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Member Experience Manager
Fitness Formula Clubs
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Post Date: Mar 17, 2017
Job Type: Full time
Start Date: - n/a -
Salary: - n/a -
Location: Illinois - Chicago
Job Reference: - n/a -
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Member Experience Manager

Purpose of Position:
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. Prime Directive: To get and keep members and deliver outstanding results.

Essential Duties and Responsibilities:
•        Management of the Customer Service and Front Desk experience
•        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 Kids Club
•        Interviewing, hiring, training, scheduling and coaching staff
•        Ensuring the experience of children and their parents is in line with our Core Value of Superior Service
•        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

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

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