Member Experience & Retention Supervisor

Local North Hills Company; Wexford (Allegheny County); On-site; USD 42,000 - 60,000; Full time

Benefits offered by this job

Dental Insurance

Vision Insurance

Health Insurance

Paid Time off

401(K) and matching

Life Insurance

Job summary

Oxford Athletic Club in Pittsburgh, a premier wellness destination, seeks a Member Services Supervisor to build strong member relationships, address concerns, and drive retention. You will manage memberships, handle billing questions, and provide exceptional service to ensure a positive fitness journey for every member.

You will lead member engagement at events, process forms in the Club Management software, and support sales efforts as needed, collaborating with leadership to resolve issues and

Qualifications

• High school diploma or equivalent; bachelor’s degree preferred.
• Five years of customer service experience.
• Experience in the fitness industry preferred.
• Strong interpersonal and communication skills.
• Strong attention to detail.

Responsibilities

• Member Engagement: greet and assist members, establish rapport, attend at least two member events per month.
• Membership Administration: process freeze/cancellation/change forms, handle upgrades/downgrades, communicate with members about billing.
• Retention Strategy: develop and implement strategies to reduce member attrition, analyze feedback and trends.
• Problem Resolution: address member concerns promptly, work with leadership to resolve incidents, document interactions using CMS.
• Sales Initiatives: provide tours to prospective members, highlight features, help convert leads, track prospects in CRM.

Skills

Customer service experience

Interpersonal skills

Communication skills

Attention to detail

Education

High school diploma or equivalent

Bachelor’s degree in related field preferred

Job description

Oxford Athletic Club in Pittsburgh, a premier wellness destination, seeks a Member Services Supervisor to build strong member relationships, address concerns, and drive retention. You will manage memberships, handle billing questions, and provide exceptional service to ensure a positive fitness journey for every member.

You will lead member engagement at events, process forms in the Club Management software, and support sales efforts as needed, collaborating with leadership to resolve issues and