Membership Experience Lead (Concierge Wellness)

THE PRO2COL

Member Experience Lead

ENROLLMENT,  RETENTION,  AND  GROWTH

LOCATION   Onsite, 1323 6th Ave North, Nashville TN 37208

TYPE   Part time to start, 20 to 25 hours per week, with a defined path to full time

REPORTS TO   Owner / Clinic Director

SCHEDULE   Weekday coverage with rotating Saturdays and occasional evening events

COMPENSATION   Base plus performance pay. Approximately $25,000 to $40,000 annualized at target

POSITION OVERVIEW

The PRO2COL (www.thepro2col.com) is a functional health and recovery practice in Nashville built around protocols rather than quick fixes. We are a small, deliberately high touch clinic with 37 active members and a growing service menu spanning hyperbaric oxygen, IV therapy, contrast and red light therapy, functional diagnostics, and hormone and metabolic optimization.

We are hiring one person to own the client relationship from the moment the provider finishes the initial visit through year two of membership.

You take the individualized health protocol created during a client’s clinical visit and map out the actionable path to lasting health optimization. You present membership options and pricing, close the enrollment, and schedule the next visits before the client leaves the building.

Then you keep them. You build the relationship that brings a member back at month four and month nine. You track how each member is actually using their protocol, you notice when someone goes quiet, and you reach out before they drift. Every member should always know exactly what their next step is and when it is scheduled.

As the member base grows, this role grows with it, taking on outreach and referral partnership work to bring new clients through the door.

You do not diagnose, prescribe, or create treatment plans. You leverage your knowledge to ask intelligent questions, explain our clinic philosophy clearly, build deep trust, and help qualified prospects make confident decisions to invest in their health.

WHAT YOU OWN

1. Enrollment and Conversion

•     Receive the warm handoff from the provider following the initial visit and diagnostic intake

•     Translate the clinical protocol into a clear plan: which membership tier fits, which services in what sequence, what it costs, and what the client can expect

•     Present pricing with confidence and without apology. Handle cost objections directly and honestly

•     Close the enrollment, process payment, execute the membership agreement, and set up autopay

•     Book the next two to three visits before the client walks out. No client leaves unbooked

•     Document every conversation, decision, and next step accurately in the EMR and CRM

2. Retention and Engagement

This is where we currently lose people, and it is the core reason this role exists.

•     Run a structured member touchpoint cadence you own and never let slip. At minimum: a 48 hour post enrollment welcome, a day 7 first service check, a day 30 progress call, a day 60 touch, and a 90 day protocol review coordinated with the provider

•     Monitor credit utilization weekly. Any member tracking below their monthly allotment gets a personal outreach. Unused credits are the earliest and clearest warning sign that a member is about to cancel

•     Watch for expiring credits under the 90 day rollover window, booking gaps, repeat no shows, and failed payments. Act on all four the same week they appear

•     Handle cancellation requests personally. Understand the real reason, and resolve, pause, or downgrade before we lose the member outright

•     Run reactivation outreach for lapsed members and for consult clients who did not enroll the first time

•     Coordinate with providers so protocols get refreshed on schedule and members always have a current, relevant next recommendation

3. Business Development and Referral Partnerships

This portion of the role ramps up after your first 30 days, once the retention system is running.

•     Build and work a referral partner network across Nashville, Franklin, and Brentwood: performance gyms and training facilities, chiropractors and physical therapists, concierge and cash pay primary care practices, private clubs, downtown corporations,  and trainers serving the athletic and music communities

•     Own the outreach that fills the consult calendar rather than waiting on inbound

•     Place the guest passes included in every membership tier. This is a referral engine that only works if someone actively drives it

•     Plan and host member events and partner nights, and convert guests into members

•     Pursue corporate wellness conversations with Nashville employers where a small number of executive memberships is a realistic outcome

4. Growth Within the Member Base

•     Identify and time upgrade conversations across our membership tiers, anchored to results and usage patterns rather than a calendar

•     Attach the right services, advanced diagnostics, and professional supplement orders to each member’s protocol as their plan evolves

•     Generate reviews and referrals from members who are getting results

5. The Concierge Standard

•     Know every member by name, goal, protocol, and history before they walk through the door

