Member Experience Lead

At Retro Fitness, Get Real is our promise of offering an honest, simple, non-intimidating approach to helping our community achieve their fitness goals.

THIS ROLE REQUIRES WEEKEND AVAILABILITY

The Member Experience Lead will ensure that members receive the highest quality of service and facilities, as well as lead, motivate, and manage their team.

This role will exhibit an ability to achieve the financial targets for the club as outlined in the annual budget by motivating, leading, supervising, and coordinating the activities of employees engaged in servicing our members’ needs.

Experience Requirements :

• 4-year college degree preferred or related business experience.
• 1+ years of management experience.

Schedule Requirements :

This position requires a Friday-Tuesday schedule, which may vary, as you will be responsible for weekend performance.

Skill Requirements :

• Excellent written and verbal communication
• Strong organizational skills
• Strong leadership skills
• Strong administrative skills
• Strong customer service skills
• Strong computer skills

Professional Responsibilities :

Operations

• You will assist the General Manager and Membership Services team in attaining daily, monthly, and annual membership goals.
• Coordinate and work within club support functions of Fitness, Sales, and Operations.
• Resolve member complaints in an efficient and tactful manner following club procedure and documentation.
• Promote a professional and welcoming atmosphere that enhances the quality of service and care offered to the members and employees.
• Ensure the club meets brand standards for cleanliness, maintenance, safety, and security.
• Ensure visible maintenance items are repaired promptly and proper signage is posted.
• Track completion of opening / closing checklists, logs, and cleaning checklist.
• Communicate and implement club policies and procedures to employees.
• Achieve desired personal training revenue, Set / Show / Close, and session burn goals.
• Facilitate integration of Personal Training services into point-of-sale presentations to maximize the number of fitness assessments scheduled and packages sold.

Sales

• Achieve desired revenue goals in the following profit centers :
• Membership

Training

Retail & Merchandising

• Monitor flagged check-ins to increase revenue and reduce collections.
• Ensure ongoing prospecting and generation of new prospective members.
• Ensure that the staff has a high level of knowledge about the club’s programs, facilities, and equipment.
• Demonstrate an ability to increase revenue per member.
30+ days ago