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Club Experience Director (Sales/Member Services)

Briarcliff, 584 North State Rd, Briarcliff Manor, New York, United States of America Req #87
Monday, February 17, 2020

  Exceptional Staff Promoting a Healthy Lifestyle in a Unique Environment

Are you passionate about exercise and living a healthy lifestyle?  Would you like to help others do the same?  

For over 45 years Club Fit staff has worked hard to create a club environment dedicated to helping people achieve their health and fitness goals in a state of the art facility with support, guidance and motivation from a professional and knowledgeable staff. The organization has been amazingly successful and has helped many people lead healthier lives. We are proud that the communities we serve are better due to the work we do. People lead healthier and more active lives with our help than they would without us. We are very aware of the benefits people receive from the active and healthy lifestyle we help them pursue. People are able to do more, be more active and be sick less as a result of the work we do. Most of all, they are able to spend more time with the ones they love. This is the foundation of the work we do. 

We currently have openings for people who enjoy working in a unique environment 
and helping others focus on their physical and mental well-being. 

Job Title:  Club Experience Director   

Job Purpose:
Work closely with the General Manager to develop and achieve membership sales, membership base, and club revenue targets

Manages Operations:
  • Partner with Club Fit department teams to ensure promotion of membership, programs and services offerings 
  • Work closely with Reception management and key staff on prospect registration 
  • Ensure all responses to inquiries about Club Fit membership, programs and services are completed in a professional and timely manner
  • Create and plan outreach onsite and offsite to ensure we are embracing our neighborhood
  • Obtain the registration information of non-member participants to follow up with them to explain additional club offerings including membership
  • Promote optimal communication amongst department and club staff and management teams.  Record, process and oversee changes to memberships.
  • Manage department monthly workflow including cancellations, conversions, freeze processes, letters, and filing
  • Prepare and distribute weekly and monthly membership reports including providing analysis of report findings
  • Conduct quarterly reviews of membership database:  family of staff memberships, premium count, member join dates, and profile status
  • Assist with annual billing reviews and agreement reviews 
  • Keep financial information and member records confidential
  • Complete payroll and ensure that time worked onsite and offsite is recorded

Staff Results:
  • Recruit, onboard and develop a team of informed and motivated Experience Advisors that consistently achieve sales and revenue goals while also demonstrating genuine hospitality by helping fulfill Club Fit’s vision of caring about our members well-being, embracing our neighborhood, showing attention to detail and delivering genuine hospitality
  • Communicate job expectations and align them with the company mission statement and core values
  • Plan, monitor and appraise performance results
  • Ensure timely review of staff compensation packages
  • Coach and discipline staff
  • Initiate, coordinate, and enforce systems, policies, and procedures
  • Ensure team members understand and promote Club Fit’s many program and service offerings through effective prospecting and outreach endeavors
  • Assist staff to inspire members and prospects to live a healthy way of life
  • Consistently train, coach and mentor staff to ensure personal development, quality service and future growth.  Provide ongoing training for all staff to reinforce department standards and provide opportunities for enhancement of professional skills
  • Conduct staff meetings to guide goal achievement and to reinforce systems, policies and procedures
  • Provide leadership to staff by working with them to develop and improve systems designed to meet/exceed sales, revenue, membership base goals and member expectations on an ongoing basis with focus on member integration and hospitality

Department Strategy and Planning:
  • Develop the annual membership business plan and budget.  Update projections throughout the year.
  • Set monthly bonus targets for the advisor team
  • Ensure our membership materials are current and accurate
  • Complete new hire paperwork and payroll accurately and timely
  • Assemble and analyze critical membership sales control information:  monitor results achieved compared to budgeted targets, recommend and approve sales actions
  • Assemble and analyze critical information:  cancellation, freeze activity and membership trend data
  • Administer membership systems, including monthly work schedules for Advisors.  Support the staff by supplying information as needed to help them achieve desired results. 
  • Perform other duties as assigned

Professional and Technical Knowledge:
Ongoing Club Fit Training
o Including, but not limited to:  Bloodborne Pathogens, Customer Service, Emergency Response Protocol (ERP), Sexual Harassment, Training for Excellence
Professional Certification
o First Aid

o Must be proficient in MS Office:  Outlook, Excel, Word 
o Attend educational workshops; review professional publications; establish personal networks; benchmark state-of-the-art practices
o Must be proficient in all membership aspects Jonas/Compete
• Agreement management and approvals
• Profile management
• Account Status
o Establish professional networks and demonstrate a commitment to embracing the neighborhood

Team Work:
  • Maintain a close working relationship with fellow Department Managers, Marketing, Communications and Accounting teams
  • Interact and support staff at all levels in the club
  • Participate in internal and external community events with a focus on promoting Club Fit programs and services
  • Respond to member feedback when necessary 

Accomplish related results as needed:
  • Participate in the Manager on Duty program by performing the responsibilities of a Hospitality Supervisor 
  • Attend manager meetings, weekly GM meetings, and monthly dual club meetings
  • Maintain positive relationships with membership and staff
  • Ensure department participation by attending Club events and community outreach events to promote the Club

Job Requirements:
Ability to:
  • Sit for extended periods of time
  • Lift 10 lbs
  • Understand and communicate both verbally and written in English
  • Follow job related directions
  • Think independently and suggest effective solutions to potential challenges
  • Work a flexible schedule as required by business needs
  • Understand and comply with all company safety policies and their requirements
  • Attend training meetings as scheduled

Reporting Structure:
Direct Line to General Manager 

Other details

  • Pay Type Salary
  • Required Education Bachelor’s Degree
  • Briarcliff, 584 North State Rd, Briarcliff Manor, New York, United States of America