Membership ManagerTitle: Membership Manager
Area of Interest: Membership (Sales)
Address: 00503 San Mateo - CA
City: San Mateo
Job Description: As a brand ambassador, the Membership Manager (MM) represents 24 Hour Fitness and ensures Membership Counselors (MCs) provide a welcoming, informative, and enjoyable experience for all prospective members during club visits. Membership Managers are held accountable for achieving club membership targets, personal training attachments, and club revenue goals.
.Lead and execute 24 Hour business processes that bring to life our Easy and Accessible Fitness brand promise by leading, training and developing a strong team of MCs proficient in showing potential members how Easy to Join and Easy to Use our clubs are.
.Achieve club membership goals by meeting or exceeding the club s new member enrollment and personal training attachment targets.
.Establish and communicate a compelling vision for the Membership Team, ensuring an environment where all MCs thrive.
.Enthusiastically create a club climate that supports Changing Peoples Lives Through Fitness.
.Consistently and effectively manage the performance of MCs, providing the necessary guidance, coaching, and corrective action, as needed.
.Uphold 24 Hour Fitness core values of ACHIEVE: Accountability, Connected, High Expectations, Integrity, Energize, Versatility, and Enjoy What You Do.
Span of Control / Organizational Relationship / People Management
Reports to the Club Manager (CM)
Job scope: 1 club
This position directly manages the following positions inside the club:
.Assistant Membership Manager (AMM) (if club size warrants)
.Membership Counselors (MC) (approximately 3-9)
Essential Duties & Responsibilities
The MM is responsible for performing the following activities for the club:
Staffing, Training, and Performance Management [60% of time]
Assemble and manage a fully engaged and high performing membership team that aligns with company values and goals. To achieve this objective, the MM will:
oParticipate in MC selection by reviewing applications, interviewing and making hiring recommendations to the Club Manager.
oKeep the club fully staffed with qualified MCs to appropriately meet Membership Department needs.
oTrain the MC Team to generate leads/new business through member promotions, leads, referrals, and guest passes.
oTrain MCs on delivering a personalized, guest-centric Sell Well tours and utilizing all company membership tools supporting new member enrollment and follow-up.
oTrain the MC Team on current marketing campaigns in order to effectively communicate to members and prospective members.
oManage MC performance by watching behaviors, coaching, and creating a can-do working environment.
oConduct weekly meetings with direct reports to review performance and offer direction, inspiration, and guidance toward achieving individual and club goals.
oAlong with the MC, set monthly, weekly and daily targets that are challenging but obtainable.
oOffer career growth and advancement opportunity mentoring.
oCreate and deliver corrective action to MCs who fail to exhibit the desired behaviors and/or who do not meet performance expectations.
oStrategically manage MC schedule within budgeted hours and/or business demands submitted to and approved by the CM.
oMeet with CM to review sales performance, club statistics and personal performance.
.Manager on Duty
oThe MM will be cross-trained in primary responsibilities of the Service Manager (SM) and Fitness Manager (FM). When no other managers are in the club, the MM will act as the Manager on Duty to be available for any and all member issues.
oCross-functional training with other departments will allow MMs to better serve members and support their own career development.
Club Tours & Presentations [20% of time]
.Create a great guest experience by delivering a personalized, guest-centric Sell Well Tour.
.Inspire guests to purchase memberships. Turn every guest club visit into a new member relationship by listening to guests goals, presenting 24 Hour Fitness in a way that best connects with them, and establishing trust in 24 Hour Fitness through transparent pricing, open dialogue, and passion for fitness.
.Integrate how personal training can play a vital role in achieving fitness goals with 100% of prospective new members.
.Present the opportunity to purchase fitness with 100% of new memberships.
Member and Prospective Member Service and Follow-up [20% of time]
.Create an outstanding member experience; follow up with current members to see if they are achieving their fitness goals. Serve as a resource for their questions or concerns, and put them in touch with the right 24HF resources as appropriate to ensure members are getting to their fitness goals.
.Generate leads/new business through member promotions, leads, referrals, and guest passes.
.Manage and follow-up on 100% of Web Leads, e-mail referrals, Missed Guests, and any other referrals.
.Help deliver on our Service Promise of a clean, friendly, and well-maintained club.
.As a contributing team member, assist the front desk as necessary allowing members to receive a friendly greeting/check-in and prompt attention to their needs.
.Execute other duties as assigned.
Knowledge, Skills & Abilities:
.Management experience in sales/service industry
.In-depth knowledge of sales practices and techniques
.General understanding of Fitness Industry
.Ability to work with computers
.Must have good interpersonal communication skills.
.Excellent customer service skills
.Independent, self-starter with strong organizational skills
.Must be a team player
Certifications / Educational Level:
.High School Diploma or GED required
.Bachelor s Degree preferred
.Must complete company sales training and orientation programs
.Cardiopulmonary Resuscitation (CPR) and Automated External Defibrillator (AED) certification required
.Demonstrated success in a service-oriented sales environment
.Preferred: Prior management experience in service sales industry leading 3-10 employees
.Preferred: Experience in fitness membership sales
.Ability to work in club office; move about club floors and rooms; review, revise, create club paperwork; communicate with employees, members, and the public
.Ability to lift 45 pounds
.Travel: Must be able to travel by car and airplane up to 10 percent of the time
.Ability to access and operate Company computer system including document preparation, data entry, and reading reports from a computer data base or e-mail system
.Ability to communicate telephonically with members and prospective members
.While performing the duties of this job the employee is regularly exposed to moving mechanical parts
.The noise level in the environment is occasionally loud
.Extended workdays are a frequent occurrence, as are weekends and holidays as needed to support the business
This position description intends to describe the general nature and level of work being performed by people assigned to this job. It is not intended to include all duties and responsibilities. The order in which duties and responsibilities are listed is not significant.