Member Services Manager
Albuquerque, NM

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Albuquerque, NM
United States

Job Description
New Mexico Highpoint Sports & Wellness
Albuquerque, NM

A Wellbridge Company


We are looking for a Member Services Manager!

Who we are:
New Mexico Sports & Wellness is Albuquerque's leading upscale athletic, aquatics, tennis, and family fitness club, with 5 convenient locations. Our clubs support the lifestyles of busy professionals, families, health enthusiasts and those who simply strive to be more active by providing a wide spectrum of unique fitness and wellness services.

What our Member Services Managers are all about:
Our Membership Services Mangers are responsible for ensuring all current members are actively using the club & placing follow-up phone calls to those members not actively using the club. Will also monitor the Wellbridge Loyalty Program for club-specific effectiveness and participation. Generally, this position acts as club host: assisting members in fulfilling their needs and requests with an efficient, courteous, and professional level of service. Act as an in club member liaison to help support the business office.Responsible for ensuring new members are fully integrated into club specific programming including: FITNESS (appointments, assessment, group exercise personal training), WELLNESS (spa services, nutritional services, seminars, paid programming), SPORTS (Tennis, racquetball, basketball, aquatics), FUN (social programs and activities)

The goal of this position is to help increase member retention by using the RPM system, superior customer service skills, interpersonal communication skills, & product knowledge to ensure Wellbridge Club members are realizing the value of our product. While being expected to exceed the expectations of Wellbridge members, prospects, employees, affiliates & peers by maintaining focus on service as the primary objective. Follow-up with new members will be essential to ensure fitness & interest appointment are being scheduled & attended. Monitoring of usage with follow-up telephone calls to ensure members are fully satisfied with the club. Ensure At Risk members are contacted & encouraged to participate in club programming. Promptly address and resolve member concerns, questions, & comments as the key Go-To person. Inform Department Heads and/or General Manager of concerns & repeat customer service, product, billing, etc. issues.

Some responsibilities include:
  • Coordinate and meet with new members on all personal coaching fitness sessions. Establish the new member’s fitness goals, set them up with the Fitness Coach and present club programs and activities that meet their needs and offer them personal training options to purchase.
  • Follow up with new members to ensure fitness and interest appointments are being scheduled and attended. Monitor member usage (14, 21, 40 day low usage indicator (LUI) and at-risk) and follow up with telephone calls and emails to ensure the member is fully satisfied with the club
  • Be an active part of the retention team at the club to proactively manage member cancelations.
  • Perform the duties related to the social coordinator for the club including but not limited to communication with members throughout the club to inform them of club events, programs and activities verbally, online and monthly newsletter.
What you’re all about:
  • Exceed the expectations of members, prospects, employees, affiliates and peers by maintaining focus on service as the primary objective.
  • Follow up with new members to ensure fitness and interest appointment are being scheduled and attended.
  • Ensure At Risk members are contacted, encouraged to participate in club programming, and are fully satisfied with the club.
  • Promptly address and resolve member concerns, questions, and comments as the key person.
  • Inform Department Heads and/or General Manager of concerns and repeat customer service, product, billing, etc. issues.
  • Must be enthusiastic, pleasant, and display a positive attitude in effectively performing multiple tasks simultaneously with ability to motivate others towards same performance objectives.
  • Computer skills in entering and tracking data.
  • Ability to deliver high quality customer service.
  • Ability to respond to and resolve difficult customer situations.
  • Organization skills and attention to detail.
  • Excellent verbal and written communication skills.
  • Assertive, common sense /good judgment, quick thinking.
  • Ability to work in a busy, multi-faceted organization. Ability to perform MOD duties.
  • CPR and First Aid Certifications.
  • Must be able to work flexible hours including opening, day, evening and overnight shifts.
  • Must have a high school diploma or GED.
  • Must have two to four years experience in customer service/office setting in a service industry.
  • Must have previous management experience.
  • Must be outgoing, highly motivated, & enthusiastic.
  • Must possess superior written and verbal communication skills with the ability to remain consistently empathetic & professional.
  • Must be skilled at accomplishing multiple tasks, in a fast-paced environment, while simultaneously accommodating various schedules & deadlines.
Why you want to work for us:
  • You’ll enjoy a complementary membership!
  • We provide in-house training to fulfill your CPR certification requirements.
  • We have state-of-the-art exercise equipment and resources.
  • And much, much more!

Wellbridge owns and operates a variety of premiere athletic and tennis clubs across the country. Established more than 30 years ago with one location in CO, we have grown to 18 locations spanning 6 states. We proudly employ more than 1,400 team members and serve a growing membership community of more than 21,000+ members.

We offer dynamic opportunities for our employees to develop their careers in a collaborative and empowering environment. Our culture encourages managers to be coaches, celebrates results through teamwork, and promotes innovative behaviors that contribute to a strong and dynamic environment. This allows us to live our mission of delivering the best for and through our employees, our members, and our community.
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