UNIV-MUSC Wellness Center Member Services and Business Program Manager

Medical University of South Carolina • Charleston, SC

2d • $52,100 - $88,600 • Onsite

About The Position

The Member Services and Business Program Manager is responsible for developing, implementing, and monitoring programs that attract, enroll, and retain members at the MUSC Wellness Center. This role involves assisting with business operations technology, developing strategic metrics, managing customer complaints, overseeing membership sales, and enhancing the member experience through onboarding and events. Additionally, the position includes staff management, strategic planning, budgeting, and assisting with marketing initiatives and fitness programs.

Requirements

• Bachelor’s degree in a discipline related to the area of assignment, or an equivalent combination of training and experience.
• 2 years of relevant work experience.
• All degrees must be received from appropriately accredited institutions.
• CPR and AED certified within 6 months of assuming position.
• Must be able to work well with various member populations and people of all ages.
• Must possess ability to complete multiple tasks with detail without close supervision.
• Must possess ability to solve practical problems in a variety of situations.
• Must be able to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
• Must possess ability to communicate effectively verbally and in writing and establish and maintain effective working relationships with students, faculty, staff, and the public.
• Must be able to effectively operate telephone, computer, and various office equipment and software.
• Must possess ability to calculate figures and amounts such as discounts, interest, commissions, proportions, and percentages.
• Must possess strong customer service skills.
• A bachelor's degree and two years relevant program experience.

Nice To Haves

• Masters’ degree in a discipline related to the area of assignment, or an equivalent combination of training and experience.
• At least 5 years of professional work experience

Responsibilities

• Assist in using business operations technology, such as club management software, to ensure smooth functioning and identify areas for improvement.
• Develop annual strategic metrics and reports for membership outcomes.
• Assist in the implementation and promotion of new technology and programs for the Wellness Center.
• Serve as a member of the management team supporting business and member operations including MOD rotations and special projects.
• Manage, monitor, and address customer complaints and issues.
• Support other full-time staff by assisting in administrative procedures to ensure the smooth and efficient operation of the Wellness Center.
• Manage membership sales and additional amenities like parking, locker rentals, and facility reservations.
• Monitor all cancellations made by members of the Wellness Center to ensure that accounts are kept up to date.
• Develop and implement a strategy to boost membership numbers at the MUSC Wellness Center.
• Develop and oversee a member onboarding program to enhance the overall experience, increase member retention, and identify new revenue streams. This includes creating a structured membership tour and sales process.
• Ensure that members' information is current, including payment details, contact information, and membership status.
• Communicate with new members on a regular basis via phone and email.
• Develop and implement events and strategies for members to enhance member satisfaction.
• Hiring, training, and scheduling staff to ensure adequate coverage for key areas of the facility.
• Supervise employees in key areas of the facility, such as the membership desk, cardio room, and strength training areas. This includes overseeing full-time staff, Health and Wellness Ambassadors, and student employees.
• Review the staff performance biannually to identify areas for improvement.
• Ensure that all timecards and mandatory trainings are completed by the deadline.
• It is important to review all timecards to ensure accuracy in recording hours worked.
• Assist in creating an annual program plan and budget that includes projected revenue, estimated expenditures, as well as plans for new membership acquisition and member retention campaigns.
• Assist in the implementation of new and innovative revenue programs for member recruitment and retention.
• Track monthly net member sales using reporting measures with club management software.
• Assist the Marketing Director in developing and implementing marketing membership campaigns.
• Assist with internal employee and member communications by using newsletter and email communication.
• Assist with fitness training clinics such as pickleball, personal training, and other group revenue programs.

Benefits

• The Medical University of South Carolina is an Equal Opportunity Employer.
• MUSC participates in the federal E-Verify program to confirm the identity and employment authorization of all newly hired employees.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level