services staff.

Act as the club Manager on Duty as required.

Position Requirements

High School Diploma or Equivalent

CPR/AED certification required within 30 days of hire

Two or more years of relevant work experience (Sales, retail, reception, customer service etc.)

Two or more years of staff supervision and onboarding experience.

Ability to manage front desk recruitment processes, including membership tours, interviews and sales.

Exceptional customer service skills, responding to multiple questions, via phone calls, email and in person.

Preferred Qualifications

Experience managing teams in high-energy, fast-paced environments with proven multitasking ability.

Superior organizational and time management skills

Strong ability to prioritize tasks and adapt to changes and innovation

Proficiency with CRM software (e.g., Microsoft Dynamics) and Microsoft Office Suite

Join us at Gold’s Gym PNW and be part of a passionate community dedicated to health, wellness, and community strength.