Membership Counselor Team Leader

POSITION SUMMARY

The Membership Team Leader (MTL) assists the GM in coaching the membership team to recruit and retain members by providing world class customer service. This includes creating raving fans by anticipating the members needs and exceeding their expectations.

The MTL is a promoter and protector of our brand, and believes what we believe:

Core Purpose: Change Peoples Lives.

Brand Promise: We will make you feel comfortable.

Brick Bodies Core Values

• Live the Brand
• Be Tenacious
• Be a Team Player

The MTL is a good listener who genuinely cares about people and is passionate about inspiring them to move from thinking about fitness to making a lifetime commitment.

The Primary Responsibility of the MTL is generating new sales in their MC role while also assisting the GM with the management of the sales team. The MTL will be responsible for specific sales-management related tasks as assigned by the GM.

The Primary Directive of the MTL is to assist the GM in ensuring the club achieves and exceeds sales budgets. This includes providing world class customer service to increase member satisfaction, referrals and retention. The MTL must be a great multi-tasker and embrace the leadership role they have in the club. They are an extension of the GM and need to act and think of themselves as such.

KEY RELATIONSHIPS

Develop and maintain excellent working relationships with:

General Manager, Team Leaders and Membership Counsellors

All club team members

Club Performance Director

Corporate Wellness Director

KEY ACCOUNTABILITIES

Achieve individual/team sales goal

Achieve individual/team prorate % goal

Achieve individual/team checking % goal

Achieve individual/team first orientation appointment % goal

The below sets out general roles and responsibilities, however detailed key performance indicators will be agreed between the Club Performance Director and the Executive Team.

We set out below some of the tasks and responsibilities that we expect you to be accountable for. These include, but are not limited to the following:

MC DUTIES INCLUDE BUT ARE NOT LIMITED TO

Generating new sales to achieve personal and team sales goals each month

Handling Telephone Inquiries, and converting 75% or more into appointments

Obtaining referrals from members

Being informed of current sales campaigns and club activities

Greeting and touring all guests

Making a minimum of 50 calls/day

Completing daily worksheets and submitting them to the General Manager at the end of each shift

Encouraging new member participation by calling them three times (motivational phone calls) in their first 30-days of membership

Mastering the required paperwork and Customer Management Software tasks necessary to complete membership sales and follow up with members/prospects

Performing 3-5 hours of outreach per week

Acting as the M.O.D (Manager on Duty) when scheduled, including using the M.O.D. Building Inspection Report

MEMBERSHIP TEAM LEADER DUTIES INCLUDE BUT NOT LIMITED TO

Running sales meetings as needed by the GM, including daily role playing

Updating the white board and make sure its 100% accurate

Inspecting and entering the daily worksheets when the GM is not available

Using Customer Management Software to Conduct Guest Control Log with MCs when the GM is not available

Monitoring the Master Telephone Inquiry Log and keeping it up to date; inspecting the TI Script is used on EVERY call and the lead has been entered into the CRM.

Anything else related to team management that is requested by the GM (scheduling, checking call logs, web leads, report, etc.)

Assisting the GM with hiring, training and recruitment of sales staff

Training sales team on all Standard Operating Procedures

Maintaining team closing ratio of 70%

Directing the team to perform daily outreach

Ensuring the team follows up on website leads within minutes of receiving them

Being informed of current sales campaigns and communicating this to the membership team

Assisting the GM with scheduling sales staff and ensuring there is adequate coverage

Assisting the GM to stay within MC payroll budget

MEMBER RETENTION/ CUSTOMER SERVICE

Meet or exceed member expectations

Have knowledge of and participate in all club's services, products and programs

Ensure the entire membership team is integrating new members by scheduling their first orientation session and to try Group Exercise and Team Training classes

Build rapport and lasting relationships with prospective and current members

Ensuring the club is neat and tidy, following the Feng Shui Principles

VALUES

Role model the Brick Bodies Core Values

• Live the Brand
• Be Tenacious
• Be a Team Player

Identify opportunities for continual improvement

LEADERSHIP

Recognize and celebrate behavior aligned with our Core Values & Brand Standards (WHIM)

Provision of leadership and direction to the membership team - acting as an enthusiastic and motivated role model

Accept responsibility for the membership team to ensure that goals are achieved and maintained

Contribute to strategic planning and discussion with the General Manager and be recognized as a driving force behind sales growth

SKILLS/EXPERIENCE

College degree

Two years of commissioned sales experience (preferably in a health club or related field) are preferred, but not required

Current CPR/AED certification

An Entrepreneurial spirit

Confidence to perform on an incentive-based salary

Strong customer service, communication and interpersonal skills

Positive attitude with the commitment to excellence

Strong organizational skills

Effective written and verbal communication skills

Basic computer skills

Effective time management skills

Attention to detail

SPECIAL CHARACTERISTICS

Enthusiastic, energetic, personable and friendly disposition

Ability to work well unsupervised

Ability to work well with people

Strong work ethic

Resourceful, creative, decisive

Perseverance

Goal oriented

Salary : $60,000 - $65,000