Executive Director of Member Experience

2 days ago

Saint Paul, Minnesota, United States Life Time Fitness Full time
Role Overview

The Executive Director of Member Experience is a high-profile leadership position responsible for the overall direction, coordination, operation, and success of a Life Time Fitness club. This role ensures the club meets or exceeds financial goals while providing exceptional leadership in areas such as customer service, team member relations, sales, in-center business performance, and member participation.

The Executive Director will provide daily support to a team of 150-300 team members, offering ongoing leadership, motivation, and development. They are responsible for casting, coaching, communication, alignment, and holding Department Managers accountable to The Life Time Way expectations. Additionally, they will act as the club ambassador, delivering an unforgettable experience to each member.

Key Responsibilities
  • Perform daily walk-through inspections to maintain a clean, neat, organized, and like-new environment throughout the club.
  • Analyze Net Satisfaction Scores to ensure the best possible member experience is delivered.
  • Monitor budgets, forecasts revenue and expenses for each department on a monthly, quarterly, and annual basis.
  • Oversee supplies, payroll, cost of goods, and expenses for each department on a regular basis.
  • Meet one-on-one weekly with each Department Manager to ensure Key Performance Indicators (KPIs) are followed and departments meet and exceed budgetary goals.
  • Mentor Department Managers to foster continuous growth through training, development, direction, performance assessment, and feedback.
  • Provide effective individual performance evaluations and recognition programs and awards.
  • Authorize new hires, promotions, employee status changes, and terminations in conjunction with Department Managers.

Requirements and Qualifications
  • H.S. Graduate or Equivalent required.
  • At least 5 years of experience in fitness, retail, or hospitality industries.
  • A minimum of 5 years of experience managing 150+ team members.
  • Experience managing Profit and Loss (P&L) statements/revenue/EBITDA budgets.
  • Proven ability to deliver high-end customer service and manage customer concerns.
  • Track record of success in a performance-driven work environment.
  • Excellent interviewing skills.
  • CPR and AED Certified.
  • Ability to sit, stand, walk, reach, climb, and lift up to 50 pounds.

Preferred Requirements
  • Bachelor's Degree in Business or a related field preferred.
  • Sales or Fitness experience highly desirable.
  • Experience managing multiple units beneficial.
  • Experience managing top-line revenue exceeding $10 million.

Estimated Salary Range: $120,000 - $180,000 annually, based on location and experience.

This role is an excellent opportunity to join the Life Time Fitness team and contribute to delivering an exceptional member experience.

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