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. #J-18808-Ljbffr