Membership Manager

Job Description

Job Description

Membership Manager

Are you someone who loves connecting with people, creating great experiences for families, and being part of a fast-paced, high-energy environment?

If you enjoy talking with parents, helping kids get started in programs that build confidence and life skills, and being a key part of a growing community, this Membership Manager role could be a great fit for you.

LAB is a youth movement program designed to help kids build confidence, coordination, strength, and resilience through ninja-style obstacle training and structured coaching. Our program combines movement, life skills, and leadership development to help kids grow both physically and mentally.

As a Membership Manager, you will play a key role in welcoming new families, guiding them through the enrollment process, supporting existing members, and helping grow the community. This position is ideal for someone who enjoys communication, sales, organization, and creating positive experiences for families.

Position Overview

Membership Managers are the face of the gym and a primary driver of growth and retention. This role focuses on converting leads into trials, trials into memberships, and creating a welcoming environment where families feel connected to the program.

You will be responsible for responding quickly to inquiries, engaging with parents in the lobby, booking trials and parties, supporting member events, and ensuring every family feels supported from their first interaction through long-term membership.

Key Responsibilities

Lead Communication & Outreach

• Respond quickly to new inquiries from paid ads, website forms, and phone calls
• Contact leads through calls, texts, and emails to schedule trials or appointments
• Follow up with missed trials, past leads, and party guests
• Log notes and communication in the system so no lead falls through the cracks

Trial Booking & Sales

• Convert interested families into scheduled trials or appointments
• Confidently communicate program benefits and answer parent questions
• Guide families through membership options and clearly explain policies
• Follow up after trials to support enrollment decisions

Membership Conversion

• Help families move from trial classes into full memberships
• Handle objections with confidence and clarity
• Ensure families understand next steps and feel excited about joining

Party Sales & Guest Follow-Up

• Respond to birthday party inquiries and help families book celebrations
• Confirm party details and offer upgrades when appropriate
• Follow up with party guests to invite them to trials or programs

Parent Engagement & Front Desk Presence

• Maintain a welcoming front desk presence throughout your shift
• Engage parents in the lobby and build relationships with families
• Share information about upcoming camps, events, and promotions
• Answer questions and help parents feel confident in the program

Member Retention & Community Building

• Support retention by checking in with families and addressing concerns
• Offer solutions such as freezes or schedule changes when needed
• Assist with community events and member experiences that build loyalty

Front Desk Operations

• Process waivers, payments, scheduling, and POS transactions accurately
• Keep detailed notes in the system about member interactions
• Maintain organization and professionalism at the front desk

Facility Presentation

• Keep the front desk and lobby clean, organized, and welcoming
• Maintain waiver stations, retail displays, and guest-facing areas
• Help ensure the facility is always ready to welcome families

Core Competencies

Successful Membership Managers typically demonstrate:

• Strong communication and people skills
• Confidence in sales conversations
• Organization and attention to detail
• Initiative and follow-through
• Positive energy and professionalism
• Ability to build relationships with families
• Problem-solving mindset
• Team-oriented attitude

Requirements

• Minimum age: 18 years old preferred
• Experience in customer service, sales, or front desk roles preferred
• Experience working with families or youth programs is a plus
• Comfortable communicating with parents in person and over the phone
• Ability to stay organized in a fast-paced environment

Work Schedule & Environment

• Part-time afternoon, evening, and weekend shifts available
• Work takes place in an indoor youth training facility
• Frequent interaction with children, parents, and staff
• Consistent weekly availability preferred

Physical Requirements

• Ability to stand and move around the facility during shifts
• Light lifting of equipment or supplies (up to 25 lbs)
• Comfortable working in an active, energetic environment

Company Description

About LAB

LAB is a high performance youth training program built to deliver a consistent, high quality experience for athletes and families. Our program focuses on developing strong, confident kids through structured coaching, movement training, and character development.

At LAB, we believe great programs are built by great teams. We hold high standards, move quickly, and support one another while doing meaningful work that impacts the next generation.

Being part of the LAB team means committing to professionalism, growth, and accountability. Our coaches and staff take ownership of their role, communicate clearly, and always act in the best interest of our athletes, families, and the organization.

Our culture is guided by a set of core values that shape how we operate every day:

Learn • Adapt • Build
We continuously improve our classes, systems, and coaching by testing, learning, and building better solutions.

Speed is King
We respond quickly, solve problems efficiently, and maintain forward momentum.

Don’t Sugar Coat It
We communicate directly and respectfully. Honest feedback helps everyone improve.

Fail Forwards
We take action, learn from mistakes, and use feedback to grow.

Do the Daily Reps
Excellence comes from consistency. We show up prepared, follow systems, and execute the work every day.

Protect the Vision
We stay aligned as a team and protect the mission, standards, and culture that make LAB unique.

If you thrive in a fast moving environment, enjoy working with kids, and want to be part of a team that values growth and accountability, LAB may be the right place for you.

Company Description

About LAB\r\n\r\nLAB is a high performance youth training program built to deliver a consistent, high quality experience for athletes and families. Our program focuses on developing strong, confident kids through structured coaching, movement training, and character development.\r\n\r\nAt LAB, we believe great programs are built by great teams. We hold high standards, move quickly, and support one another while doing meaningful work that impacts the next generation.\r\n\r\nBeing part of the LAB team means committing to professionalism, growth, and accountability. Our coaches and staff take ownership of their role, communicate clearly, and always act in the best interest of our athletes, families, and the organization.\r\n\r\nOur culture is guided by a set of core values that shape how we operate every day:\r\n\r\nLearn • Adapt • Build\r\nWe continuously improve our classes, systems, and coaching by testing, learning, and building better solutions.\r\n\r\nSpeed is King\r\nWe respond quickly, solve problems efficiently, and maintain forward momentum.\r\n\r\nDon’t Sugar Coat It\r\nWe communicate directly and respectfully. Honest feedback helps everyone improve.\r\n\r\nFail Forwards\r\nWe take action, learn from mistakes, and use feedback to grow.\r\n\r\nDo the Daily Reps\r\nExcellence comes from consistency. We show up prepared, follow systems, and execute the work every day.\r\n\r\nProtect the Vision\r\nWe stay aligned as a team and protect the mission, standards, and culture that make LAB unique.\r\n\r\nIf you thrive in a fast moving environment, enjoy working with kids, and want to be part of a team that values growth and accountability, LAB may be the right place for you.