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Membership Experience Manager
3 months ago
The Membership Experience Manager supports the mission of the Gottlieb Center for Fitness to enhance the health and well-being of community members. Gottlieb Center for Fitness is a full-service 55,000 sq. ft. fitness facility with best-in-class amenities to provide exercise opportunities for community members to live healthier lives. Successful candidates will have previous leadership experience working in a fitness, recreation, or park district community center.
The Membership Experience Manager will manage membership operations and ensure excellent customer service is provided to all members and guests. Incumbent will organize, execute, and manage and share administrative tasks among the front desk staff team with attention to detail, and ensure deliverables are achieved on time with accurate results in a fast-paced, high volume environment.
Join our high-energy and personable fitness center team who work together to motivate our members to live healthier lifestyles.
Position Responsibilities:
- Greets and assist all members, potential members and staff in a courteous, professional and friendly manner.
- Be enthusiastic towards members by learning their names and expressing an interest in their activities at the fitness center.
- Strives to enrich member experience by introducing them to new programs, staff and members.
- Ensures member satisfaction and retention through exceptional membership service and practices that promote member engagement and well-being.
- Troubleshoots member concerns and questions.
- Creates an exceptional new membership facility tour experience.
- Develops and implement a plan to follow up on prospective member tours and inquiries.
- Conducts membership satisfaction phone calls, emails, or surveys at 30, 60 & 90 days.
- Creates and consistently adhere to follow-up policies and procedures.
- Sets and reports monthly goals for tour to new membership conversation rates.
- Gains strong subject matter expertise utilizing the CSI-Spectrum/Daxko membership database system.
- Will take the lead in managing/updating the membership data base system and managing online membership registration.
- Accurately and consistently capture, review, and maintain the membership data in the membership database system.
- Responsible for meeting monthly membership sales goals.
- Will prepare weekly and monthly membership reports for the Operations Director.
- Assists with the development of annual Membership Department operating budget.
- Demonstrates and trains others to provide consistent excellence in sales presentations, closing techniques, telephone and in-person service, member engagement.
- Ensures membership services is fully staffed at all times.
- Will create monthly staff schedules.
- Reviews and evaluates employee performance.
- Maintains extensive working knowledge about membership registration and pricing, fitness center programs, full-service amenities, and operating policies, procedures and center hours.
Requirements:
- Bachelor's degree or equivalent on the job training
- 3-5 years of previous job-related experience
Licensure/Certifications:
- CPR/First Aid Training completed within 90 days of hire.
Benefits on your 1st day:Medical, Dental, Vision, Life Insurance, retirement plan with matching contributions, generous PTO plan, tuition assistance, 7 paid holidays and more.
Our Commitment to Diversity and Inclusion
Trinity Health is a family of 115,000 colleagues and nearly 26,000 physicians and clinicians across 25 states. Because we serve diverse populations, our colleagues are trained to recognize the cultural beliefs, values, traditions, language preferences, and health practices of the communities that we serve and to apply that knowledge to produce positive health outcomes. We also recognize that each of us has a different way of thinking and perceiving our world and that these differences often lead to innovative solutions.
Our dedication to diversity includes a unified workforce (through training and education, recruitment, retention, and development), commitment and accountability, communication, community partnerships, and supplier diversity.
Our Commitment to Diversity and Inclusion
Trinity Health is a family of 115,000 colleagues and nearly 26,000 physicians and clinicians across 25 states. Because we serve diverse populations, our colleagues are trained to recognize the cultural beliefs, values, traditions, language preferences, and health practices of the communities that we serve and to apply that knowledge to produce positive health outcomes. We also recognize that each of us has a different way of thinking and perceiving our world and that these differences often lead to innovative solutions.
Our dedication to diversity includes a unified workforce (through training and education, recruitment, retention, and development), commitment and accountability, communication, community partnerships, and supplier diversity.
