Member Services Manager

Galloway Ridge, Inc.•Pittsboro, NC

About The Position

At Galloway Ridge, we take pride in providing exceptional, resident-centered care in a warm and supportive community. We are looking for a hands-on Member Services Manager to oversee the Duke Center for Living at Fearrington. The Member Services Manager will create a welcoming environment and oversee the member services staff.

Requirements

Bachelors Degree
Basic Life Support and AED Certification
1-2 years of management experience required.
Experience with a variety of client populations.
Exceptional organization, communication, and time management skills, with prioritization of above responsibilities.
Must have the ability to multi-task.
Must have the ability to working within a group and work independently.
Skills in cash handling, point of sale and deposits and billing.

Responsibilities

Responsible for the oversight of the Membership Coordinator, Member Services Sales Associates, and Massage Therapist contractors.
Develops, implements, and oversees all front desk and massage operations, including staff workflows, daily procedures, and service standards.
Leads member communications initiatives and establishes clear customer service protocols to ensure a consistent, welcoming, and high-quality experience for all members and guests
Oversees monthly membership billing processes, including EFT and credit card drafts, to ensure accuracy and timeliness.
Monitors and tracks declined transactions, proactively following up to resolve billing issues.
Provides general oversight of the revenue and expense budget for massage services and facility supplies, ensuring responsible financial management and cost control.
Monitors departmental performance related to membership goals, retention, and utilization, using data to assess trends and opportunities for improvement.
Prepares and delivers clear, comprehensive monthly performance reports to the Assistant Director to support informed decision-making and strategic planning.
Assists with facility communications across both internal and external channels, ensuring clear, timely, and consistent messaging.
Maintains open and positive communication while collaborating closely with Leadership and Marketing staff on monthly membership promotions, the business plan, and the achievement of operational goals.
Oversees all aspects of staffing, hiring, interviewing, training, counseling, and onboarding of team members, in collaboration with the Assistant Director and Director.
Manages payroll processing for the department, including reviewing and approving time entries and handling time adjustments to ensure accuracy and compliance.
Conducts annual performance evaluations for Member Services staff, incorporating goal setting and ongoing performance development
Collaborates with Fitness Manager and Director to promote team unity and organization by supporting the DCFL Standards of Customer Service and providing outstanding internal and external customer service.