Job Description

The Village Health Clubs and Spas are premier healthy lifestyle clubs where we encourage and foster a work life balance and healthy living. We offer a fun environment designed to promote health and wellness for members and employees alike. Our uniquely social culture makes us a great choice for employees who want to share their passion for health and fitness.

We offer beautiful facilities, state-of-the-art equipment, and dynamic programming, but what really sets us apart is our team of positive, friendly staff at each location. Our employees encourage one another, working together to create a comfortable, welcoming atmosphere for everyone we encounter.

Our culture statement gets right to the point: “As one we have fun and get it done!” Join our team today and experience the Village Way for yourself.

The Membership Engagement Specialist is the liaison and main point of contact for member engagement . This role will advise and assist members with Village programs, club services and activities that the Village has to offer. In addition, create a positive customer service environment that supports and encourages Village standards. This role will consistently interact with members and guests, in a warm and friendly manner with the highest level of personalized hospitality and service.

Of Essential Job Functions

• Attract and Retain members by consistently providing excellent customer service.
• Communicate with current and new members via email, phone, and face to face.
• Partner with the membership team to find ways to retain members and reduce cancellations.
• Pull and analyze statistical reports on member club usage and contact members to encourage increased usage.
• Responsible for interacting with employees, members and guests in a manner aligned with the People, Places and Programs components of the Village Standards.
• Partner with all departments to assist with the creation, promotion, and implementation of engagement programs.
• Stay informed and share information regarding club events/activities with members to increase engagement.
• Build rapport and trust by being in direct contact with members and employees.
• Actively assists in resolution of member complaints or concerns.
• Access various software platforms to evaluate new member integration and “at risk” members to reduce club cancels. Responsible for handling member responses from automated tactics. Communicate through personalized emails, text and/or phone calls to both new members and members under the low and moderate risk category.
• Social Media; Share Village Club activity photos with Programs/Activities Director. Such as, member interaction, member events, and daily member activities.
• Pulls reports on New Member data from a database with regularity. Shares findings and strategies with Key Directors, Group Fitness, Fitness and Nutrition departments.
• Monitor members that have low club usage and proactively reach out to them to invite them to an event or class based on prior club usage.
• Participate in club sponsored member events. Days, Evenings, Weekends.
• Required to attend mandatory training and meetings.
• Perform other duties as assigned.

Knowledge/Skills Required:

• Excellent customer service skills with the ability to handle member or prospective member questions and concerns.
• Proficiency in Microsoft Office Suite (Outlook Word, Excel, PowerPoint).
• Strong organizational skills with special attention to detail.
• Minimum of one year of experience in an office/professional environment.
• Ability to prioritize and handle multiple tasks in a timely manner.
• Must be a proven self-starter.
• High School Diploma or GED.
• CPR certification within 30 days of hire through Company training.
• May be required to work evenings and weekends to attend member events.
• Required to maintain a physical presence within the Village to perform assigned duties.
  
  

Required Abilities

Physical Activity
This position requires standing, walking, lifting, bending, and kneeling for filing. Sitting for periods of time. Substantial repetitive movements (motions) of the wrists, hands, and/or fingers. Expressing or exchanging ideas by means of the spoken word. Involved in activities where one must convey detailed or important spoken instructions to co-workers and members accurately, loudly, or quickly. Perceiving the nature of sounds at normal speaking levels with or without correction. Requires the ability to receive and understand detailed information through oral and written communication.

Physical Requirement
Sedentary work involving sitting some of the time. Walking and standing are required occasionally. Exerting up to 25 pounds of force occasionally to lift, carry, push, pull or otherwise move objects.

Visual Requirement
This position requires close visual acuity to perform activities such as: preparing and analyzing data and viewing computer monitors and reading.

Working Conditions
This position is not substantially exposed to any adverse environmental conditions. It involves typical office or administrative work and member activity/events.