Member Experience Manager

Fitness Formula Clubs (FFC) • Chicago, IL

3d • $55,000 - $60,000 • Onsite

About The Position

The Member Experience Manager is responsible for providing a clean, safe, and healthy environment for members, guests, and co-workers. This role involves the management of Customer Service, Front Desk, and Spa Reception teams, including interviewing, hiring, training, scheduling, and coaching staff. A significant portion of the role involves being present at the desk during prime times to ensure members receive superior service. Key responsibilities include handling member cancellations, managing in-person, phone, and email requests to ensure exceptional member experiences and retention, and reviewing metrics to improve retention strategies. The position also coordinates member integration with the Membership and Fitness Directors to proactively retain members, tracks relevant integration data, and manages the Spa Reception team to ensure the spa experience aligns with core values of superior service and cleanliness. Additionally, the role involves collecting past-due balances, converting members to EFT payments, creating events and initiatives to foster a fun environment and sense of community among members, meeting departmental goals, ensuring communication materials are up-to-date, developing the annual departmental budget, maintaining cleanliness standards, processing paperwork accurately, attending meetings and training sessions, representing FFC at community events, and compiling/presenting reports to the General Manager. Additional duties may be assigned.

Requirements

• 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

Responsibilities

• Provide a clean, safe, and healthy environment for members, guests, and co-workers
• Management of the Customer Service, Front Desk, Spa Reception, and Spa Reception teams
• Interviewing, hiring, training, scheduling and coaching staff
• Ensure members are receiving our Superior Service by spending significant time at the desk, especially during prime times
• 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
• 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
• 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

Benefits

• Health insurance
• Paid time off
• Vision insurance
• Wellness resources
• 401(k)
• 401(k) matching
• Dental insurance
• Employee discounts
• Medical, Dental, and Vision through Blue Cross Blue Shield of Illinois
• Company-paid Life Insurance
• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed