Member Experience & Retention Leader

Defined Fitness Inc; Albuquerque (NM); On-site; USD 45,000 - 55,000; Full time

Job summary

Defined Fitness in Albuquerque seeks a Customer Service Manager to lead a hospitality-driven team and elevate member experience. You will drive retention, oversee billing and revenue processes, and partner with leadership to maintain our community-focused gym atmosphere.

The role emphasizes team development, process excellence, and cross-functional collaboration to ensure the club remains the community’s favorite gym and a hub of service excellence.

Qualifications

• Hospitality leadership and guest-focused service.
• Strong interpersonal and conflict resolution skills.

Responsibilities

• Oversee lobby and check-in areas to maintain a welcoming standard.
• Lead member retention initiatives through events and outreach.
• Serve as primary contact for member concerns, billing disputes, and escalations.
• Manage local partnerships and insurance-based memberships to enhance member experience.
• Support social media presence with professional member interactions.
• Process membership dues, PT agreements, and ancillary revenue accurately.
• Prepare Daily Sales Reports and perform revenue breakouts in QuickBooks.
• Handle credit card/ACH chargebacks and coordinate with collections.
• Communicate month-end AR, deferred revenue, and year-over-year trends to accounting.
• Recruit, hire, train, and retain a high-performing staff.
• Lead weekly trainings on billing systems and hospitality standards.
• Collaborate with GM to optimize member flow and facility operations.
• Participate in GM Roundtable, Sales Bootcamp, and OM trainings.

Skills

Team leadership

Interpersonal skills

Job description

Defined Fitness in Albuquerque seeks a Customer Service Manager to lead a hospitality-driven team and elevate member experience. You will drive retention, oversee billing and revenue processes, and partner with leadership to maintain our community-focused gym atmosphere.

The role emphasizes team development, process excellence, and cross-functional collaboration to ensure the club remains the community’s favorite gym and a hub of service excellence.