Member Experience Manager

Member Experience Manager

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 & spa 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 Reception
• 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
• Management of the Spa Reception team
• Interviewing, hiring, training, scheduling and staff
• Ensuring the experience in the Spa is in line with our Core Values of Superior Service and cleanliness
• 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 :

What We Offer :

Other Perks of Working at FFC :

Our Commitment to Hospitality : FFC offers a robust training program mandatory for all employees to attend. The training includes multiple hospitality courses to be completed during your first 90 days. Your manager will go over your role specific training and dates upon hire.

Compensation : $55,000.00 - $65,000.00 per year

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.