Member Experience Manager Jobs

Are you passionate about customer service and leading others? If so, you came to the right place as we are looking to hire a full-time, enthusiastic, and member-obsessed leader to fill the role of Member Experience Manager.
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 & café, interviewing, hiring, training staff, and more.
What You’ll Do:

• Handling of all Member Cancellations for your club
• Process all paperwork in a timely and accurate manner
• Attend all department head meetings, team meetings ,and training sessions
• Ensure communication materials with team are up-to-date
• Tracking NMFCs, NJSs and other pertinent integration data
• Management of the Customer Service, Front Desk, Cafe experience
• Create ongoing events and initiatives that create a fun environment for our members and staff
• Spend significant amount of time at the desk, especially during prime times, to ensure members are receiving our Superior Service
• Ensuring the experience in the Cafe is in line with our Core Values of Superior Service and cleanliness
• Coordination of Member Integration
• Create ongoing events that target similar minded members to create a sense of community
• Work with Membership Director and Fitness Director, as well as their teams, to maximize member integration as proactive retention strategy
• Represent FFC at community events such as festivals, open houses, Chamber of Commerce events, etc.
• Meet and exceed Individual and Departmental Goals as assigned by General Manager
• Convert members from debit card to checking account EFT whenever possible
• Reviewing all metrics and preparing game plans to improve Retention
• Set up and maintain standards of cleanliness for Customer Service staff, Front Desk and office space
• Interviewing, hiring, training, scheduling and staff
• Collection of Past Due Balances
• Management of Cafe
• Additional duties as assigned by General Manager
• Provide a clean, safe, and healthy environment for members, guests, and co-workers
• Compile, maintain and present (as needed) weekly and monthly reports to General Manager
• 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
• Interviewing, hiring, training, scheduling and coaching staff
• Develop annual departmental budget with General Manager
• Utilize Aging Report and other info to collect and minimize outstanding balances
• Fun Squad / Community

Preferred Qualifications:

• Excellent leadership and motivation skills
• 2-5 years of previous management experience
• Ability to walk up and down stairs and lift a minimum of 10 lbs. with or without reasonable accommodation
• High-level verbal and written communication ability
• Passion for health and fitness
• 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

What We Offer:

• 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 (only for Full time employees)
• We provide fitness instructor training and significant discounts on these educational programs (Pilates, Group Fitness, Personal Trainer, Yoga)
• Company-paid Life Insurance (only for Full time employees)
• 401K - with company match
• Insurance - Medical (only for Full time employees), Dental and Vision insurance through UnitedHealthcare

Other Perks of Working at FFC:

• 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
• 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
• Complimentary Club Membership to use any of our FFC locations!
• 25% discounts on Spa, Retail, and Fitness classes for all employees
• Employee appreciation programs