Leader - Membership Concierge

lifetime; Stamford (CT); On-site; USD 70,000 - 90,000; Full time

Job summary

Life Time Stamford is seeking a Lead Membership Concierge to guide the Membership Concierge Team in delivering a best-in-class member experience. You will drive retention, lead by example in service, sales, and program participation, and align with our premium brand.

Responsibilities include coaching staff, achieving membership goals and budgets, managing payroll and scheduling, and leveraging CRM insights to improve engagement.

Qualifications

• 3+ years of managerial experience.
• 3+ years of customer service experience.
• 3+ years of sales experience.
• 3+ years of achieving budget goals.
• Bachelor’s degree is preferred.

Responsibilities

• Leads a Membership Concierge Team to deliver best-in-class experiences.
• Hires, develops, coaches, and mentors staff to meet brand standards.
• Achieves membership acquisition and retention goals and KPIs.
• Manages payroll and scheduling to meet department budgets.
• Uses CRM insights to drive improvements in member engagement.
• Ensures compliance with Life Time policies and procedures.

Skills

Leadership

Customer service

Sales

Budget management

Coaching/Mentoring

Education

Bachelor’s degree in related field

Tools

Microsoft Dynamics CRM

Microsoft Office Suite

Job description

Position Summary

The Lead-Membership Concierge delivers a best in class experience for all club members and guests, through leadership of the Membership Concierge Team. You will build and actively participate within a departmental culture which delivers excellence in the guest buying experience, service execution and member retention as aligned with our premium brand. In this role, you will leverage your expertise to lead a team which creates value-based relationships while proactively engaging members and guests to programs and services which help meet their healthy way of life goals.

Job Duties and Responsibilities

• Skillfully handles complex member/guest engagements and leads by example through active participation in the join, service and save experience.
• Hires, manages, supports, develops, coaches, and mentors a team of professionals to be successful based on brand and performance expectations. Includes disciplinary and termination actions as needed.
• Achieves or exceeds membership acquisition and retention goals and KPIs through strategic business planning and execution.
• Meets department financial expense expectations through payroll management and effective scheduling of the Concierge Team.
• Strategically drives an experience driven department culture, utilizing insights from member/guest feedback provided through social media, surveys, and interactions to identify opportunities and capitalize on successes.
• Manages compliance within Life Time policies, procedures and processes.

Position Requirements

• High School Diploma or Equivalent
• CPR/AED certification required within 30 days of hire
• 3+ years of managerial experience
• 3+ years of customer service experience
• 3+ years of sales experience
• 3+ years of achieving budget goals

Preferred Requirements

• Bachelors Degree in related field
• Experience working in a high-energy and fast paced environment with proven multi-tasking skills
• Superior time management skills
• Ability to prioritize tasks
• Adapts to change and innovation
• Experience with Microsoft Dynamics CRM and Microsoft Office Suite

Life Time is a place for everyone. As an organization, we are committed to an inclusive, diverse and equitable workplace that respects and celebrates the unique contributions of each individual while ensuring we remain an equal opportunity employer that recruits, hires, trains and promotes based on merit and qualifications.