Job Title: Membership Services Manager
Supervisor: Marketing, Communications, & Sales Director and General Manager
Updated: 7/2026
JOB SUMMARY:
The Membership Services Manager serves as the sales leader for Henry Ford Genesys Health Club (HFGHC) and is responsible for developing, coaching, and leading a high-performing Membership team focused on membership growth, retention, and an exceptional member experience. This role includes creating and implementing sales processes, managing membership accounts, and establishing a proactive sales culture. This position works closely with the Marketing, Communications, & Sales Director and Marketing Department to align ongoing promotional strategies and member engagement initiatives. Additionally, the Membership Services Manager collaborates with other department managers to support member communications regarding aquatics, group fitness, personal training, and other programs. This position is expected to evaluate current Membership Department operations and develop standardized sales processes, prospecting strategies, follow-up systems, and performance expectations that improve efficiency, accountability, and overall sales results.
The Membership Services Manager must possess the ability to effectively engage and collaborate with a diverse range of individuals, including prospective and existing members, vendors, community and business representatives, employees, and associates from Henry Ford Genesys Hospital, fostering positive relationships and ensuring smooth interactions across all groups.
The Membership Services Manager is responsible for preparing the Membership Department budget, monitoring key sales performance indicators (KPIs), analyzing conversion rates, prospect activity, lead follow-up, retention efforts, and sales trends, and ensuring established sales goals are met. This role includes hiring, training, scheduling, and providing consistent sales coaching, accountability, mentoring, and performance development to the Membership team, ensuring the team performs at the highest standard. The ideal candidate will possess strong sales leadership experience and a proven ability to coach, mentor, and develop individuals into successful sales professionals through accountability, training, and ongoing performance management.
The Membership Services Manager must excel in a fast-paced, goal-driven environment, effectively addressing member concerns and adhering to club policies. Flexibility in working hours, including weekends, is required to meet the needs of HFGHC. This role requires exceptional interpersonal skills, attention to detail, and a positive attitude to effectively lead the Membership Department and support the club's overall success.
PRINCIPAL DUTIES AND RESPONSIBILITIES:
- Develop, implement, document, and continuously improve Membership Department sales processes, prospecting strategies, and follow-up procedures.
- Lead daily sales activities, including lead management, prospect follow-up, appointment setting, tours, closing strategies, and pipeline management.
- Establish and monitor sales funnels, lead-conversion metrics, and prospect-tracking systems to maximize membership growth.
- Ensure consistent use of the club’s CRM and member management systems to document prospect activity, manage follow-up, monitor the sales pipeline, and support conversion and retention efforts.
- Plan and execute ongoing internal and external sales, prospecting, lead-generation, and promotional initiatives.
- Actively sell memberships, promote HFGHC’s membership model to prospective members, and model effective consultative selling, touring, follow-up, and closing techniques for the Membership team.
- Collaborate with the Marketing Department to develop and implement lead-generation, prospecting, member-recognition, engagement, and retention strategies.
- Provide consistent sales coaching, accountability, role-playing, mentoring, and performance development for the Membership team, including individual goal setting and oversight of applicable commission structures.
- Ensure monthly sales goals are met, develop action plans when needed, and proactively identify opportunities for improvement before results decline.
- Review and resolve member account and billing issues promptly.
- Maintain and analyze tracking systems for leads, sales, conversion, terminations, retention, and member engagement, providing regular reports and recommendations to leadership.
- Collaborate with the Marketing Department to optimize the HFGHC website and social media platforms to enhance member engagement.
- Lead cross-departmental efforts to enhance new member onboarding, early engagement, integration, and long-term retention.
- Prepare payroll for the Membership Department and submit report to the Operations Director.
- Ensure accurate and up-to-date member and prospect information in the club’s CRM and member management systems, including Engage Pro and Club Automation.
- Generate and evaluate cost-benefit analyses for membership-related programs to assess performance and opportunities.
- Manage recruitment, hiring, onboarding, coaching, performance improvement, discipline, and termination of the Membership team as needed.
- Conduct sales meetings, coaching sessions, pipeline reviews, role-playing exercises, and training to improve Membership team performance and development.
- Create and maintain standardized Membership Department policies, procedures, sales processes, and best practices to support consistency and accountability.
- Make informed decisions regarding exceptions, such as waiving late fees or resolving billing issues, in line with club policies and member satisfaction goals.
- Evaluate departmental workflows and recommend improvements that increase efficiency, consistency, accountability, sales performance, and overall member experience.
- Manage schedules for the Membership team to ensure adequate coverage and departmental efficiency.
MINIMUM QUALIFICATIONS:
- Bachelor’s degree in a related field preferred
- Three to five years of sales leadership or sales management required
- Experience leading, coaching, and developing a sales team required
- Demonstrated success meeting or exceeding sales goals and developing or implementing effective sales processes required
- Experience managing a sales pipeline and using CRM tools for prospecting, lead follow-up, conversion tracking, and performance reporting required
- Experience in the fitness, healthcare, hospitality, wellness, or service industries preferred
- CPR, First Aid, and AED certifications required within 60 days of hire
OTHER SKILLS AND ABILITIES:
- Exceptional communication and interpersonal skills
- Positive, professional, and results-oriented leadership style with the ability to motivate, coach, and hold the Membership team accountable
- Strong consultative selling, relationship-building, objection-handling, and closing skills
- Ability to develop, document, implement, and continuously improve sales processes and standard operating procedures
- Ability to analyze sales data, identify trends, measure conversion performance, and use findings to develop actionable improvement plans
- Strong leadership, accountability, problem-solving, and decision-making skills
- Strong organizational, communication, and follow-up skills
- Proficiency in Microsoft Office, Excel, CRM platforms, and member management software, including Engage Pro and Club Automation
- Familiarity with social media and marketing tools
- Basic math and technical aptitude
WORKING CONDITIONS AND REQUIREMENTS:
Must be able to navigate and utilize all equipment and spaces within HFGHC without assistance. Flexibility in hours, including occasional evenings and weekends based on departmental and club needs, is required.
Pay: $26.00 - $32.00 per hour
Benefits:
- Dental insurance
- Employee discount
- Health insurance
- Paid time off
- Vision insurance
Work Location: In person
