Member Services Manager

Position Title: Member Services Manager

Location: New London Recreation Center - New London, Connecticut

Type: Full time

Summary

We improve life and we’re here to serve. What you do is something special and contributes towards improving health within the New London community. Join our team of full time and part time team members at the New London Community Recreation Center, a new 57,000 square foot facility managed by Power Wellness. We specialize in managing state-of-the-art fitness and recreation centers for municipalities, hospitals, community colleges and foundations nationwide. Our 2,100 team members in 14 states are committed to excellence in fitness, wellness and recreation services that prioritize youth, family and senior programming.

The Member Services Manager provides leadership and supervision to the Member Services, Massage, Pro Shop, Childcare and/or Sales departments. The Member Services Manager ensures that all departments are delivering an exceptional member experience, while providing the highest level of customer service to members, guests and prospects of the facility.

Essential Duties And Responsibilities

• Provide leadership and supervision to supervisors, coordinators and associates in all managed departments.
• Promote and effectively sell memberships and all ancillary services included but not limited to personal training, medically-integrated programs, and nutrition services.
• Support to the Sales Associates in their daily activities and sales efforts.
• Proficiently sell memberships and all ancillary services included but not limited to personal training, massage therapy, medically-integrated programs, and nutrition services to achieve departmental and organizational goals.
• Secure and manage the following membership accounts: corporate, medically referred, community referred and all other memberships.
• Maintain accurate lead and prospect tracking records, providing consistent and timely follow up.
• Be able to conduct a center tour to all prospects, using tour guide policy.
• Support the new member fitness assessment process, including introduction of the new member to the fitness team, scheduling assessments, etc.
• Participate and assist in developing center marketing activities used to procure and retain memberships.
• Represent the center by attending off-site events such as health fairs, corporate events and speaking engagements with the intent of sharing center information and procuring memberships.
• Understand demographics, market characteristics and target audience for the center, as well as center competition to assess membership options in the community.
• Solicit and enroll new community partners.
• Respond to member feedback with a high level of professionalism, demonstrate and provide customer service standards for all associates, and intervene with service recovery if conflicts and/or issues occur.
• Work towards achieving established satisfaction survey metrics and provide coaching and direction to achieve threshold scores as it relates to member and guest satisfaction.
• Assist Center Director with daily center operations and provide leadership in the absence of the Center Director.
• Maintain knowledge of all events and activities being promoted within the center and assist with all center marketing as it relates to acquiring new memberships, member communication, promotion of ancillary services and retention.
• Represent and promote the center in the community by attending and hosting events.
• Have the ability to perform all the duties outlined in the Member Services Associate job description as needed.
• Exercise discretion and independent judgement in providing leadership and center oversight for day-to-day operations across all departments as it relates to member, employee or facility-related issues that might arise.
• Encourage employee professional growth through training, supervision, empowerment, continuous performance management and feedback.
• Provide regular feedback, write and conduct interim and annual performance reviews.
• Conduct regularly scheduled staff meetings.
• Participate in management meetings and all-team meetings.
• Assist with department work schedules and time cards.
• Hiring and training associates in all managed departments.
• Assist with development of department operating and capital budgets annually.
• Work Manager on Duty shifts as assigned.
• Maintain friendly, well trained and customer service oriented staff, and inter-department relationships.
• Be proficient in all core business software as it relates to job duties and responsibilities.
• Work towards meeting departmental and organizational goals.
• The ability to be flexible and accommodating as it relates to center hours, work schedules and scheduling appointments for prospects and members.
• Must meet all safety requirements and certifications necessary to perform job duties.
• Demonstrate complete knowledge of emergency and safety procedures including the use of facility paging system and confidence in calling and communicating with EMS.
• Participate in Company's HIPAA and related training.
• Maintain a positive and professional demeanor during interactions and work related relationships with all persons at the center including but not limited to members, guests and employees as provided in the Employee Handbook at the time of hire.
• Demonstrate Power Wellness Core Values & Beliefs.
• Other duties as assigned.
  
  

Qualifications

• Bilingual in English and Spanish preferred.
• Bachelor's degree in business, marketing, hospitality and/or health care related field required, unless promoted from Member Services Associate or other position or in position at time of acquisition.
• Minimum 2 years supervisory experience required.
• Minimum 2 years of experience in sales or customer service required.
• CPR/AED certification required within 90 days of hire.
• Must possess excellent inter-personal and communication skills, and the ability to work with members in a positive, service based manner.
• Ability to multi-task and maintain a controlled and professional demeanor with a high level of organizational skills and efficiency.
• Proficient computer skills.
• Excellent sales, marketing, writing, presentation and tracking skills required.
  
  

We Improve Life By Delivering Excellence In Health, Fitness & Wellness Management.

Integrity * Excellence * Humanity * Passion * Creativity * Humility