Leader - Membership Concierge

Life Time Inc.; Stamford (CT); On-site; USD 65,000 - 100,000; Full time

Job summary

Life Time Inc. in Stamford seeks a Lead-Membership Concierge to lead the Membership Concierge Team and deliver a best-in-class member experience aligned with our premium brand.

You will drive engagement, retention and program participation while modeling value-based relationships. Responsibilities include recruiting and mentoring staff, achieving membership growth and retention KPIs, managing payroll and scheduling, and ensuring compliance with Life Time policies.

Qualifications

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

Responsibilities

• Lead the Membership Concierge Team to deliver a best-in-class member experience aligned with the premium Life Time brand.
• Hire, manage, develop, coach, and mentor staff to meet performance expectations and brand standards.
• Achieve or exceed membership acquisition and retention goals and KPIs through strategic planning and execution.
• Oversee payroll management and scheduling to meet department budget and labor goals.
• Drive an experience-driven culture using member/guest feedback from surveys and interactions to identify opportunities and successes.
• Ensure compliance with Life Time policies and procedures.

Skills

Managerial experience

Customer service

Sales experience

Budget goals

CPR/AED certification

Education

High School Diploma or Equivalent

Bachelor's degree preferred

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 innovationExperience 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.