Membership Service Manager

Bean HR Consulting
  • Delhi
  • 5-8 lakh
  • 4-9 years
  • Views
  • 28 Jul 2017

  • Customer Service

  • Wellness/ Cosmetics/ Fitness/ Sports
Job Description

The role is focussed on ensuring the best customer service is given to all members and potential members at all times. This role and the FOH Team that reports into the MSM plays an integral part in how members perceive the club and Fitness First. The Member Services Manager reports directly to the Club General Manager. This position involves working within a team environment, effectively working with seniors, peers and front of house staff within their immediate team. The position also involves extensive liaison with members and the Club team members. The members services manager is responsible for all FOH resource To ensure the Fitness First members services strategy is adhered to through the successful management and monitoring of member administration, queries, complaints, feedback and departure. The role requires the individual to work independently.
OPERATIONAL AND ADMINISTRATIVE RESPONSIBILITIES

1. Member Care
Ensure all new joined members receive a Welcome Interview as per the format in circulation. Identify member needs and retain members, provide quality member service throughout the club Handle member complaints inclusive of but not limited to Club Operations, Billing Enquiries, Suggestions, Terms & Conditions, etc. within the club and provide response within 72 hours preferably within 24 hours where opportunity allows. Handle complaints raised face to face, wherever and whenever possible. Inspect and review Hey Manager cards, addressing concerns to the Club General Manager in weekly meeting forums or as required. Make pro-active contact with high risk members according to retention strategy. Achieve high renewal rates of Memberships that are due for expire due to completion of the term of in the case of a Lump Sum (LS) Membership and also Members who are exiting their Minimum Contract Period (MCP). Handle cancellation requests immediately or by follow up appointment should circumstance necessitate; following correct departure protocol. Active participation in planning and execution of member engagement activities inclusive of but not limited to Nutrition Workshop and Group Exercise Events. Quantitative and Qualitative targets will be released by the General Manager (GM)/Area Business Manager (ABM).

2. Reception, Operations & Activities
Prepare and complete Member Service Diary with relevant activity each day, with the objective of achieving set goals. Ensure all cancellation requests are being logged on the MS Log FOH daily Ensure necessary daily activity reports are forwarded to support office by the agreed cut off time each day, copying activity results to the General Manager (GM)/Area Business Manager (ABM) Ensure smooth membership administration processes: Daily vetting of new member applications to ensure that the correct information has been captured. Escalate any discrepancies to the GM.
o All NJM details must be checked at the point of sale.
o The initial payment amount must be checked by the FOH Team. Make sure you and your team are in correct uniform and are always on time for your shift. Ensure that all fees are entered correctly and accurately rung into the till. Ensuring that the daily banking activities are carried out timely by the Club Administrator (CA). Be familiar with all facilities, services and activities within the club Familiarise yourself and your team on the knowledge of our other countries of Fitness First and the reciprocal rights Familiarise yourself with the latest promotions and pricing within the clubs Become the expert in all Member Related Activities including the Rules and Terms & Conditions for Membership and Personal Training (PT). Weekly review the Personal Training (PT) Commissions Report prepared by the Senior Customer Service Officer (SCSO). Quantitative and Qualitative targets will be released by the General Manager (GM)/Area Business Manager (ABM).

3. Service Calls
The Membership Services Manager is responsible for making Service Calls (SC) inclusive of but not limited to the following:
o Welcome calls: To be made 14 days after a member has joined.
In the absence of the MSM, the calls must be made by the SCSO and or CSO
o Hey Manager / Complaint calls: To be acknowledged within 24 hours of member notifying the club. The MSM must forward the complaint to the concerned Head of Department (HOD) to follow up ASAP. The member complaint must be noted on the Members Profile on Members First (MF) as a Note
o Invitation to club events. Member communication to all High Risk Members
o Birthday Calls
In the absence of the MSM, the calls must be made by the SCSO and or CSO
The message regarding the members birthday must be noted on the Members Profile on Members First (MF) as a Note
o Renewal calls
In the absence of the MSM, the calls must be made by the SCSO and or CSO
o Debt collection
o Saves Quantitative and Qualitative targets will be released by the General Manager (GM)/Area Business Manager (ABM).

4. Collections
Inspect and review daily collections progress. Work with Front of House team / centralised collections team in order to achieve monthly collections budgets Ensure that the scripts & collection timeline are adhered to by the MSM and the FOH Team Vigilance in collecting accurate data at point of sale through the Welcome Interview Ensure that all Members that get a Red Screen due to them being in arrears are stopped and that the MSM/FOH Team discuss the reasons for the debt and ensure that the member takes action to resolve
o In the absence of the MSM, the calls must be made by the SCSO and or CSO Where the Member Details are incorrect, pro-actively rectify them. Be diligent and responsible for the checking of the Membership Application Forms at the Point Of Sale. Quantitative and Qualitative targets will be released by the General Manager (GM)/Area Business Manager (ABM).

5. Club Maintenance & Repairs
Ensure smooth club operations through feeding back on the condition of facilities of all key areas of the Club to the Facilities Manager: Raise a Job Request Form (JRF) where required, as prescribed by the club procedures. Check the following areas via a club walk through:
1. Club Entrance (Interior / Exterior)
2. Reception
3. Admin Offices
4. Cardio Theatre, Strength & Free weight areas
5. Group Exercise Studios; Main, Mind & Body, Cosmic Cycling
6. Member & Staff Changing Rooms
7. Members Lounge & Pantry
8. Fire exits
9. Etc. Feedback on the timely and correct reporting of equipment or facility failures through job request process, highlighting to Club General Manager the necessary support required should club or facilities departments fall to meet expectations in this area.

6. Leading the team
Responsible for the scheduling of all staff on front desk. Create the Monthly and or Weekly rosters. Responsible for motivating the team to meet their targets be it Saves, Member Contact etc Ensure that the team are trained in line with their roles and that there is pro-active succession planning in place. Train, mentor and motivate the team


Job Posted By

About Organisation

Bean HR Consulting