Assistant Manager, Member Services

The J; Chesterfield, St. Louis (MO, MO); On-site; USD 25,003 - 35,610; Full time

Job summary

The J in Chesterfield is seeking an Assistant Manager for Member Services to lead daily operations and enhance member experiences. You will oversee front desk activities, coach team members, and drive member retention initiatives in a fast-paced environment.

The ideal candidate has previous leadership experience in customer service, possesses strong communication skills, and is proficient with Microsoft Office. The role is full-time and offers a supportive and service-oriented culture.

Qualifications

• Previous leadership experience in customer service or related field preferred.
• Ability to motivate and lead teams in a fast-paced environment.
• Strong attention to detail and professionalism.

Responsibilities

• Ensure front desk operations are efficient and service-focused.
• Coach and develop front desk team members.
• Support member outreach and engagement initiatives.

Skills

Leadership experience

Strong communication skills

Problem-solving skills

Organizational skills

Relationship-building skills

Tools

Microsoft Office

Job description

Position: Assistant Manager – Member Services
Location: St. Louis, MO 63146
Position Type: Full Time
Salary: $22.00 - $22.00 Hourly
Job Category: Customer Service / Member Services

The Assistant Manager, Member Services supports an exceptional member experience through daily operational leadership, team development, and member engagement. This position oversees front desk operations, coaches staff, supports retention efforts, resolves member concerns, and promotes a welcoming, service-focused environment. In the event of covering front desk shifts, one may work a variety of hours, including weekends, opening shifts beginning at 5:00 am or closing at 9:00 pm.

Key Responsibilities

Member Experience & Operations

• Ensure front desk operations are efficient, organized, and service focused.
• Create a welcoming and professional experience for members and guests.
• Manage staffing coverage, scheduling support, and operational needs.
• Maintain facility readiness and identify opportunities to improve the member experience.
• Achieve operational goals while maintaining exceptional service standards.

Leadership & Team Development

• Coach, train, and develop front desk team members. Team members are trained, supported, and held accountable.
• Support onboarding and ongoing staff development.
• Provide feedback and accountability to strengthen team performance.
• Foster a positive culture focused on teamwork, ownership, and service excellence.

Member Retention & Engagement

• Ensure members feel welcomed, valued, and connected to the J community.
• Execute member outreach, retention, and re‑engagement initiatives.
• Support cancellation conversations and membership preservation strategies. Retention and engagement initiatives are completed consistently.
• Resolve member concerns through timely follow‑up and service recovery.
• Assist with member feedback initiatives, including NPS follow‑up.

Administrative & Business Support

• Assist with lack of pay outreach and membership recovery efforts.
• Support payroll management, scheduling efficiency, and labor controls.
• Track operational trends, member concerns, and follow‑up actions.
• Communicate opportunities and solutions to leadership.

Qualifications

• Previous leadership experience in customer service, hospitality, fitness, membership, retail, or related field preferred.
• Strong communication, coaching, and relationship‑building skills.
• Ability to motivate and lead teams in a fast‑paced environment.
• Strong organization, problem‑solving skills, and attention to detail.
• Ability to resolve challenging situations with professionalism and care.
• Proficient with Microsoft Office and ability to learn membership systems.