Kinetic Sports Club

"Member Experience" Manager

Location

Pelham Manor, NY

Type

Full Time

 

Would people you know describe you as a HIGH ENERGY PERSONALITY, OUTGOING, APPROACHABLE AND PROFESSIONAL?  

If so, consider applying for this newly created position.

 

Member Experience Manager

Overview:

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.

 

Prime Directive: To assist sales team, retain members and deliver outstanding service

Responsibilities:

Essential Duties and Responsibilities:

  • Management of the Customer Service and Front Desk 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 Member Cancellations for the club
    • Personally handling in-person, phone and email requests in a way that provides an exceptional member experience and also serves as many members as possible
    • Key point person for answering Medallia surveys
    • 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 KIP’s & conversion rates and other pertinent integration data
  • 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

Other Duties and Responsibilities:

  • 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
  • Maintain standards of cleanliness for Central Team Support staff, Front Desk and office
  • Process all paperwork in a timely and accurate manner
  • Attend all department head meetings, team meetings and training sessions
  • Represent Kinetic Sports Club 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

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 weekends and 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 50 lbs. with or without reasonable accommodation

Contact Donna Giglio at donna@franchisecontractors.com to set up an interview ASAP*

 

Company Website: www.kineticsportsclub.com

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Or apply here.

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Company Website: www.kineticsportsclub.com