Membership Advisors play a key role in the club’s and company’s overall success by:
Achieving and exceeding membership sales and revenue goals and selling ancillary services;
Advising members and guests on programs that will help them meet their long and short -term health and fitness goals;
Providing members and guests with legendary service and enhancing their sense of belonging and community within the club.
In addition to the primary roles and responsibilities described within, each member of the Membership Team embraces and follows the guidelines outlined in our Service Standards and plays a vital role in the success of the department, club and company. Members of the Membership Team always represent the company while they are in the club and must maintain a professional manner in dealing with fellow staff, members and guests. They must display a helpful and positive attitude, and assist other departments when necessary. Members of the Membership Team are encouraged to communicate ideas on best practices to their leaders as well as colleagues in other departments.
Achieve financial performance results through the generation of new memberships and ancillary service sales.
Achieve or exceed individual membership sales goals by generating referrals, converting inquiries (phone/web) into appointments and following up with and closing prospects.
Implement and adhere to all steps of the club’s sales process including assessing the needs of prospective members, providing a value based presentation of the Club’s brand, programs and services, leading an enthusiastic and informative tour, presenting membership/service options and prices and closing sales.
Help integrate new members into the club by scheduling their complimentary sessions at the point of sale and following up with them as the Club’s sales process dictates (3, 5, 15 day phone calls)
Follow-up with people that do not join on a monthly basis
Actively develop leads through a variety of activities including telephone, internet and community outreach and partnerships, corporate visits, referrals and special events. (Expectation is to meet or exceed the minimum of 15 live contracts,10 new and 5 follow-up, per day, have a minimum of 5 appointments per day and 2 sales per day, whichever is greater.)
Utilize the lead tracking system to manage sales leads and member service and ensure all data related to prospects and members is inputted correctly and in a timely manner.
Develop a Daily Action Plan (DAP) and submit it to your General Manager/Owners before your shift starts and complete and submit membership sales reports as needed on a timely basis.
Complete and submit all new member paperwork (Membership Agreement, Health History, Personal Training Policies, Corporate Backup, etc) before leaving the club the day the member joins. For phone joins, complete all required paperwork within 72 hours of the join.
Attend and participate in department, club and company meetings, member functions, outside marketing events, and the planning and implementation of promotions.
Know your competition and use that information to make suggestions or changes that enable your club to be “best in class” and achieve results.
Create a customer service focused environment that is friendly, welcoming, and supportive, creates raving fans and seeks to provide members and guests with exceptional experiences.
Ensure superior customer service by sustaining a culture, through actions and example, wholly committed to listening to members and guests, understanding their needs, and exceeding their expectations.
Create and deepen relationships with members and enhance their sense of belonging and community within the club by reaching out to “your” members in person and by phone and email. (Check in with members by making approximately 10 member calls per day and connecting with at least 5 of them.)
Deal with member issues proactively, “own” member problems that come to your attention and solve those issues within a 24 hour period.
Handle member freezes, upgrades and cancellations, always doing your best to “save” a membership whenever possible.
Be knowledgeable about your job, the company, and our services, promotions and business practices so that you can provide members and guests with consistent and accurate information.
Adhere to the guidelines set forth in our Service Standards.
Perform other duties as required. Employee responsibilities are subject to change at any time.
This is a full-time exempt position. Your daily schedule will vary throughout the week depending on the needs of the club, the staff, and the members. Your hours will include prime time hours and some weekends and holidays. All members of the Membership Team work the last two days of the month. Special events, promotions, and other demands will require some early mornings and late nights.
Key Performance Evaluation Factors
Ability to exemplify and live the company’s core values
Ability to meet department and individual sales goals
Ability to meet individual prospect and member follow-up goals
Ability to fulfill essential duties
Contribution and proactive participation as part of the company’s membership team.
EXPERIENCE, KNOWLEDGE, EDUCATION
A passion for health and wellness and the ability to influence people in overcoming their obstacles to exercising, joining a fitness club, and in making lifestyle changes.
Enjoys networking and building relationships - comfortable on the phone and in doing outreach in the community.
Commitment to providing top notch customer service and some experience working in a fast paced customer service role.
Computer-savvy and proficient in using programs such as Word & Excel.
Team player who approaches challenges in a creative and positive manner.
Experience in a sales environment focused on attaining revenue and unit goals is a plus.