Member Services Manager

Life Time Fitness Rockville , MD 20850

Posted 2 months ago


Position Summary

The Member Services Manager leads, coaches, and develops the Member Services team. The position hires, supports and retains driven individuals focused on building long-term, value-based member relationships that enable achievement of acquisition and retention goals. The position also creates, maintains, and executes the Member Services business plans and adjusts as needed to deliver results at or above company expectations in member acquisition & retention. This position builds relationships with fellow leaders to ensure execution of retention related activities.

Job Duties and Responsibilities

  • Develops, leads and effectively executes strategies to support the service profit chain

  • Responsible for achieving or exceeding monthly and annual department budget, retention goal, and KPI's

  • Manages the hiring process of new Team Members including recruiting, interviewing, training, and providing performance feedback as needed

  • Facilitates department meetings, team member engagement and team member support

  • Engages with fellow club leadership to drive optimal team member and member retention

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

Position Requirements

  • High School Diploma or Equivalent
  • 3+ years of managerial experience
  • 3+ years of customer service experience
  • 3+ years of experience of achieiving budget goals
  • CPR/AED certification required within the first 30 days of hire

Preferred Requirements

  • Bachelors Degree in a related field

  • Experience being a leader of leaders

  • Highly effective written and verbal communication skills

  • Experience working in a high-energy and fast-paced enviornment

  • Experience with Microsoft Dynamics CRM and Microsoft Office Suite

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Member Services Manager

Life Time Fitness