Member Experience Lead: Front Desk, Events & Member Journey

Dominique Dawes Gymnastics Academy; Rockville (MD); Hybrid; USD 52,000 - 78,000; Full time

Job summary

Dominique Dawes Academy seeks a proactive Member Experience Lead to guide the family journey from inquiry to enrollment, ensuring service excellence aligned with academy standards. You will manage the Member Experience Associates, own front desk operations, and oversee parties and showcases on-site.

You will lead efforts to improve the member journey, respond to family concerns, and partner with leadership to maintain high-quality experiences for prospective and current families.

Qualifications

• High school diploma or equivalent required; associate's or bachelor's degree preferred.
• 3+ years of experience in customer service, hospitality, recreation, or similar.
• 2+ years of supervisory or leadership experience with scheduling, training, coaching, and feedback.
• Experience planning or executing events, parties, programs, or other customer-facing experiences.
• CPR/AED and First Aid certification required, or ability to obtain within specified timeframe.

Responsibilities

• Lead and develop the Member Experience Associates team.
• Own front desk operations, data systems, and reporting standards.
• Monitor enrollment, retention, and customer satisfaction metrics and drive improvements.
• Plan and execute parties, events, and showcases on-site.
• Serve as the escalation point for family concerns and provide mgmt-level resolutions.
• Act as Manager on Duty (MOD) for assigned shifts or events.

Skills

Leadership

Communication

Professionalism

Customer focus

Organization

Problem solving

Multi-tasking

Education

High school diploma

Associate degree

Bachelor's degree

Tools

Office productivity tools

Enrollment management systems

Data reporting systems

Job description

Dominique Dawes Academy seeks a proactive Member Experience Lead to guide the family journey from inquiry to enrollment, ensuring service excellence aligned with academy standards. You will manage the Member Experience Associates, own front desk operations, and oversee parties and showcases on-site.

You will lead efforts to improve the member journey, respond to family concerns, and partner with leadership to maintain high-quality experiences for prospective and current families.