What are the responsibilities and job description for the Member Experience Manager position at WIND ATHLTX?
Overview
The Member Experience Manager (1099) is a strategic sales and retention leader for WIND ATHLTX. This role is responsible for front desk operations oversight, member onboarding, KPI dashboards, booking policies, member communications, and service recovery. The Member Experience Manager is not just a front desk manager this is a leadership position that requires operational discipline, sales excellence, and commitment to WIND ATHLTX's member-first culture.
This role is designed for experienced sales and customer success professionals who want flexibility in scheduling and income potential while maintaining leadership responsibility over member experience and retention. The Member Experience Manager works directly with the General Manager on facility performance, member acquisition, and retention strategy while building and developing the front desk team.
Responsibilities
1. Front Desk Operations & Leadership
- Oversee front desk operations and staffing
- Establish front desk service standards and quality expectations
- Manage front desk team scheduling and coverage
- Conduct front desk staff training and development
- Ensure consistent member greeting and check-in experience
- Monitor facility cleanliness and operational standards
- Support peak hour operations and member flow management
- Achieve 95% facility cleanliness and operational standards score
2. Member Sales & Tour Conversion
- Develop and execute tour strategy and sales process
- Lead and train staff on facility tours and qualifying prospects
- Support front desk staff on tour conversion
- Communicate membership value proposition and benefits
- Track tour attendance and conversion rates
- Implement tour script and sales training for staff
- Achieve 40% tour-to-membership conversion rate
- Drive membership growth and revenue
3. Member Onboarding & Fitness Assessments
- Execute member onboarding path and sales process
- Conduct member assessments and goal-setting
- Prescribe personalized member success plans upsell
- Schedule follow-up reassessments and check-ins
- Support member success and retention
- Communicate member progress and results
- Achieve 95% onboarding completion rate
- Support member retention and satisfaction
4. KPI Dashboard & Reporting
- Develop and maintain KPI dashboard for member experience
- Track tour conversion, membership growth, and retention metrics
- Monitor member satisfaction and NPS scores
- Report weekly performance to General Manager
- Identify trends and opportunities for improvement
- Implement data-driven decisions and strategies
- Maintain 95% data accuracy and reporting
5. Booking Policies & Fill-Rate Management
- Establish booking policies and procedures
- Educate members on booking policies and cancellation procedures
- Enforce booking compliance and no-show policies
- Support fill-rate management and class optimization
- Manage waitlists and last-minute cancellation protocols
- Communicate booking policy changes to members
- Achieve 90% member compliance with booking policies
- Support revenue optimization through fill-rate management
6. Member Communications & Service Recovery
- Develop member communication strategy and templates
- Communicate programming changes and facility updates
- Implement member retention campaigns and initiatives
- Conduct member service recovery when appropriate
- Collect member feedback and implement improvements
- Support member satisfaction and retention efforts
- Achieve 4.5/5 or higher member satisfaction score
- Support member referral process and new member acquisition
7. Team Management & Development
- Recruit, hire, and onboard front desk team members
- Conduct regular staff training and development
- Provide performance feedback and coaching
- Support staff accountability and performance metrics
- Manage staff scheduling and coverage
- Build a high-performing, engaged front desk team
- Support staff satisfaction and retention
- Achieve 85% staff satisfaction score
- Establish front desk service standards and quality expectations
- Manage front desk team scheduling and coverage
- Conduct front desk staff training and development
- Ensure consistent member greeting and check-in experience
- Monitor facility cleanliness and operational standards
- Support peak hour operations and member flow management
- Achieve 95% facility cleanliness and operational standards score
Experience
Required:
- High school diploma or equivalent
- 3 years of sales or customer service leadership experience
- Proven track record of sales success and team management
- Excellent communication and interpersonal skills
- Professional appearance and demeanor
- Flexibility to work variable hours including early mornings, evenings, and weekends
- Proficiency with computer systems and member management software
- Strong organizational and time management skills
- Ability to work in a fast-paced, high-energy environment
- Friendly, outgoing personality with genuine passion for member service
Preferred:
- 2 years of fitness industry or high-end hospitality experience
- Proven ability to close sales and achieve conversion targets
- Experience with CRM systems or member management software
- Knowledge of fitness programming and class formats
- Experience with team recruitment and development
- Background in customer retention and member engagement strategy
- Sales training or certification
- Business management or P&L responsibility experience
Ideal Candidate Traits
- Sales-Driven: Finds satisfaction in closing sales and achieving conversion targets. Sees tour conversion as a key metric and takes pride in closing memberships.
- Member-Obsessed: Genuinely cares about member success and builds strong relationships. Sees every interaction as an opportunity to strengthen loyalty and retention.
- Leadership-Focused: Enjoys building and developing teams. Sees front desk team success as personal success.
- Accountable: Takes ownership of member acquisition, retention, and satisfaction. Owns results and doesn't make excuses.
- Reliable: Shows up on time, every time. Maintains consistent service quality and professionalism. Honors all commitments.
- Adaptable: Comfortable with flexible scheduling and variable income. Can shift between sales, operations, and team management seamlessly.
- Problem-Solver: Sees member issues as opportunities to strengthen relationships. Proactive about finding solutions and escalating appropriately.
- Coachable: Seeks feedback from General Manager and implements suggestions. Participates in training and continuous improvement.
- Professional: Maintains professional appearance and communication. Models WIND ATHLTX brand values and culture.
- Entrepreneurial: Takes ownership of member experience department performance. Proactive about building revenue, developing team, and improving operations.
Job Types: Full-time, Contract
Pay: From $70,000.00 per year
Work Location: In person
Salary : $70,000