Member Success Specialist- Tennis

Member Success Specialist - Tennis at The Met Athletic Club

Ready to join a dynamic company in the hospitality and service industry where people help drive the success of the business? Since its inception in 1957, Invited has operated with the central purpose of building relationships and enriching the lives of our members, guests and more than 17,000 employees. We are the largest owner and operator of private clubs nationwide, with 130+ country clubs, city clubs, and athletic clubs. Our Clubs offer first-class amenities, including championship golf courses, modern workspaces, handcrafted cuisine, resort-style pools, state-of-the-art racquet facilities, fitness centers, and much more. Come be a part of this incredible and inclusive team at Invited!

Job Summary

The Member Success Specialist Tennis is responsible for driving member engagement, retention, and satisfaction within the Racquet Sports department at The Met Athletic Club. This role serves as the dedicated member relationship owner for the club's tennis-active membership building deep one-to-one relationships, identifying at-risk members through engagement data, and proactively driving programming, events, and personal outreach that strengthen each member's connection to the tennis program. The MSS Tennis works in close partnership with the Racquet Sports Director, Tennis Pros, and Assistant General Manager to ensure a seamless member journey across onboarding, league participation, lesson conversion, and ongoing relationship management. This role embodies the ClubLife experience by creating personalized "magic moments" for tennis members and ensuring each player recreational or competitive feels seen, valued, and supported in their tennis development.

Reporting Structure

Reports directly to the Assistant General Manager (AGM) Dotted-line coordination with the Racquet Sports Director on programming and member development strategy Collaborates closely with Tennis Pros, Assistant Tennis Pros, Sales Director, and Sales Team on member acquisition and retention Partners with other Member Success Specialists (Fitness, Kids/Events) to support multi-interest members

Day to Day

Tennis Member Relationship Management Build and sustain meaningful relationships with tennis-active members, anticipating their needs, providing exceptional service, and encouraging active participation in the tennis program. Maintain a dedicated portfolio of tennis members and conduct regular one-on-one check-ins, satisfaction touchpoints, and progress conversations. Serve as the primary point of contact for tennis members regarding programming, leagues, lessons, court reservations, and event participation. Identify at-risk tennis members based on usage data, lesson cancellations, and engagement signals; execute proactive retention outreach. New Member Onboarding Tennis Implement structured 30/60/90-day onboarding programs for new members who indicate tennis interest, ensuring smooth integration into the tennis community. Conduct tennis-specific orientation tours for new and prospective members, showcasing facilities, programs, and lesson options. Facilitate introductions between new tennis members and Tennis Pros aligned with their skill level and goals. Drive new member conversion into leagues, clinics, and lesson programs. Programming & Event Execution Plan and execute tennis member events, programs, and activities including social mixers, ladder leagues, member-guest tournaments, junior programs, and seasonal events. Partner with the Racquet Sports Director on annual tennis programming calendar and event strategy. Coordinate league play including team formation, scheduling, communication, and post-league recognition. Drive participation in clinics, lessons, leagues, and special events through targeted communication and personal outreach. Manage tournament logistics including registration, draw, scheduling, and member experience for in-house events. Communication & Outreach Maintain regular communication with assigned tennis member portfolio via email, phone, text, and in-person interactions. Execute targeted communications campaigns aligned with the AGM's multi-channel strategy and the Racquet Sports Director's programming priorities. Represent the club at tennis member events, USTA/PTR community functions, and departmental activities. Lead new member orientations within the tennis specialization. Support marketing and promotional efforts for tennis programs, lessons, and events. Lesson Conversion & Pro Coordination Partner with Tennis Pros to drive lesson program enrollment and lesson package conversions. Help members identify the right Tennis Pro match based on skill level, learning style, and goals. Track lesson participation rates and support pros in member retention through their lesson programs. Coordinate junior tennis programs in partnership with pros and the Kids Club function. Data, Reporting & Member Insights Maintain accurate member records, engagement notes, and outreach history in the CRM system (Salesforce or equivalent). Track key engagement metrics: tennis member retention rate, lesson participation, league enrollment, event attendance. Report regularly to the AGM and Racquet Sports Director on portfolio health and retention indicators. Use member data analytics to identify trends, opportunities, and at-risk indicators specific to the tennis program. Provide member feedback synthesis to inform programming, pricing, and service decisions.

Additional Duties

Due to the dynamic nature of the club, employees are expected to assist others as needed and take on additional tasks as assigned by management. Follow all company, club, and department policies, procedures, and instructions. Maintain a high level of professionalism and a commitment to excellence in interactions with members, colleagues, and staff. Promote and follow safe working practices, ensuring compliance with safety guidelines and encouraging others to do the same. Take the initiative in personal and professional growth and maintain any required certifications relevant to the role. Address and resolve challenges using available resources, working with regional and corporate teams to support club operations.

About You

Required High school diploma or equivalent. Minimum 2 years of experience in member service, customer relations, hospitality, or relevant tennis program experience. Strong interpersonal and communication skills, both written and verbal. Demonstrated ability to build relationships and manage a portfolio of customer or member relationships. Working knowledge of tennis (scoring, formats, league structures, basic teaching concepts). Proficient in Microsoft Office Suite and CRM systems. Preferred Bachelor's degree in Hospitality Management, Business, Sports Management, Communications, or related field. Prior experience in private club, premium hospitality, racquet sports environment, or competitive tennis. Tennis playing background (recreational, collegiate, or competitive). Familiarity with USPTA, PTR, USTA, or other tennis certification bodies and competitive structures. Prior experience managing tennis leagues, tournaments, or club events. Experience with Salesforce or similar CRM platforms. Strong organizational and time management skills with the ability to prioritize across competing member needs. Track record of meeting or exceeding retention, engagement, or sales conversion metrics. Bilingual (English/Spanish) a plus for Houston market.

Physical Requirements

Must be able to stand, walk, and perform physical activities for extended periods, including on tennis courts. Ability to work in varying temperatures and environments, including outdoor courts in Houston climate conditions. Capable of climbing ladders, squatting, kneeling, reaching, grasping, twisting, bending, and folding/unfolding as required. Able to lift, carry, push, and pull up to 25 lbs. occasionally (event setup, equipment transport). Effective communication skills with sufficient visual acuity, including talking and hearing.

Work Schedule

Attendance requirements include flexibility across mornings, evenings, and weekends to align with peak tennis member activity. Additional hours required for major member events, tournaments, league play, and seasonal peaks. Expected to be present during high-traffic tennis hours, league nights, and key tennis member functions. Some evening and weekend hours required to support adult league play and weekend junior programs.

What We Offer

We believe in taking care of our team, and our Total Rewards package reflects that commitment. Your actual base pay will be determined by your skills, experience, education, location, andif you're in a non-exempt rolehours worked. While not all roles at Invited are full-time, those full-time team members have access to a comprehensive benefits package that includes:

• Medical, dental, and vision coverage
• Life insurance
• Short-term and long-term disability insurance
• 401(k) retirement savings plan
• Generous paid time off and leave programs ( time off as required by applicable law is also provided for part time team members )

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