Guest Experience and Membership Manager

TEAM FX LLC•Towson, MD

45d

About The Position

Overview: TEAM FX strives to make a positive impact in the lives of others, and it all starts with our passionate TEAM. We’ve created a fitness and wellness experience that inspires people to perform and feel their best. Our teammates are elite, high-performing individuals who have an unparalleled commitment to empower populations to make healthy lifestyle changes through passion, technology, and constant evolution. Our Hunt Valley wellness center brings together a state-of-the-art Under Armour Performance Center, a full-service Spa, Salon, and Med Spa, creating a comprehensive ecosystem of fitness, recovery, beauty, and performance. We are committed to delivering exceptional experiences and long-term wellness results for every member and guest. We are seeking a Guest Experience and Membership Manager who will report directly to the General Manager and own all membership types for each department, elevate the member journey, and lead our Guest Relations Team to the highest standard of hospitality. Key Responsibilities: The Guest Experience and Membership Manager serves as the strategic and cultural driver of our membership experience, acting as the key liaison between members, Guest Relations, fitness leadership, spa/med spa teammates, and corporate support. This role directly supervises the Guest Relations Team and ensures an exceptional end-to-end experience for both members and guests through strong communication, refined processes, and a commitment to service excellence. This leader oversees all membership programs—including fitness, spa, med spa, and future offerings—while driving sales, retention, engagement, and service consistency. By coaching our frontline teammates, executing operational standards, and analyzing performance data, the Guest Experience and Membership Manager elevate the member journey and strengthens our culture of hospitality across every touchpoint. A detailed list of key responsibilities of the Guest Experience and Membership Manager is below. TEAM FX is constantly evolving and although the below are the core responsibilities of this teammate, this role may evolve, and responsibilities may change.

Requirements

3–5 years of experience in fitness, hospitality, or retail sales and leadership.
Demonstrated experience meeting or exceeding revenue goals.
Able to manage multiple projects and teammates simultaneously, with strong organizational skills and attention to detail.
Strong leadership skills to guide, motivate, and develop a high-performing team.
Ability to work effectively with cross-functional teams and foster a collaborative environment.
Excellent communication skills to articulate marketing visions clearly to the team and external partners.
Proficient in analyzing trends and data to make informed decisions.
Skilled in prioritizing tasks and managing time effectively in a fast-paced environment, where brands may pivot objectives based on business needs.

Nice To Haves

Bachelor’s degree in business or another related field, preferred but not required.
Familiarity or experience with ABC Fitness, ClubOS and/or Zenoti software systems is preferred, but not required.

Responsibilities

Lead, inspire, motivate, and hold the Guest Relations Team accountable to consistently deliver a world-class wellness experience across the fitness, spa, salon, and med spa departments.
Train Guest Relations Teammates in membership selling, objection handling, and value-focused communication.
Facilitate ongoing team training focused on service excellence, communication skills, membership knowledge, and operational procedures.
Lead tours and personally drive membership closes when needed, exemplifying the highest standards of our membership sales experience.
Oversee the full lifecycle of all membership types—fitness, spa, med spa, hybrid packages, and new products as they are introduced—with a strong emphasis on proactive outreach and sales execution.
Develop a deep understanding of each membership category, benefits, pricing, and positioning to effectively communicate value and support both inbound and outbound sales efforts.
Conduct targeted outreach to prospective members, former members, and current guests to generate leads, increase conversions, and support ongoing membership growth.
Ensure membership products remain competitive, clearly communicated, and aligned with evolving guest needs and market trends.
Collaborate with marketing, sales, and operational leaders to create compelling membership campaigns and drive consistent lead generation and conversion opportunities.
Implement retention strategies such as follow-up systems and personalized outreach to strengthen member loyalty and increase overall lifetime value (LTV).
Analyze membership data to identify trends, risks, and growth opportunities.