Member Relations Specialist

3 weeks ago

Sydney, Australia Catalyst Training Co Full time

**About Us**: Catalyst Training Co, our mission is to foster an inclusive, results-driven community where everyone feels empowered to achieve their best selves. We are seeking a passionate, client-focused Member Relations Specialist who thrives in providing a personalized, boutique-level experience.

**The Role**: As a Member Relations Specialist, you will be the welcoming face of Catalyst Training Co., creating an environment where members feel valued, supported, and motivated every time they walk through our doors. Your role is vital in ensuring our members receive a consistently exceptional experience from the moment they arrive until they leave the gym. Additionally, your sales expertise will be critical in growing our community, whether through converting inquiries into memberships, upselling services, or building strong relationships that foster member retention.

If you are passionate about customer service, have sales experience in fitness, and love helping people achieve their fitness goals, we’d love for you to join our team.

**Key Responsibilities**:

- **First Impressions Matter**: Warmly greet all members and visitors within 10 seconds of arrival, making them feel instantly welcome and comfortable.
- **Personalised Engagement**: Engage with members by name, referencing their achievements, preferences, and goals, ensuring every interaction feels personal and meaningful.
- **Sales and Membership Conversion**: Handle inquiries, provide tours to prospective clients, and convert leads into memberships by highlighting the unique benefits of Catalyst Training Co.
- **Concierge-Level Assistance**: Assist members with booking classes, arranging personal training, and offering support like a concierge to ensure their needs are met beyond the basic gym services.
- **Client Journey Support**: Provide proactive support throughout the entire client journey—from onboarding to follow-up calls—ensuring each new member is welcomed, introduced, and checked-in on after their first session.
- **Upsell Services**: Proactively recommend additional services (e.g., specialty classes, personal training) to help members achieve their fitness goals while ensuring their needs are met in a genuine and client-centric manner.
- **5-Star Facility Standards**: Maintain the cleanliness and organization of the reception area and common spaces.
- **Relationship Building**: Actively communicate with coaches and trainers, sharing member feedback and insights to enhance the overall gym experience.
- **Delightful Moments**: Surprise and delight members with unexpected gestures—like congratulatory notes, complimentary towel service, or simply remembering their recent successes.

**About You**:

- **Customer Service Enthusiast**: You have a passion for delivering exceptional customer service and going above and beyond for others.
- **Sales-Driven**: You have experience in sales, preferably within the fitness industry, and are confident converting leads into memberships, upselling, and achieving sales targets in a client-focused manner.
- **Fitness Knowledge**: Ideally, you hold a minimum of Certificate III in Fitness, which gives you the ability to communicate effectively with members about their fitness goals, understand exercise routines, and provide guidance.
- **Personable and Warm**: You are confident engaging with people of all backgrounds and enjoy building genuine relationships.
- **Proactive Problem-Solver**: You can think on your feet and provide effective solutions to ensure members always feel heard and cared for.
- **Attention to Detail**: You have an eye for maintaining facility standards that reflect a luxury environment, ensuring every area is immaculate and inviting.
- **Team Player**: You work collaboratively with the coaching and operations teams to ensure an integrated, seamless experience for members.
- **Excellent Communicator**: Your verbal and written communication skills are top-notch, making every interaction professional, clear, and welcoming.

**Experience & Requirements**:

- **Sales Experience**: Proven experience in a sales role, preferably in the fitness industry, with a track record of achieving membership or sales targets.
- **Certificate III in Fitness (admirable)**: Required to provide members with informed support and guidance about their training and gym use.
- Prior experience in customer service, hospitality, or luxury retail is highly valued.
- Comfortable working on rotating shifts, including mornings, afternoons, and weekends.
- Proficient in using CRM software to manage member information and follow-up.

**What We Offer**:

- **Workplace Culture**: Be part of a motivating and supportive team, dedicated to fostering an inclusive and professional environment where we elevate each other.
- **Professional Growth**: Opportunities for career development through mentorship, ongoing training, and a supportive leadership team that is invested in your success.
- **Membership Perks**: Compliment

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