Member Experience Manager

2 weeks ago

Gold Coast, Queensland, Australia Fitness Formula Clubs (FFC) Full time
Benefits:
  • 401(k)
  • 401(k) matching
  • Dental insurance
  • Employee discounts
  • Health insurance
  • Paid time off
  • Vision insurance
  • Wellness resources
Position: Member Experience Manager Job Type: Full-time Location: FFC Gold Coast Compensation: $50,000-$62,000 annual salary (depending on experience) The Role: The Member Experience Manager is responsible for leading and motivating the Customer Service team, who will inspire, guide and help members achieve their health and fitness goals by encouraging their involvement through our best-in-class people, programs and services. You will oversee all aspects of customer service including, but not limited to, managing the front desk & café, interviewing, hiring, training staff, and more. What You'll Do:
  • Provide a clean, safe, and healthy environment for members, guests, and co-workers
  • Management of the Customer Service, Front Desk, Cafe experience
    • Interviewing, hiring, training, scheduling and coaching staff
    • Spend significant amount of time at the desk, especially during prime times, to ensure members are receiving our Superior Service
  • 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
  • Management of Cafe
    • Interviewing, hiring, training, scheduling and staff
    • Ensuring the experience in the Cafe 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
  • Fun Squad / Community
    • 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
Preferred Qualifications:
  • 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
What We Offer:
  • Insurance - Medical, Dental and Vision insurance through UnitedHealthcare
  • Company-paid Life Insurance
  • 401K - with company match
  • Professional Development Reimbursement - FFC will match 50% of the cost for an activity up to a maximum reimbursement amount of $200 allowed during the calendar year. We encourage our staff to diversify their educational development. This benefit becomes effective after 90 days of employment
  • We provide fitness instructor training and significant discounts on these educational programs (Pilates, Group Fitness, Personal Trainer, Yoga)
Other Perks of Working at FFC:
  • Complimentary Club Membership to use any of our FFC locations
  • Diverse and Inclusive Culture - Our team is composed of people from different walks of life who bring their thoughts, ideas, and perspectives to form a welcoming environment
  • 25% discounts on Spa, Retail, and Fitness classes for all employees
  • Employee appreciation programs
  • Various fringe benefits such as Nationwide Pet Insurance, Ventra Benefit Program (pre-tax dollars), T-Mobile Unlimited Talk, Text, and Data, phone plans for only $30 per line (up to 4 lines) and more

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