Membership and Operations Coordinator
West Coast Strength — Position Description
Job Summary
The Membership and Operations Coordinator at West Coast Strength is a critical role focused on providing outstanding member experiences, leading the front desk team, connecting prospective members and clients with our personal training department, and ensuring top-notch facility management. This role requires a proactive, hands-on approach and a strong focus on marketing, CRM management, and facility upkeep to maintain our status as a premium, high-end gym.
Key Responsibilities
1. Membership Experience and Sales
- Ensure that guests and members have an unparalleled gym experience.
- Manage all aspects of the membership lifecycle, from acquisition to retention.
- Oversee membership sales and promotions.
- Lead by example in terms of customer service and professionalism.
- Handle account upgrades, downgrades, cancellations, refunds, etc.
2. Front Desk and Team Management
- Supervise and mentor the front desk staff, ensuring they deliver exceptional customer service and follow clear, consistent systems and processes.
- Maintain front desk and customer service guidelines (to be established).
- Develop and enforce standard operating procedures for front desk efficiency and effectiveness.
3. CRM and Marketing Initiatives
- Manage and optimize our CRM system to enhance member engagement and communication, including outbound calls, texts, and emails.
- Collaborate in marketing efforts, helping execute campaigns that align with our community and fitness-focused branding.
- Execute tasks from our marketing calendar: Facebook and Instagram posts, responding to Google reviews, updating online information, correspondence with social comments and messages, and other calendar tasks.
4. Facility Management and Maintenance
- Ensure the gym is well-maintained, clean, and upholds our high standards, reflecting our premium status.
- Coordinate maintenance schedules and oversee upkeep of gym equipment and facilities.
5. Liaison to Personal Training Department
- Facilitate communication and workflows between members and the personal training department, including scheduling, relationship building, and organizing trainer-member correspondence.
6. Operational Administration
- Handle day-to-day operational tasks, including scheduling, inventory management, and reporting.
Qualifications
- Education: Bachelor's degree in business administration, sports management, marketing, or a related field preferred. Relevant experience in lieu of a degree considered.
- Experience: Minimum 2 years in a customer service, sales, or operations role, preferably in fitness or a high-end service environment. Team management experience highly desirable.
- Industry Knowledge: Strong understanding of the fitness industry with a passion for health and wellness, familiarity with current trends, and a commitment to continuous learning.
Skills
- Leadership: Proven ability to lead and motivate a team and set a positive example in service and professionalism.
- Communication: Excellent verbal and written skills; builds strong relationships with members, staff, and partners.
- Organization: Strong time management and multitasking in a fast-paced environment.
- Technical: Proficient with CRM software and basic office tools; social media and marketing tool experience a plus.
- Analytical: Able to analyze CRM and other data to inform decisions and improve engagement.
- Problem-Solving: Thinks quickly and addresses issues efficiently and effectively.
Performance Metrics
Success is evaluated on KPIs across our operations:
- Membership Metrics: Growth in membership numbers, retention rates, and member satisfaction.
- Personal Training Integration: Effectiveness in driving engagement with the PT department.
- Miscellaneous Profit Centers: Performance in ancillary revenue streams.
- Performance Evaluations: Regular reviews with the GM on goals, operational efficiency, and contribution to overall success.
Professional Development Opportunities
Opportunities exist for increased pay scale, position growth, and upward mobility into other areas of the business and other locations, based on initiative, interest, skill, and ability to manage multiple priorities at a high level.
Pay: $18.00 - $26.00 per hour
Benefits:
Work Location: In person
