Member Relations Lead

John Reed Fitness • Santa Monica, CA

2d • Onsite

About The Position

The Member Relations Lead plays an integral role in leading the front-end team members and providing an elevated, seamless experience for JOHN REED members and guests. This role will be assisting the Club Manager and the Assistant Club Manager with the management of the day-to-day operational needs including onboarding, training new Member Relations team members, and ensuring that the club operates efficiently while role-modeling JOHN REED’s values and culture. This role requires strong people skills, an initiative-taking approach, and alignment with JOHN REED’s brand standards. The Member Relations Lead reports to the Club Manager.

Requirements

• Minimum of 2 years of service industry experience.
• Proficiency in using POS systems and relevant business software; adaptable to learning innovative technologies and tools as needed.
• Exceptional communication skills- clear, articulate, and professional in both verbal and written formats.
• Ability to manage multiple priorities in a fast-paced, dynamic environment with excellent time management and organizational skills.
• Experience in personal or membership-based sales with proven ability to drive engagement and retention.
• Comfortable handling high-volume phone lines while maintaining warmth, accuracy, and professionalism.
• Flexibility to work varied shifts, including mornings, evenings, weekends, holidays, and during special events as needed.
• Dependable and accountable; takes full ownership of responsibilities and follows through on execution.
• Willingness to adopt and implement app-based technology to enhance member onboarding and training experience.
• A collaborative team player who is supportive of all John Reed’s offerings and is enthusiastic about being a founding trainer for a growing brand.
• Must be able to lift up to 50 lbs and navigate stairs throughout the day across multiple floors.

Nice To Haves

• Prior experience in Boutique Fitness training, operations, or management is a strong plus.
• Understanding or appreciation of multiple fitness modalities is preferred.

Responsibilities

• Assist the Club Manager and the Assistant Club Manager with the management of the day-to-day operational needs of the club.
• Onboard and train all Member Relations team members.
• Serve as first point of contact at check-in; creating a welcoming environment that reflects John Reed’s hospitality.
• Stay informed on the latest offerings within the club and community to guarantee the members’ experience is exceptional.
• Conduct new fitness member inductions, assist with welcome tours, and aid members in navigating the various areas of the club.
• Assist members with booking spa appointments, pool cabanas, class bookings, and restaurant reservations—providing seamless coordination across amenities.
• Prepare New Member welcome gifts.
• Be comfortable discussing all of JOHN REED’s amenities.
• Be confident reaching out via phone or email to assist with account updates, payment info, and general inquiries. Be comfortable with both cold calls and warm conversations.
• Perform administrative duties including the following but not limited to, filing member’s contract, data entry, telephone, and email correspondence, updating members’ contact information.
• Proactively monitor member satisfaction and relay member insights and experience feedback to management—advocating for the continuous refinement of our services.
• Maintain regular and seamless communication with new and existing members by being approachable, detail oriented, and having presence on each floor to speak with members in person.
• Partner with Personal Trainers and Group Fitness Instructors on various fitness tasks, ensuring the JOHN REED guests receive the ultimate exclusive experience in fitness training.
• Complete full Fitness Studio Set up for Class Formats and assist with member check for class registration records.
• Assist with Fitness Studio resets post class in tandem with maintenance department, including maintaining order and cleanliness on the fitness floors and across six different group fitness studios.
• Assist the Fitness and Marketing team in the set up and breakdown of special events.
• Attend developmental and team meetings to stay aligned with club standards and deepen your understanding of JOHN REED’s evolving offerings.
• Any other tasks and/or duties as assigned by management.

What This Job Offers

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