Member Connectivity Lead

Job Profile Summary

Do you have an inspirational passion for living a healthy way of life? Are you passionate about delivering exceptional customer service and making a lasting impact on people's lives? Are you looking for a lifestyle career with an established and growing company? If this sounds like you, we’d love to have you on our team! Join us at Life Time, where you can bring your passion for health and wellness to life while creating positive, memorable experiences for our members and guests every day.

Position Summary

As the Member Connectivity Lead, you'll deliver exceptional experiences for every member and guest. In this role, you will actively promote Life Time to prospective members, guide them through a seamless buying experience, and contribute to achieving club acquisition, connectivity, and retention goals. As a trusted leader on the Concierge team, you'll share your expertise and modeling behaviors that inspire a welcoming culture and first-class service. You will also drive Personal Training sales by influencing new member enrollment. Enjoy an energetic, healthy work environment while building value-based relationships that foster brand loyalty—and empower members to live healthier, happier lives.

Job Duties/Responsibilities

• Greet and assist members and guests with a friendly and professional demeanor
• Manages, delegates, and responds to phone calls and emails from members and guests in alignment with brand standards
• Maintains updated knowledge to properly educate all members and guests of club programming, events, pricing, and policies
• Assist members with account maintenance, processing needs, changes, and transactions including program, service, and product payments, ensuring smooth and accurate processing
• Engages in problem solving and service recovery for member questions and concerns, utilizing appropriate tools and resources
• Communicates with members via email aligned with our brand standards
• Engage in proactive outreach and service recovery by addressing inquiries, resolving concerns, and fostering strong relationships that promote engagement with programs and services
• Customizes the buying experience for prospective members by encouraging involvement with amenities, services, and programs aligned to customers interests and needs
• Assists members requesting to cancel their membership by communicating options and facilitating the option that best suits the member
• Serves as the subject matter expert and point of contact for all club services, programming, and instructors
• Connect new members to Personal Training services by highlighting the benefits and facilitating their enrollment, supporting their fitness goals and driving Personal Training sales

Minimum Required Qualifications

Education:

• High School graduate or equivalent

Years of Experience:

• Minimum of 2-3 years of experience in customer service, preferably in the fitness, health, or hospitality industries
• Minimum of 1 year successfully selling memberships, personal training packages, or upselling fitness services

Licenses / Certifications / Registrations:

• Complete Life Time Dynamic Personal Training Certification within 30 days of hire

Preferred Qualifications:

• Bachelor’s degree in hospitality or related field
• Willingness to work flexible hours, including early mornings, evenings, weekends, and holidays, based on club needs

Pay

This is an hourly position with wages starting at $26.25 and pays up to $28.75, based on experience and qualifications. This position is also eligible to receive commission based on achievement of performance goals.

Benefits

All team members receive the following benefits while working for Life Time:

• A fully subsidized membership

• Discounts on Life Time products and services

• 401(k) retirement savings plan with company discretionary match (21 years of age and older)

• Training and professional development

• Paid sick leave where required by law

Full-time Team Members are eligible for additional benefits, including:

• Medical, dental, vision, and prescription drug coverage 

• Short term and long term disability insurance

• Life insurance

• Pre-tax flexible spending and dependent care plans

• Parental leave and adoption assistance

• Paid time off, including 5 to 20 vacation days per calendar year (based on tenure) and paid sick leave

• Deferred compensation plan, if the team member meets the required income threshold

Life Time is a place for everyone. As an organization, we are committed to an inclusive, diverse and equitable workplace that respects and celebrates the unique contributions of each individual while ensuring we remain an equal opportunity employer that recruits, hires, trains and promotes based on merit and qualifications.

It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.