Member Experience Specialist

Job Description

Job Description

POSITION DESCRIPTION POSITION TITLE: Member Experience Lead (MEL) REPORTS TO: General Manager DIRECT REPORTS: Member Experience Specialists FLSA: Hourly, Non-Exempt COMPENSATION: $19.00 per hour + commission + up to a $575 monthly bonus POSITION OVERVIEW The company is seeking a Member Experience Lead to create an uplifting, inclusive, and welcoming experience for members and guests. The ideal candidate is engaging, positive, diligent, organized, and results-oriented, with a take-charge personality and a reputation for getting things done. The Member Experience Lead supports the General Manager and helps develop a high-performing team within the club. This position leads by example and coaches Member Experience Specialists on how to provide an exceptional experience for members and guests. BENEFITS The company offers a comprehensive benefits package, which may include healthcare benefits for employees working 20+ hours per week. All employees receive complimentary gym memberships. Employees working 30+ hours per week may be eligible for: • Paid Time Off • Health, Dental, and Vision Benefits • Paid Parental Leave Employees working 40 hours per week may be eligible for: • Flexible Vacation Plan • Paid Holidays PURPOSE The Member Experience Lead is responsible for supporting the General Manager, leading the Member Experience team, and helping drive club performance. This individual will ensure a welcoming, non intimidating experience for guests and members while coaching team members to deliver excellent customer service and achieve sales goals. KEY RESPONSIBILITIES • Ensure Member Experience Specialists create and maintain a positive, welcoming culture within the club. 1 • Implement a welcoming guest-to-member journey and create an exceptional experience for guests and members. • Assist with recruiting, hiring, and training Member Experience Specialists. • Lead by example and ensure company values are reflected in all communications and interactions. • Promote in-club retail products, including snacks, beverages, gear, and apparel. • Help maintain the club by ensuring equipment is functioning, facilities are clean, and staff are friendly and helpful. MANAGEMENT RESPONSIBILITIES • Support the General Manager by forecasting upcoming staffing needs. • Maintain frequent communication with team members to understand staffing and operational needs. • Work with the General Manager to schedule and conduct interviews and assist in selecting qualified candidates. • Schedule and facilitate training for new team members. • Help create a welcoming environment for interview candidates and new hires. • Evaluate team member interactions and provide in-the-moment coaching and feedback. • Delegate tasks to maximize efficiency, balance workloads, and ensure completion. • Coach team members on customer service and converting guests into members. • Support the General Manager in developing and executing sales plans. LEADERSHIP AND COACHING • Communicate effectively, lead by example, and motivate team members. • Help team members understand and demonstrate the organization's values and service approach. • Proactively provide ideas and solutions to improve business performance. • Prioritize tasks to achieve club goals and adjust priorities as business needs change. • Delegate tasks and responsibilities to ensure work is completed efficiently. 2 • Build trust and strong relationships with team members. • Provide coaching that inspires commitment and positive change. • Provide input to the General Manager regarding succession planning and employee development. REQUIRED QUALIFICATIONS • High School Diploma or GED required; Bachelor's degree preferred. • 3+ years of customer service experience in retail, restaurant, fitness, or another in-person service environment. • 3+ years of experience leading operational teams. • Strong verbal and written communication skills. • Ability to quickly build relationships, establish trust, and positively influence others. • Personal interest in health, wellness, fitness, or nutrition. • Must obtain current CPR certification. • Must pass a background check. WORKING CONDITIONS Primary work is performed in a fitness facility and office setting. Temperature variations may occur. The environment includes ambient noise from conversations, fitness equipment, and machinery. PHYSICAL AND MENTAL REQUIREMENTS • Frequent talking and communication, including conveying detailed or important instructions accurately and efficiently. • Non-sedentary work requiring standing and walking for most of the shift. • Ability to lift, push, pull, and move a minimum of 50 pounds. • Ability to work with a variety of variables and interpret and communicate instructions. • Regular attendance is an essential function of the position. Employees must work scheduled shifts during business hours to assist members and sell services in person. 3 This position description is intended to describe the general nature and level of work being performed. It is not intended to include all duties and responsibilities. The order in which duties and responsibilities are listed is not significant. The employer is an equal opportunity employer

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