POSITION DESCRIPTION

Position Title: Member Experience Manager

Reports To:Direct: Director of Marketing/Sales

Indirect: Co-Owners: G.M. / Director of Fitness Services

Supervises:Direct: None

Work Schedule:M-F 7a-4p.The daily schedule may be adjusted / extended as neededto provide appropriate availability and delivery of services. Special events, promotions, and other demands of the business may require occasional early mornings, late nights, and weekends as mutually agreed upon.

Team TELOS:It is expected that every individual will do their best at all times to help TELOS achieve its’ mission of “providing comprehensive fitness services of the highest quality to help individuals reach their wellness goals in a culture of comfort and class”. Also, to promote and support TELOS² and TELOS’ Core Values; Customer Service, Collaboration, Credibility, Professionalism, and Positive Attitude in day-to-day interactions with members / patients and staff.

General:Enhance and manage the member experience. This role is customer service focused, with an emphasis on great communication, organization skills and up-selling. Support the sales/marketing team with all sales activities; tours, paperwork, scheduling, printing, document creation etc. Assume a leadership role to ensure that services are delivered in a professional manner to clients, members, and guests. Promote collaboration between fitness professionals when appropriate to ensure a consistent and coordinated approach to delivery of care.

Responsibilities:

  • Essential Duties:
  1. Manage the customer/member experience and act as the liaison and concierge for all fitness services.
  2. Manage the master scheduling and selling of internal services.
  3. Manage a portfolio of members: provide follow up calls for new services, call to offer new services/promotions, document experiences in ACT!.
  4. Follow up with new clients/non-members to get feedback regarding experience.
  5. Track/code all customer inquiries for source and referral
  6. Handle “account” issues regarding financial questions/concerns when possible
  7. Actively communicate with Directors of internal departments on promotions, information or issues regarding the customer/member and document in ACT!
  8. Execute and promote internal marketing campaigns to build revenue of internal services. Track effectiveness.
  9. Execute, maintain and grow all social media outlets.
  10. Handle incoming phone calls for information, scheduling or customer service issues.
  11. Proactively make “cold” calls to the internal customer to sell/promote/inform of internal services & experiences.
  12. Assist in scheduling vacation bookings for existing clients.
  13. Create and manage progress reports of members’ experience.
  14. Document all customer/member “touches” in ACT for tracking
  15. Attend trainings and continuing education as required by Director of Marketing
  16. Support membership sales team with paperwork, printing, tours and work closely with membership team and Marketing Director to accomplish all membership goals & objectives.
  17. Assist management in meeting membership and financial objectives.
  18. Be responsive to both current and potential members maintaining the facility's highest standards of customer service.
  19. Be responsible for being fully knowledgeable about the facility and its programs/services.
  20. Deliver the highest level of service to our members and guests exemplifying professionalism.
  21. Record sales activities in customer relationship management software and use the system to achieve a high level of sales efficiency and productivity.
  22. Provide excellent fulfillment and customer service to membership accounts and ensure that transitions to all departments are seamless for the client.
  23. Investigates customer needs in order to build a comprehensive understanding of issues/concerns; uses effective relationship building skills as a strategy for dealing with customers; is focused on the big picture and business perspective when making decisions and taking action.
  24. Demonstrates excellent ability to identify alternatives to penetrate an account deeper, wider and farther; creates bundled product packages to meet client needs.
  25. Uses appropriate interpersonal styles to consistently build trust and confidence with employees and members.
  26. Up-sell, cross-sell and pre-sell services and products.
  27. Ensure that a completed prescription form for product recommendations
    is given and communicated to each guest after each and every service.

Other Because of the fluctuating demands of the company’s operation, it may be

Responsibilities:necessary that each member of Team TELOS assists with a multitude of different functions. An important part of every position is the expectation that you will help others as the need arises and perform other tasks as needed or directed.

Key Performance:1. Ability to helpgrowFitness Services that meet the needs of clients, members, and guests.

2.Seamless coordinationof multiple activities and schedules.

3. Support the sales team in reaching financial objectives.

4. Develop and document deep customer relationships.

5. Contribution to the overall TELOS experience.

Required Education/ Experience:1. Degree in Health Care related field.

2. Work experience in a health care setting preferred.

3.Strong computer skills including working knowledge of Microsoft Outlook, Word, Excel, ACT.

Compensation:The Member Experience Manager is a salaried position. This is a full time position. The base pay range is $24,000-$31,000. After a 90 period, this position is eligible for benefits. There is also potential for bonus and commission after 90 days for exemplary execution of key performance factors.

Start Date:Immediately.

Signatures:Employee: ______Date: ______

Supervisor: ______Date: ______