Member Experience Specialist

Job Description

Job Description

About the Role

As a Member Experience Specialist, you will be the first point of contact for prospective and current members. Your primary focus will be on membership sales, lead conversion, and retention , while also delivering an exceptional in-studio experience that reflects the Club Pilates brand.

This role is ideal for someone who is motivated by performance metrics, energized by client interaction, and confident in guiding others toward long-term fitness commitments.

Key Responsibilities

• Drive new membership sales through lead follow-up, tours, consultations, and conversion strategies
• Consistently meet and exceed monthly sales and revenue targets
• Provide a welcoming, high-end customer experience for all studio visitors and members
• Educate prospective members on Club Pilates offerings and help match them with the right membership options
• Manage inbound leads via phone, email, and in-person interactions
• Support member retention through proactive engagement and service recovery when needed
• Maintain accurate client and sales records in studio management software
• Collaborate with instructors and studio leadership to ensure a seamless member experience
• Assist in studio events, promotions, and community outreach efforts

Leadership Expectations

We are looking for someone who demonstrates leadership in everyday actions, including:

• Taking initiative without being prompted
• Setting the tone for professionalism, energy, and positivity in the studio
• Supporting and motivating teammates during peak hours or high-volume periods
• Confidently handling objections and guiding conversations toward solutions
• Acting as a role model for new staff and contributing to a strong team culture

Qualifications

• Prior experience in sales, retail, fitness, hospitality, or customer service preferred
• Strong ability to close sales and meet performance goals
• Excellent communication and interpersonal skills
• High level of confidence, resilience, and motivation in a goal-driven environment
• Ability to multitask and stay organized in a fast-paced setting
• Leadership mindset with the ability to influence and support a team
• Passion for health, wellness, and community-building

What We Offer

• Competitive base pay plus commission/bonuses
• Free or discounted Pilates membership
• Opportunities for advancement within Club Pilates
• Supportive, team-oriented studio culture
• Ongoing training in sales, service, and leadership development