Membership Director

GENERAL SUMMARY

The Membership Director is responsible for recruiting, developing, and retaining client relationships. This Associate develops and nurtures relationships, while recommending and promoting membership selections throughout the entire membership lifecycle. The Membership Director is responsible for generating and maintaining all topline revenue production for his/her designated Clubs or Campus. This position reports to the Vice President of Membership.

Our Culture

Our unique culture is at the heart of all we do and is guided by our values and behaviors. It’s what we expect of ourselves and each other every day. We call it our “Code of Culture”.

Our Code of Culture includes Our Mantra, Our Actions We Live By, and Pete’s Promise:

Our Mantra:

Respect The Past

Accept Responsibility

Pay it Forward

Our Actions We Live By:

Actions We Live By. It’s who we are when we step into our full power.

Keep It Real. Always. We need open and honest discussions. We need courage to speak up and to call things out that aren’t good enough. And we navigate tough conversations with empathy and grace.

Think Ahead. Be An Owner. Always be proactive, not reactive; be on the front foot. If we want to be an owner of this business, we must act like it!

Stay Humble. Hustle Harder. Show up and do the hard work. Be a gritty, roll-up-your-sleeves kind of crew. Know it’s never about one person–we are a part of a powerful team.

One Team. One Voice. Be ONE united team. When we move in the same direction, there are no limits to what we can accomplish.

Be Curious. Ask Why. Stay member curious. We seek to understand, and we never settle. We ask questions to truly understand the core of a matter.

Pete’s Promise:

Service Forward

Ruthlessly Consistent

Do the Right Thing

Nothing in this job description restricts management's right to assign or reassign duties and responsibilities to this job at any time.

Membership Sales

• Complete a full sales cycle from point of inception to final sale and member integration.
• Responsible for active recruiting of membership prospects and cultivating a strong member referral business.
  • Assists with development and execution of special events and activities to engage members and prospective members.
  • Engages with members in a professional manner in the Club and at club-sponsored events.
• Execute Club tours and client assessments to determine, recommend and promote appropriate membership options.
• Maintain accurate and up-to-date membership sales tracking and reports.
  • Correctly utilize salesforce CRM, Company Revenue and Dues Tracker to provide proper forecasting for monthly team sales goals.
  • Schedule tasks and follow up with prospective members in a timely manner.
  • Log all daily activity related to membership sales.
  • Properly use Salesforce to organize daily outreach to prospects.
• Prompt and professional follow up with members and prospective members in the club.
• Attend special events and activities to provide sales information and tours.

Customer Service

• Maintain excellent customer service and solution forward thinking, including without limitation enhancing customer experience and increasing customer retention.
• Assist members with all membership changes (upgrades, downgrades, and conversions)
• Resolve any member or prospective member issues in a timely manner with high service attention.
• Prompt and professional follow up with members and prospective members in the club.
• Support club operational tasks and initiatives as needed.

Financial Accountability

• Responsible for meeting or exceeding overall membership levels, membership mix and membership revenue goals, including, but not limited to: initiation fees, dues, paid-in-full membership and pre-paid dues categories.
• Responsible for resolving member billing issues in a timely manner, ability to issue credits and/or adjustments to account as needed, with consideration of Club protocols and policies.
• Responsible for making sure all membership contracts and correct and signed by members.

Communication and Relationships

• Effectively and professionally interacts and communicates with senior management, managers, other employees, prospective members, and members.
• Promote harmonious relations among members, staff, vendors, and the community at-large.
• Represent the club in a professional manner through image, dress, communication, and immediate follow through and response.
• Effectively assist members with any key issues; exercise independent judgement to solve problems for members/prospective members as needed without compromising the integrity of the Club.
• Consistently communicate with prospective and current members, providing suggestions on available membership options, club programs and special events that are best suited for them based on their interests.
• Develop professional relationships with members and prospective members.
• Complete upgrade, downgrade, reactivation, leave of absence requests.
• Active participation in required events, required programs, required meetings, and required trainings.
• Supports operational needs of the club.
• Orient new members into the club by introducing them to key staff and members and scheduling their introductory appointments.

Corporate Goals & Objectives

• Promote the company's safety goals and actively work towards ensuring a safe working environment.
• Interpret and ensure compliance with company policies and procedures.
• Actively further corporate objectives and continuously support improvement and positive change, which includes participating on corporate designated committees to improve the company and business operations.
• Make professional development a consistent priority.

• Ability to regularly work monthly "close-out" dates (generally mid-month and end of month)
• Flexibility in work schedule, as job may require day and evening shifts, weekends, and holidays.

DEFINITION OF SUCCESS

• Consistently achieves membership and financial goals.
• Improves member retention, satisfaction, and membership trajectory.

• Bring new ideas and ways of working.
• Make a material impact on membership growth and core business metrics.
• Communicate and collaborate collectively with the Member Service Team and Campus Leadership Team
• Respect and uphold peer accountability with all team members.

MINIMUM QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each primary job function satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

SKILLS & KNOWLEDGE

• Policies and Regulations -- Knowledge of company polices.
• Sales and Marketing -- Knowledge of principles and methods for showing, promoting, and selling services. This includes marketing strategy and tactics, and sales techniques.
• Member Experience -- Knowledge of the member requests around membership changes: downgrades, upgrades, leave of absence.
• Problem Anticipation/ Deductive Reasoning -- Ability to tell when something is wrong or is likely to go wrong and then apply general rules to specific problems to produce answers that make sense. Uses logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems and considers the relative costs and benefits of potential actions to choose the most appropriate one.
• Written Comprehension and Expression -- Ability to read, understand and communicate information and ideas in writing so others will understand.
• Oral Comprehension and Expression --Ability to understand and communicate so others can understand ideas and information.
• Computer -- Ability to develop and maintain computer records in Salesforce, Word, Excel and other software required by TBCC and regulatory agencies. Ability to develop tracking and report forms in Word and Excel as needed.

EXPERIENCE

• Minimum of 1-2 years' experience in hospitality industry, customer services, and/or sales
• Excellent verbal and written communication skills, customer service attitude and abilities
• Detail-oriented, well-organized and the ability to meet strict deadlines.
• Ability to manage multiple tasks simultaneously.
• Demonstrated knowledge of Microsoft Office programs such as WORD, EXCEL, and OUTLOOK are essential.
• Demonstrated knowledge of Salesforce/Service Cloud applications highly preferred

EDUCATION

• Associate's degree or equivalent accredited degree or professional certification, Bachelors of Arts or Science is desirable.

WORKING CONDITIONS/ PHYSICAL REQUIREMENTS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• This position deals with outside personnel such as prospective members and members on a regular basis with contact in various forms such as in person, phone, and email.
• The location of the position is primarily indoors. Position may occasionally require transition to outdoor environment. However, extreme environmental conditions do not exist.
• It is sometimes necessary to deal with unpleasant or angry people with the need to problem solve difficult situations.
• It is necessary to adapt to a frequently changing environment.
• Sitting and standing is as needed.

• Ability to give club tours if properties up to 300,000 square feet.