Member Experience Lead: Front Desk & Service

ALLIANCE PERFORMANCE; Warren Point (NJ); On-site; USD 45,000 - 50,000; Full time

Job summary

ALLIANCE PERFORMANCE in Fair Lawn is seeking a Member Services Lead to oversee the front desk and member services team, ensuring a polished first and last impression for members. The role manages staffing, training, coaching, and adherence to service standards, escalating issues when necessary to the AGM/GM.

You will partner with the AGM and GM on scheduling, performance reviews, and process improvements. Responsibilities include leading shifts, onboarding new associates, handling member

Qualifications

• 1–2 years in a member services/front desk supervisory role.
• Ability to train and coach a small team.
• Strong verbal communication and conflict resolution.
• Proficiency with POS and club management software, or ability to learn quickly.
• Flexible schedule including mornings, evenings, and weekends.

Responsibilities

• Lead shifts and coach a team of Member Services Associates across all hours.
• Onboard and train new staff on scripts, POS, and service standards.
• Conduct regular coaching and maintain desk coverage during peak times.
• Escalate member issues to AGM/GM when needed and ensure high-touch experience.
• Support membership sales, tours, and front desk operations, including billing handling.

Skills

Team leadership

Communication

POS software

Scheduling

Education

CPR/AED certification

Tools

ABC Fitness

Job description

ALLIANCE PERFORMANCE in Fair Lawn is seeking a Member Services Lead to oversee the front desk and member services team, ensuring a polished first and last impression for members. The role manages staffing, training, coaching, and adherence to service standards, escalating issues when necessary to the AGM/GM.

You will partner with the AGM and GM on scheduling, performance reviews, and process improvements. Responsibilities include leading shifts, onboarding new associates, handling member