Director of Member Engagement and Services

The Director of Member Engagement and Services at Fitometry Health Club is responsible for creating superior member experiences through proactive engagement, exceptional customer service, and seamless operational management. This role focuses on increasing member retention, satisfaction, and loyalty by implementing innovative engagement strategies, overseeing concierge services, and developing staff to provide best-in-class service. The Director will work closely with all departments to ensure a welcoming and community-driven atmosphere that aligns with Fitometry’s mission and values.

Key Responsibilities:

Member Engagement & Retention:

• Develop and implement strategies to enhance member engagement, ensuring a high level of satisfaction and long-term retention.
• Design and oversee member onboarding programs, ensuring new members feel welcomed and integrated into the club.
• Create and manage member events, loyalty programs, and community-building initiatives.
• Collect and analyze member feedback, addressing concerns proactively to enhance overall experience.
• Develop personalized engagement strategies to re-engage inactive members and reduce churn.
• Drive findings to influence

Data & Performance Analysis:

• Track and analyze key performance indicators (KPIs) related to member engagement, retention, and customer service.
• Prepare and present reports to senior management, identifying trends and areas for improvement.
• Use data-driven insights to refine engagement strategies and enhance member experiences.
• Influence Personal Training, Group Exercise Program and general club initiatives based on member feedback, data collection, and observations to ensure offerings align with member interests and needs.

Customer Service & Operations:

• Collaborate with all departments to streamline operations and enhance overall performance and member experience
• Mobilize and oversee concierge staff, ensuring exceptional service standards are met consistently.
• Provide excellent customer service by addressing member concerns and inquiries

Staff Development & Leadership:

• Develop and enforce Standard Operating Procedures (SOPs) for club operations including staff training and education.
• Train and mentor staff fostering a high-performing, service-oriented team.
• Implement ongoing training programs focused on customer service, conflict resolution, and member engagement strategies. Conduct regular performance evaluations and provide constructive feedback to ensure continuous improvement.
• Establish and ensure a culture of accountability, teamwork, and professionalism within the organization.

Qualifications:

• Minimum of 5 years of experience in member engagement and services within a health club setting.
• Strong leadership skills with a minimum of 3 years of experience managing teams in a health club environment.
• Strong project management skills with the ability to drive initiatives forward
• Ability to develop and execute strategic initiatives that improve member satisfaction and retention.
• Passion for health, fitness, and wellness, with a commitment to creating a welcoming community for members.
• Excellent supervisory and leadership abilities to guide and motivate teams effectively
• Ability to manage multiple tasks simultaneously while maintaining attention to detail
• Experience in recruiting, training, and developing staff members
• Top notch interpersonal, and problem-solving abilities is a must.

Compensation:

• Competitive salary based on experience.
• Performance-based incentives.
• Base incentives= $80- $120k