Member Services Manager

Dedham, Massachusetts
Dedham Health & Athletic Complex

Job Summary:

The Member Services Manager is responsible for ensuring a high level of member satisfaction by overseeing all aspects of member relations, including front desk operations, membership sales and renewals, customer service, and conflict resolution. This role involves managing the member services team, developing processes to improve member engagement, and ensuring a seamless experience for all club members from onboarding to daily interactions.

Key Responsibilities:

1. Customer Service :
2. • Ensure the highest standards of customer service are consistently delivered at the front desk and throughout the club.
   • Address member concerns, complaints, and suggestions in a timely and professional manner.
   • Work closely with the front desk team to ensure members’ inquiries are handled efficiently.
3. Team Leadership :
4. • Recruit, train, and manage the member services/front desk team to ensure they meet performance and service standards.
   • Create and maintain staff schedules, ensuring adequate coverage for the front desk and member service areas.
   • Conduct regular performance evaluations, providing feedback, coaching, and training opportunities for team development.
5. Front Desk Operations :
6. • Oversee daily front desk operations, ensuring that check-ins, payments, and member inquiries are handled smoothly.
   • Maintain an organized and welcoming reception area that reflects the clubs values and standards.
   • Ensure the team follows all membership policies, including check-in procedures, guest passes, and account management.
7. Member Engagement :
8. • Build strong relationships with members, encouraging feedback and fostering a sense of community within the club.
   • Develop and implement programs or events to engage members and encourage active participation in club activities.
   • Collaborate with the fitness, marketing, and event teams to promote new offerings, fitness classes, or special events.
9. Sales and Marketing Support :
10. • Assist with the development of marketing strategies and campaigns to attract new members and retain existing ones.
    • Ensure the member services team is informed about current promotions, new programs, and special offers.
    • Work closely with the sales team to convert member leads into memberships, ensuring a seamless handoff from inquiry to sale.
11. Policy and Compliance :
12. • Ensure compliance with all club policies and procedures related to membership and customer service.
    • Enforce health and safety guidelines, ensuring that members are informed and compliant with club rules.
    • Handle any escalations or issues related to member behavior, membership cancellations, or disputes.

Qualifications:

• Bachelors degree in business management, hospitality, or a related field (preferred but not required).
• Experience in customer service management, in the health or fitness industry a plus.
• Strong leadership and team management skills, with experience in supervising staff.
• Excellent communication and interpersonal skills.
• Ability to resolve conflicts diplomatically and maintain a positive atmosphere for members.
• Strong organizational and multitasking abilities.
• Ability to work in a fast-paced environment and handle high-pressure situations with ease.

Preferred Skills:

• Experience working in a membership-driven organization, such as a gym, health club, or recreation center.
• Sales experience, particularly in membership sales or service-based sales.
• Familiarity with fitness and wellness services, understanding the needs and preferences of health club members.

Work Environment:

This role typically involves working at the front desk or member service area of a health club. The Member Services Manager may need to work evenings, weekends, or holidays, depending on the clubs hours of operation and special events.

The pay range for this role is:
55,000 – 60,000 USD per year(US National)

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