Member Concierge Leader

Life Time Inc.; Westwood (MA); On-site; USD 90,000 - 120,000; Full time

Benefits offered by this job

A fully subsidized membership

Discounts on Life Time products and 0%

401(k) retirement savings plan with公司匹

Training and professional development

Paid sick leave where required by law

Job summary

Life Time Inc. is seeking a Membership Concierge Leader to deliver a best-in-class member experience by leading the Membership Concierge Team and aligning with our premium brand.

You will connect members to programs and services, helping them achieve healthy life goals and act as the right hand to the Club General Manager. You will foster a culture of service excellence, mentor team members, manage schedules, and drive member retention through value-based relationships across in-center

Qualifications

• Strong written and verbal communication, customer service, and service recovery skills.
• Experience in business planning, process management, and revenue tracking.
• Experience leading teams and achieving budget goals.

Responsibilities

• Participates in Life Time’s classes, activities, events and programming.
• Leads in zone by exemplifying service excellence and being a member connectivity specialist.
• Onboards and certifies team members and provides coaching to enhance engagement.
• Manages schedules and zone rotations for optimal performance and efficiency.
• Executes member acquisition, retention and connectivity programs across departments.

Skills

Leadership

Communication

Customer service

Sales

Budget management

Education

High School Diploma or Equivalent

Bachelor’s or Associate’s degree

Hospitality management or related degree/certification

Fitness related certification

Tools

Microsoft Dynamics CRM

Microsoft Office Suite

Job description

Position Summary

The Membership Concierge Leader delivers a best-in-class experience for all members and guests through leadership of the Membership Concierge Team. You will build and participate in a culture which delivers excellence in the guest experience, service execution and member retention as aligned with our premium brand. In this role, you will leverage your expertise to drive a team creating value-based relationships connecting members and guests to programs and services which help meet their healthy way of life goals. This position will serve as the right hand to the Club General Manager, connecting all in-center departments to ensure seamless operations, partnership and member engagement. The Membership Concierge Leader will embody a growth mindset, desire to develop professionally, and ambition to advance into a General Manager role. This role requires excellent leadership, excellent communication skills, and a deep commitment to enhancing the member experience while aiding in the success of the entire club.

Job Duties/Responsibilities

• Regularly participates in Life Time’s classes, activities, events and programming
• Embodies the Life Time brand commitment to a healthy lifestyle professionally and personally
• Leads in zone by exemplifying service excellence and being a member connectivity specialist
• Encourages team members to exceed their own expectations and aim for higher performance
• Onboard and certify team members - Cast to perfection and certify to exhaustion
• Provides guidance, help, coaching, and feedback to enhance member engagement
• Meticulously manages schedules and zone rotations to ensure optimal performance and efficiency
• Functional pro in executing business protocols including new member acquisition, existing member retention and new member connectivity

Minimum Required Qualifications

This position requires a high level of skill related to written and verbal communication, customer service, service recovery, business planning, management of processes, expense and revenue tracking, team building and sales.

Education

• High School Diploma or Equivalent

Years of Experience

• 3+ years of managerial experience
• 3+ years of customer service experience
• 3+ years of sales experience
• 3+ years of achieving budget goals

Licenses / Certifications / Registrations

• CPR/AED certification required within 30 days of hire

Preferred Qualifications

• Bachelor’s or Associate’s degree
• Hospitality management or similar degree/certification
• Fitness related experience including PT or Group Fitness certification
• Superior time management skills
• Ability to prioritize tasks
• Adapts to change and innovation
• Experience with Microsoft Dynamics CRM and Microsoft Office Suite

Pay

Benefits

All team members receive the following benefits while working for Life Time:

• A fully subsidized membership
• Discounts on Life Time products and services
• 401(k) retirement savings plan with company discretionary match (21 years of age and older)
• Training and professional development
• Paid sick leave where required by law

Full-time Team Members are eligible for additional benefits, including:

• Medical, dental, vision, and prescription drug coverage
• Short term and long term disability insurance
• Life insurance
• Pre-tax flexible spending and dependent care plans
• Parental leave and adoption assistance
• Paid time off, including 5 to 20 vacation days per calendar year (based on tenure) and paid sick leave
• Deferred compensation plan, if the team member meets the required income threshold

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.

It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.