Member Services Manager

Life Time Fitness Mason, OH
As the premier brand of health and fitness, Life Time is looking for talented leaders who believe in living a healthy way of life and helping our members do the same. As a Member Services Manager at Life Time, you are responsible for leading, coaching, and developing your Member Services team who will inspire, guide and help our members achieve their health and fitness goals by encouraging their involvement through our best-in-class people, places and programs.

In this role, you will utilize your ability to hire, support and retain driven individuals focused on building long-term, value-based member relationships that enable achievement of acquisition and retention goals. You will also create, maintain, and execute the Member Services business plans and adjust as needed to deliver results at or above company expectations in member acquisition & retention. Furthermore, you'll greet members and guests alike in a friendly, professional manner while providing exceptional customer service. You'll apply your extensive knowledge of Life Time products and services to proactively meet our members' needs, efficiently answer any questions and maintain membership accounts.

If you're a driven individual that thrives in a fast paced environment you'll be a match for our Member Services team. Our Member Services Managers are positive and friendly with a natural ability to assist others and provide premiere customer service. Their contagious personality leaves a lasting impression that our members gravitate toward. They also practice a healthy way of life and inspire others to do the same.

Duties & Responsibilities

Member Experience

* Serves members at member service desks, setting an energetic, helpful and friendly tone

* Establishes genuine relations with, and connects all members to their interest groups by actively engaging the members in their areas of interest

* Interacts with members to obtain feedback on quality of product, service levels and overall satisfaction

* Ensures team members understand customer service expectations and parameters

Sales & Promotion

* Develops and effectively promotes ideas for improving service and profitability to ownership

Financial & Budgetary

* Responsible for achieving or exceeding monthly and annual department budget and retention goal

* Monitors payroll at all member service desks

* Takes corrective action as necessary to ensure labor costs are within the budget while adjusting staffing

Managerial & Supervisory

* Recruits, interviews, hires and oversees training of new Member Service team members

* Assesses individual performance, provides feedback, and gives recognition to team members

* Facilitates department meetings and trainings for all member services staff

* Experiments with new ideas and takes calculated risks to improve member satisfaction and profitability

* Continually verifies business plans and actions to have a positive impact on club performance

* Builds awareness and support for retention through effective organizational communication and enhanced business reporting of all social and business activities

Education & Experience

* Fouryear college degree

* Aminimum of 3 years managerial experience

* Aminimum of 3 years customer service experience

* Aminimum of 3 years of experience in event coordination and program planning andmanagement

* Significantexperience outside Life Time is strongly preferred


All Life Time Team Members receive:

* Complimentary Life Time membership

* Team Member discounts for Life Time products & services

Additional Full Time Benefits

* Medical, Dental, and Vision Plan

* 401(k) Retirement Plan

* Industry-leading Education and Training

* Flexible Spending Account – Dependent (day) Care Account


* Salary plus Bonus Opportunity

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