Member Engagement Specialist

The Village Health Clubs and Spas are premier healthy lifestyle clubs where we encourage and foster a work life balance and healthy living.  We offer a fun environment designed to promote health and wellness for members and employees alike. Our uniquely social culture makes us a great choice for employees who want to share their passion for health and fitness.  

We offer beautiful facilities, state-of-the-art equipment, and dynamic programming, but what really sets us apart is our team of positive, friendly staff at each location.  Our employees encourage one another, working together to create a comfortable, welcoming atmosphere for everyone we encounter.  

Our culture statement gets right to the point: “As one we have fun and get it done!” Join our team today and experience the Village Way for yourself.

Job Summary: 
Club liaison and main point of contact for the member engagement program.  Will advise and instruct members about fitness programs, club services and activities that the Village has to offer. Create a credible and non-intimidating customer service environment that supports and encourages a fit and healthy lifestyle including the FIT2 Core Values.  Consistently greet members and guests, in a warm and friendly manner with the highest level of personalized member service & hospitality.

Summary Of Essential Job Functions:

• Attract and Retain members by consistently providing excellent customer service.
• Manage Membership Integration program and partner with Membership team to find ways to retain members and reduce cancellations using statistical reports on member club usage and making contact with members to encourage increased usage.
• Responsible for interacting with employees, members and guests in a manner aligned with the People, Places and Programs components of the Village Standards.
• Partner with Activities department to assist with Programming and create, promote and run specialized fitness programs.
• Keep up to date on club events/activities which include meetings with a club department once a quarter.
• Attend Club Manager weekly meetings and meet with Fitness Director as  needed to  review discuss events and operations.
• Builds rapport and trust by providing direct, personal contact with each member and customer on the fitness floor.
• Actively assists in resolution of member complaints or concerns.
• Possess avid interest in fitness programs (group exercise, hiking, biking, etc.) and/or recreational sports activities (basketball, racquetball, etc.).
• Oversees the "Keepme" system for new member integration and “at risk” members to reduce club cancels. Responsible for handling member responses from automated tactics. Use the "Keepme" system to send personalized emails, text and/or phone calls to both new members and members under the low and moderate risk category.     
• Coordinate redemption of new member gifts with appropriate department managers. Ensure department managers contact new members to redeem their selected gifts. Run reports in the "Club Management" system to ensure gifts are redeemed and see if new members purchase packages for either Personal Training or Pilates.
• Monitor members that have low club usage and proactively reach out to them to invite them to an event or class based on prior club usage.
• Participate in club sponsored member events.
• Participate in the Manager-On-Duty system.   
• Assist management in a variety of administrative duties, such as running reports and other clerical functions.
• Must attend all mandatory training and meetings.
• May be required to work evenings and weekends as needed.
• Required to maintain a physical presence within the Village to perform assigned duties.
• Perform other duties as assigned.

Knowledge/Skills Preferred: 

• BS or BA degree
• One to two years Health Club experience

Knowledge/Skills Required: 

• Excellent interpersonal skills.  Comfortable with groups as well as one-on-one interactions either in person or via phone
• Must take initiative, be self-motivated with a high degree of responsibility as well as a team player 
• Basic knowledge of fitness equipment including machine and free weights, cardiovascular equipment and flexibility
• Self-motivation, initiative, high degree of responsibility and team player
• Strong attention to detail and excellent multi-tasking skills
• Must have current CPR certification and ability to become certified in CPR Instruction within 30 days of hire
• Proficiency in Microsoft Office Suite, Internet and ability to learn other software applications used by the clubs

Required Abilities

Physical Activity

This position requires standing, walking, lifting, bending and kneeling for filing.  Sitting for some of the time. Substantial repetitive movements (motions) of the wrists, hands, and/or fingers.  Expressing or exchanging ideas by means of the spoken word. Involved in activities where one must convey detailed or important spoken instructions to other workers accurately, loudly, or quickly. Perceiving the nature of sounds at normal speaking levels with or without correction. Requires the ability to receive detailed information through oral communication.  

Physical Requirement

Sedentary work involving sitting some of the time. Walking and standing are required daily.  Exerting up to 10 pounds of force occasionally to lift, carry, push, and pull or otherwise move objects. In addition, may involve physical movement which includes activities related to membership events and programs and periodically lift up to 25 pounds.

Visual Requirement

This position requires close visual acuity to perform activities such as: preparing and analyzing data and viewing computer monitors and extensive reading.

Working Conditions

This position is not substantially exposed to any adverse environmental conditions.  It involves typical office or administrative work.