Member Services Manager

MAIN FUNCTION:

The Member Services Manager (MSM) is a leadership position and that fulfills a critical role in the overall success of a company that is uniquely positioned and passionately committed to improving the health and wellbeing of the members and communities we serve.

The duties of the MSM will include the development, management, and overall leadership of the Member Services Team. The MSM is ultimately responsible for managing an extremely high level of customer service and member experience delivered by the Center’s entire staff to all visitors, guests, and members on a consistent basis.  The MSM will oversee the implementation of the Center’s Service Standards by the entire team and continually monitor the quality by which the standards are being delivered to assure an exemplary level of quality.  The goal of these efforts is to earn excellent member satisfaction levels and, more importantly, create life-long promotors of the Center.  This process will extend into overseeing and executing an effective member engagement and onboarding program. It is paramount this position exhibits excellent leadership, effective communication, and exemplary customer service related skills.

DEPARTMENT:             Member Services

REPORTS TO:              Executive Director/General Manager

DIRECT REPORTS:      Member Services Lead, Member Experience Specialist, Integrated Med Specialist, Babysitting Lead

POSITION EXPECTATIONS:

Applied

• Displays proficiency and functions as the center’s expert in matters related to customer service and member satisfaction, as well as operating within the club management software system.
• Responsible for executing the customer Service Standards for all aspects of the operations.
• Responsible for the reception of each member at the Reception Desk that enters the building and the world-class member experience that follows. 
• Demonstrate the ability to form relationships and communicate with members in a way that shows compassion and the willingness to assist the member in any way possible.
• Required to be well informed with all department matters and effectively communicate them to the team as appropriate. Must be knowledgeable enough to intelligently answer questions regarding the department or appropriately transition the member to another staff member when appropriate.
• Oversee and execute excellent telephone etiquette in a way that is accommodating and helpful to the caller, regardless of the nature of the call.
• Able to administer the prospecting and sales strategies and tactics in a way that clearly defines our market differentiators, elevates our value proposition and minimizes any barriers to entry.  

• Participate in the prospect tour process in such a way that highlights the services and amenities of the Center and positions those resources as a solution for the prospect’s needs and interests.  

Administrative

• Contributes to the development, implementation and execution of the Annual Strategic Plan.
• Formulates facility statistical (KPI) and financial reports that are reliable and accurate. Provides monthly reporting to the Membership Sales and Services Manager as requested specific to membership volumes, member satisfaction and retention, sales, and associated programming.  Additional reporting as requested.
• Demonstrates competency in managing and administering duties related to computer tasks, specifically the Club Management software system, including POS, billing, and client scheduling, as well as payroll/time and attendance system, general data entry.
• Maintains quality service by enforcing quality and customer service standards; analyzing and resolving quality and customer service problems; identifying trends; recommending system improvements and training solutions
• Develop and implement logistical workflows needed to achieve an effective and efficient operation related to reception desk and sales activities.
• Implement quality assurance practices for all department services to ensure operations are exemplary

Management (Customer Relations/Team Performance)

• Contribute to achieving a consistently excellent member experience resulting in high member satisfaction ratings and low member attrition.
• Develop and administer member engagement programming designed to increase member retention.
• Address all member and staff concerns and provide prompt and member-friendly follow up.
• Oversee Member Services Staff during daily operations; in particular, the staff’s performance as it relates to reception of members and guests, check-in process, schedule management, POS transactions, general facility knowledge, etc.
• Oversee Babysitting Staff during daily operations; in particular, age-appropriate program offering, providing an engaging, interactive and caring environment and intentionally communicating with parents.
• Oversee Integrated Medicine Staff during daily operations; in particular, the administrative and logistical support related to scheduling and POS transactions.
• Participate in Manager on Duty shifts as assigned.
• Provide input and/or conduct employee feedback sessions; including conducting annual performance reviews.
• Proficient with all current facility policies and procedures and ensures all operations and practices of the department satisfy those policies and procedures.
• Assist with daily center operations and provide leadership for the center in the absence of the Executive Director/General Manager.

General

• Consistently meets and/or exceeds the Center’s performance objectives and Key Performance Indicators as outlined in the Annual Strategic Plan.
• Demonstrates the desire to continually improve areas of the business by identifying an area for improvement, devising a solution, then implementing a plan.
• Routinely achieves a high-level of organizational alignment, plays a vital role in realizing a Culture of Excellence and adheres to the IWP Code of Conduct.
• Accepts constructive criticism/direction and effectively changes own performance.
• Passionate about improving the health and wellbeing of others and able to lead by example by living a healthy and active lifestyle.

Implementation Date:                1/2016

Approved By:                            James W. Ellis, Executive Vice President, Integrated Wellness Partners, LLC 

Revision Dates (Corporate):       1/2020 

Revision Dates (Center):

Disclaimer:

The intent of this job description is to describe the general nature of the duties and responsibilities required of all job incumbents assigned to this title. It is not intended to be a comprehensive list of all job responsibilities. Therefore, incumbents may be asked to perform other duties as required.

EDUCATIONAL REQUIREMENTS:

• Bachelor’s degree Communications, Hospitality, Public Relations, or related field

HIRING REQUIREMENTS:  

• Minimum of four years of strong, progressive experience in a customer service/public relations environment, preferably a Medical Fitness and Wellness Center, and/or hospitality/retail sector.
• Minimum of two years of management experience, including customer service, in fitness and wellness
• Highly advanced communication and other interpersonal skills.
• No written disciplinary action within the last 12 months
• Pass Background Check
• Eligible to work in the United States

PREFERRED SKILLS AND ATTRIBUTES:

• Excellent decision-making, problem solving, time management and organizational skills, results-oriented
• Professional communicator that is able to articulate well, manage critical conversations, effectively resolve conflict and build relationships.
• Excellent leadership qualities needed to build and manage a team in a performance-driven environment.
• Excellent interpersonal skills needed for exemplary customer service; outgoing, friendly, and compassionate.
• Technologically savvy with the ability to function well within business management software systems, customer portals and member apps.