Member Experience Expert
The Member Experience Expert is the first and last impression of the club, playing a critical role in delivering exceptional customer service while supporting membership growth and daily operations. This position is responsible for creating a welcoming environment, engaging prospective and existing members, driving membership sales activities, and ensuring the club remains clean, organized, and operating at the highest standards.
The ideal candidate is energetic, personable, sales-minded, and passionate about providing outstanding service while contributing to the club's overall success.
Essential Responsibilities
Member Experience
- Greet every member and guest with enthusiasm and professionalism.
- Build positive relationships with members to create a welcoming and engaging club environment.
- Ensure all members check in properly and resolve any account or access issues.
- Respond to member questions, concerns, and requests in a timely and professional manner.
- Deliver exceptional customer service that promotes member satisfaction and retention.
Sales & Lead Generation
- Conduct club tours for prospective members.
- Assist with membership sales and enrollment by following the company's sales process.
- Perform outbound prospecting and follow-up calls to generate appointments and memberships.
- Promote club programs, personal training, and member referral opportunities.
- Support club promotions, marketing initiatives, and community outreach events.
Club Operations
- Maintain a clean, organized, and inviting club environment throughout each shift.
- Complete assigned cleaning zones and operational checklists.
- Monitor and restock club supplies and inventory as needed.
- Ensure the front desk is organized, accurate, and operating efficiently.
- Assist with opening and closing procedures.
Administrative Responsibilities
- Process memberships, payments, and account updates accurately.
- Maintain confidentiality of member information.
- Communicate effectively with club leadership regarding member feedback, operational issues, and sales opportunities.
- Assist leadership with additional operational duties as assigned.
Qualifications
Required
- High school diploma or equivalent.
- Previous customer service, hospitality, retail, or sales experience preferred.
- Strong communication and interpersonal skills.
- Positive attitude with a passion for helping others.
- Basic computer and point-of-sale system experience.
- Ability to multitask in a fast-paced environment.
- Ability to work flexible hours, including evenings, weekends, and holidays.
Preferred
- Previous experience in a health club, fitness center, or membership-based business.
- Sales experience with demonstrated ability to meet or exceed goals.
Key Performance Indicators (KPIs)
Success in this role is measured by:
- Membership Sales
- Outbound Lead Activity
- Appointment Show Rate
- Membership Conversion Rate
- Success Session Booking Rate
- Member Referrals
- Member Satisfaction
- Club Cleanliness & Operational Standards
- Front Desk Accuracy
- Attendance & Reliability
Schedule
This position may be full-time or part-time and requires flexibility to work mornings, evenings, weekends, and holidays based on business needs.
Why Join Workout Anytime?
At Workout Anytime, we're committed to creating an exceptional experience for every member, every visit. As a Member Experience Expert, you'll play a vital role in welcoming members, supporting club growth, and helping people achieve their health and fitness goals. We offer a fun, team-oriented environment with opportunities for advancement and professional development.
