About The NOW
The NOW Massage was designed as an oasis to disconnect from the outside world and reconnect within. Inspired by boutique hospitality, we are committed to delivering exceptional guest experiences while creating meaningful career opportunities for our team.
We're looking for a passionate leader who thrives on developing others, building relationships, driving membership growth, and creating unforgettable guest experiences.
Position Summary
The Membership Sales & Experience Manager is a multi-unit leadership position supporting both our Downtown Cary and Brier Creek boutiques.
This individual will serve as the primary coach and trainer for our Experience Guide teams, helping increase membership sales, improve guest retention, strengthen front desk performance, and elevate the overall guest experience.
Working alongside the Area Manager and General Managers, this role focuses on developing people, driving results, and creating consistent accountability across both boutiques.
Primary ResponsibilitiesMembership Sales Leadership
- Coach Experience Guides to improve individual membership conversion rates.
- Increase overall boutique membership sales through coaching and development.
- Observe guest interactions and provide real-time feedback.
- Analyze membership reports and identify opportunities for improvement.
- Develop individualized coaching plans for Experience Guides.
- Partner with General Managers to execute sales strategies and achieve boutique goals.
Front Desk Training & Development
- Train all newly hired Experience Guides.
- Conduct regular front desk observations.
- Coach Experience Guides on hospitality, guest engagement, and sales conversations.
- Reinforce brand standards and service expectations.
- Support General Managers with ongoing coaching and performance management.
Monthly Sales Boot Camps
Lead monthly coaching workshops for Experience Guides whose membership conversion rate falls below 15%.
Topics include:
- Guest connection
- Discovery conversations
- Membership presentations
- Overcoming objections
- Closing techniques
- Building confidence
- Creating memorable guest experiences
Each participant will leave with a personalized development plan designed to improve performance and confidence.
Membership Retention
Serve as the primary point of contact for membership retention across both Downtown Cary and Brier Creek.
Responsibilities include:
- Working 40-45 hours per week.
- Processing all membership cancellation requests.
- Processing all membership freeze requests.
- Conducting member retention conversations.
- Identifying opportunities to save memberships before cancellation.
- Managing member follow-up regarding cancellations and freezes.
- Tracking cancellation trends and partnering with leadership to reduce attrition.
This role will play a critical part in protecting recurring revenue by creating positive member experiences even during difficult conversations.
Guest Experience
- Observe the overall guest experience throughout both boutiques.
- Coach Experience Guides on creating meaningful guest relationships.
- Monitor Internal Feedback Surveys and Google Reviews.
- Identify service recovery opportunities.
- Partner with leadership to improve guest satisfaction and online reputation.
Leadership Development
This role was intentionally created for someone who is passionate about coaching others and is looking to grow into a future General Manager or multi-unit leadership position within The NOW Massage.
As our company continues to grow, we're committed to promoting from within whenever possible. The Membership Sales & Experience Manager will receive mentorship from our Area Manager while partnering closely with our General Managers to gain hands-on leadership experience.
If you're looking for more than just a job and want to build a long-term career with a growing wellness brand, we'd love to meet you.
You'll gain experience in:
- Leadership development
- Team coaching
- Membership growth strategies
- Guest retention
- Financial performance
- Boutique operations
- Performance management
- Multi-unit leadership
As additional boutiques open, this position will serve as a pipeline for future General Manager and leadership opportunities.
What We're Looking For
We're searching for someone who:
- Loves developing people.
- Is passionate about sales and guest experience.
- Leads by example.
- Enjoys coaching and mentoring others.
- Is highly organized and accountable.
- Wants to grow into a larger leadership role.
- Thrives in a fast-paced, hospitality-focused environment.
Qualifications
- Minimum of 2 years of leadership, hospitality, retail, wellness, or sales experience.
- Experience coaching and developing teams.
- Excellent communication and relationship-building skills.
- Strong organizational and problem-solving abilities.
- Ability to travel between Downtown Cary and Brier Creek.
Preferred Experience:
- Membership-based sales
- Spa or wellness industry
- Luxury hospitality
- Boutique retail leadership
Compensation
- Starting salary of $40,000 annually
- Commission opportunities
Benefits
- Medical Insurance (The NOW pays 50% of employee coverage)
- Dental Insurance
- Vision Insurance
- Short-Term Disability Insurance
- Paid Time Off
- $50 monthly cell phone reimbursement
- Complimentary massages based on tenure
- Paid training and leadership development
- Career advancement opportunities
- Work alongside an experienced Area Manager and General Managers in a growing organization
Why Join The NOW?
At The NOW Massage, we believe great leaders create great guest experiences.
We're looking for someone who is excited to inspire others, celebrate wins, and help build high-performing teams. This isn't simply a management role. It's an opportunity to develop your leadership skills while making a meaningful impact across multiple boutiques.
If you're ready to grow your career with a company that invests in its people, we'd love to hear from you.
Pay: $40,000.00 per year
Benefits:
- Cell phone reimbursement
- Dental insurance
- Employee discount
- Flexible schedule
- Health insurance
- Life insurance
- Paid training
- Vision insurance
Application Question(s):
- Will you be able to commute between both of our Brier Creek and Downtown Cary locations?
Experience:
- Membership Sales: 2 years (Required)
Work Location: In person
