Member Engagement Specialist

Village Health Clubs & Spas

1d•Onsite

About The Position

The Membership Engagement Specialist is the liaison and main point of contact for member engagement . This role will advise and assist members with Village programs, club services and activities that the Village has to offer. In addition, create a positive customer service environment that supports and encourages Village standards. This role will consistently interact with members and guests, in a warm and friendly manner with the highest level of personalized hospitality and service.

Requirements

Excellent customer service skills with the ability to handle member or prospective member questions and concerns.
Proficiency in Microsoft Office Suite (Outlook Word, Excel, PowerPoint).
Strong organizational skills with special attention to detail.
Minimum of one year of experience in an office/professional environment.
Ability to prioritize and handle multiple tasks in a timely manner.
Must be a proven self-starter.
High School Diploma or GED.
CPR certification within 30 days of hire through Company training.
May be required to work evenings and weekends to attend member events.
Required to maintain a physical presence within the Village to perform assigned duties.

Responsibilities

Attract and Retain members by consistently providing excellent customer service.
Communicate with current and new members via email, phone, and face to face.
Partner with the membership team to find ways to retain members and reduce cancellations.
Pull and analyze statistical reports on member club usage and contact members to encourage increased usage.
Responsible for interacting with employees, members and guests in a manner aligned with the People, Places and Programs components of the Village Standards.
Partner with all departments to assist with the creation, promotion, and implementation of engagement programs.
Stay informed and share information regarding club events/activities with members to increase engagement.
Build rapport and trust by being in direct contact with members and employees.
Actively assists in resolution of member complaints or concerns.
Access various software platforms to evaluate new member integration and “at risk” members to reduce club cancels. Responsible for handling member responses from automated tactics. Communicate through personalized emails, text and/or phone calls to both new members and members under the low and moderate risk category.
Social Media; Share Village Club activity photos with Programs/Activities Director. Such as, member interaction, member events, and daily member activities.
Pulls reports on New Member data from a database with regularity. Shares findings and strategies with Key Directors, Group Fitness, Fitness and Nutrition departments.
Monitor members that have low club usage and proactively reach out to them to invite them to an event or class based on prior club usage.
Participate in club sponsored member events. Days, Evenings, Weekends.
Required to attend mandatory training and meetings.
Perform other duties as assigned.