•     Anticipate rather than react. Pre visit texts, personalized follow ups, remembering the details that matter to someone

•     Exercise absolute discretion and confidentiality, including with high profile and public facing clients

•     Own how the experience feels from arrival to departure, and hold that standard with the rest of the team

6. Reporting

•     Deliver a weekly numbers review to leadership: consults held, close rate, new recurring revenue, cancellations, saves, credit utilization, and reactivations

•     Flag patterns early. If a service is underused or a tier is churning, you should be the first to say so

WHAT THIS ROLE IS NOT

So that the scope stays protected, the following sit outside this role permanently:

•     Front desk coverage and reception

•     Scheduling administration and general office admin

•     Inventory, ordering, and facilities

•     Social media content creation and management

You will not be asked to fill hours with tasks that do not move enrollment or retention.

WHO YOU ARE

•     An emotionally intelligent closer. You make people feel instantly comfortable. Using motivational interviewing, you ask deep, intentional questions to uncover what truly drives a client, helping them move past hesitation and make a confident commitment to their health.

•     Comfortable talking about money. You can present a four figure annual investment in someone’s health without flinching, apologizing, or discounting reflexively. This is the single most common failure point in this role.

•     Clinically knowledgeable. You have a background or strong familiarity in health, nutrition, or health coaching. You understand client health histories and provider recommendations while maintaining clear, appropriate clinical and ethical boundaries throughout the enrollment process.

•     A relationship and pipeline manager. You are disciplined and organized with follow up calls, precise with documentation, and comfortable actively managing a pipeline of prospects and enrolled members.

•     Systems driven, not memory driven. You build a cadence and work it. You do not rely on remembering to follow up. You track everything.

•     Hospitality minded. You have an instinct for luxury service. You notice the small things, and you understand that at this price point the experience is part of the product.

•     Self directed. In a clinic this size there is no sales team to sit inside of. You set your own week, protect your own cadence, and do not need to be managed into activity.

•     A collaborative team player. You seamlessly coordinate with our medical providers and administrative staff to ensure every client experiences a smooth, high touch journey.

•     Resilient. Retention work is repetitive and unglamorous. You find satisfaction in the compounding result rather than the individual call.

QUALIFICATIONS

Required

•     Three or more years in consultative sales, membership sales, or client success, ideally involving cash pay purchases of $2,500 or more

•     A track record you can speak to with real numbers on close rate and client retention

•     Proficiency with CRM and EMR systems, and comfort living inside a pipeline

•     Strong written communication. Text and email will be your primary retention channels

•     Available onsite in Nashville for 25 to 30 hours per week, including rotating Saturdays and occasional evening events

Preferred

•     Background in private club membership, medspa or aesthetics, concierge or functional medicine, luxury hospitality, luxury retail clienteling, or boutique fitness

•     Credential in health coaching (NBHWC), nutrition, exercise science, nursing, or personal training

•     Working familiarity with IV therapy, hyperbaric oxygen, red light, PEMF, contrast therapy, peptides, hormone optimization, and functional lab panels

•     Experience with professional supplement platforms and wearable data such as Oura, Whoop, and CGM

•     An existing network among Nashville area trainers, clinicians, or wellness practitioners

THIS ROLE IS ESPECIALLY WELL SUITED TO

•     A private club or athletic club membership director who wants a shorter week and more autonomy

•     An experienced hospitality, luxury retail, or aesthetics professional re entering the workforce and looking for a focused, senior scope

•     A health coach or wellness practitioner building an independent practice who wants a stable anchor engagement alongside it

METRICS YOU WILL OWN

•     Net new members per month, counting both new enrollments and cancellations prevented

•     Consult to enrollment conversion rate

•     New monthly recurring revenue from memberships

•     Net member retention and churn rate, measured at 3, 6, and 12 months

•     Credit utilization rate across the active member base

•     Rebooking rate at time of service

•     Reactivations per month

•     Consults generated through referral partners and guest passes

•     Member reviews and referrals generated

The PRO2COL will have an endless amount of wellness treatments and optimization modalities, all available to our team.