Membership Manager manages an association or member organization's service operations to expand membership, deliver member satisfaction, and achieve strategic goals. Implements programs and initiatives to engage current members and recruit new ones. Being a Membership Manager follows service operational standards and policies to deliver efficient services to members. Utilizes web or social media processes to promote the organization and distribute membership information to prospective members. Additionally, Membership Manager maintains a database or system using data collection processes, tools, and analysis to measure and report on member satisfaction and retention. Typically requires a bachelor's degree. Typically reports to a director. The Membership Manager manages subordinate staff in the day-to-day performance of their jobs. True first level manager. Ensures that project/department milestones/goals are met and adhering to approved budgets. Has full authority for personnel actions. To be a Membership Manager typically requires 5 years experience in the related area as an individual contributor. 1-3 years supervisory experience may be required. Extensive knowledge of the function and department processes. (Copyright 2024 Salary.com)
Position Summary
The Lead-Membership Concierge delivers a best in class experience for all club members and guests, through leadership of the Membership Concierge Team. You will build and actively participate within a departmental culture which delivers excellence in the guest buying experience, service execution and member retention as aligned with our premium brand. In this role, you will leverage your expertise to lead a team which creates value-based relationships while proactively engaging members and guests to programs and services which help meet their healthy way of life goals.
Job Duties and Responsibilities
Skillfully handles complex member/guest engagements and leads by example through active participation in the join, service and save experience.
Hires, manages, supports, develops, coaches, and mentors a team of professionals to be successful based on brand and performance expectations. Includes disciplinary and termination actions as needed.
Achieves or exceeds membership acquisition and retention goals and KPIs through strategic business planning and execution.
Meets department financial expense expectations through payroll management and effective scheduling of the Concierge Team.
Strategically drives an experience driven department culture, utilizing insights from member/guest feedback provided through social media, surveys, and interactions to identify opportunities and capitalize on successes.
Manages compliance within Life Time policies, procedures and processes.
Position Requirements
High School Diploma or Equivalent
CPR/AED certification required within 30 days of hire
3 years of managerial experience
3 years of customer service experience
3 years of sales experience
3 years of achieving budget goals
Preferred Requirements
Bachelors Degree in related field
Experience working in a high-energy and fast paced environment with proven multi-tasking skills
Superior time management skills
Ability to prioritize tasks
Adapts to change and innovation
Experience with Microsoft Dynamics CRM and Microsoft Office Suite
Life Time is a place for everyone. As an organization, we are committed to an inclusive, diverse and equitable workplace that respects and celebrates the unique contributions of each individual while ensuring we remain an equal opportunity employer that recruits, hires, trains and promotes based on merit and qualifications.