Member Experience Manager

Benefits:

Health insurance

Paid time off

Vision insurance

Wellness resources

401(k)

401(k) matching

Dental insurance

Employee discounts

Position: Member Experience Manager

Job Type: Full-time

Location: FFC West Loop

Compensation: $55K-60K depending on experience

What You’ll Do:

Provide a clean, safe, and healthy environment for members, guests, and co-workers

Management of the Customer Service, Front Desk, Spa Reception

Interviewing, hiring, training, scheduling and coaching staff

Spend significant amount of time at the desk, especially during prime times, to ensure members are receiving our Superior Service

Handling of all Member Cancellations for your club

Personally handling in-person, phone and email requests in a way that provides an exceptional member experience and also saves as many members as possible

Reviewing all metrics and preparing game plans to improve Retention

Coordination of Member Integration

Work with Membership Director and Fitness Director, as well as their teams, to maximize member integration as proactive retention strategy

Tracking NMFCs, NJSs and other pertinent integration data

Management of the Spa Reception team

Interviewing, hiring, training, scheduling and staff

Ensuring the experience in the Spa is in line with our Core Values of Superior Service and cleanliness

Collection of Past Due Balances

Utilize Aging Report and other info to collect and minimize outstanding balances

Convert members from debit card to checking account EFT whenever possible

Fun Squad / Community

Create ongoing events and initiatives that create a fun environment for our members and staff

Create ongoing events that target similar minded members to create a sense of community

Meet and exceed Individual and Departmental Goals as assigned by General Manager

Ensure communication materials with team are up-to-date

Develop annual departmental budget with General Manager

Set up and maintain standards of cleanliness for Customer Service staff, Front Desk and office space

Process all paperwork in a timely and accurate manner

Attend all department head meetings, team meetings ,and training sessions

Represent FFC at community events such as festivals, open houses, Chamber of Commerce events, etc.

Compile, maintain and present (as needed) weekly and monthly reports to General Manager

Additional duties as assigned by General Manager

Preferred Qualifications:

2-5 years of previous management experience

Excellent leadership and motivation skills

Passion for health and fitness

High-level verbal and written communication ability

Ability to work during “Closeout” (last 3 days of every month, or other more relevant dates as needed)

Strong working knowledge of Excel, Google Docs and email

Ability to walk up and down stairs and lift a minimum of 10 lbs. with or without reasonable accommodation

What We Offer:

Insurance: Medical, Dental, and Vision through Blue Cross Blue Shield of Illinois

401K: Company match

Life Insurance: Company-paid

Professional Development: FFC matches 50% of educational costs up to $200/year

Fitness Education: Discounts on certifications (e.g., Pilates, Yoga, Personal Trainer)

Continued Education: Access to FFC University courses and discounted certifications

Other Perks:

Club Membership: Complimentary access to all FFC locations.

Discounts: 25% off Spa, Retail, and Fitness classes.

Employee Appreciation: Programs and benefits like Pet Insurance, T-Mobile discounts, and more.

Inclusive Culture: A welcoming and diverse team environment.

Our Commitment to Hospitality: FFC offers a robust training program mandatory for all employees to attend. The training includes multiple hospitality courses to be completed during your first 90 days. Your manager will go over your role specific training and dates upon hire.