Member Services Director

Description

The Member Services Director will develop and execute strategic sales and retention strategies to increase the member base at HCI Sports & Fitness. The person in this position must have a history of establishing framework to achieve sales and growth goals. As the primary representative of HCI Sports & Fitness to the member community, the Member Services Director will continually enhance the member experience at HCI and manage all functions within the Member Services team including sales, customer service, operations, group fitness, and childcare. The Director will also be a leading contributor on the upper management team at HCI and, as needed, will help in other areas of the facility such as AIM Performance, Sports, Guest Services, Operations, and more.

Requirements

In joining our team, you’ll be responsible for:

• Developing, implementing, and strategically refining sales and retention strategies for the continual growth of HCI’s member base
• Creating, executing, and monitoring customer feedback initiatives to make sound business decisions that enhance the member experience at HCI
• Preparing and monitoring annual revenue and expenditure budgets for Member Services functions
• Oversee the day-to-day staff operations of the Member Services departments, including hiring, promoting, training, disciplining, terminating, evaluating performance, and providing feedback that promotes professional development and cultivates a service mentality
• Developing and maintaining relationships with members to ensure their needs are being met and any escalated issues are resolved and communicated effectively
• Establish and fine tune SOPs to enhance the member journey
• Support HCI brand and operating standards throughout all functions and departments
• Evaluate HCI’s performance and business model against current trends and changes in the industry

To be a great fit, you’ll have:

• Minimum of five years of experience in management positions including sales/promotions responsibilities with an emphasis on customer service; experience in a member-based private fitness facility preferred
• Bachelor’s degree required
• Experience initiating and managing drip campaigns
• Facility management and/or CRM software experience
• Excellent communication skills, including the ability to listen and respond appropriately; advanced problem solving skills are a must
• Effective computer skills with knowledge of Microsoft applications
• Availability to work weekends, holidays, and various shifts as needed

What we offer:

• Expected yearly compensation between $75,000 – 95,000 OTE
• Insurance benefits including health, dental, vision, life, and short-term disability
• PTO and 10 paid holidays
• Complimentary family membership to HCI Sports & Fitness (yearly value $3540!)
• A fun work environment on a great team!