Member Services Lead

University of Colorado Anschutz; Aurora (CO); On-site; USD 54,000 - 70,000; Full time

Benefits offered by this job

Sales incentive program

Job summary

University of Colorado Anschutz is seeking a driven Member Services Lead to drive membership growth and lead a sales team across fitness center memberships and services.

You will hire, train, coach, and supervise staff, oversee leads and conversions, and collaborate with marketing to promote programs while ensuring exceptional customer experiences at the Aurora facility.

Qualifications

• Four (4) or more years of relevant experience in fitness membership sales and management.

Responsibilities

• Lead membership growth through strategic planning and sales initiatives.
• Recruit, train, coach, schedule, and evaluate membership sales staff.
• Oversee sales operations, lead tracking, reporting, and retention efforts.
• Partner with marketing to support outreach and promotions for center services.
• Ensure seamless customer experiences from inquiry to service matching.
• Provide leadership for front desk operations and daily reception functions.

Skills

Membership sales

Team leadership

Customer service

Job description

University of Colorado Anschutz

Department: Anschutz Health and Wellness Center

Job Title: Member Services Lead

Position #: 00760289 — Requisition #: 41620

The Center is seeking a dynamic and customer-focused Member Services Lead to lead our membership sales efforts and inspire a high-performing team dedicated to connecting individuals with the programs and services that support their wellness goals. This role oversees the sales team responsible for promoting Fitness Center memberships and ancillary services, including personal training, group training, massage therapy, and other wellness offerings, ensuring prospective members are matched with the services that best meet their needs. In addition to a competitive compensation package, this role is eligible for participation in a sales incentive program.

As both a strategic leader and active contributor, the Member Services Lead plays a hands‑on role in driving membership growth, delivering exceptional customer experiences, and supporting daily operations. This position also supervises the Fitness Center Front Desk Lead and helps ensure appropriate staffing coverage during key business hours. While schedules may occasionally flex to meet operational needs, special events, or peak‑demand periods, this remains a full‑time, 40‑hour‑per‑week position.

Key Responsibilities:

• Lead membership growth efforts through strategic planning, sales initiatives, and achievement of membership and revenue goals.
• Generate, cultivate, and convert membership leads while providing prospective members with information on programs, services, and membership options.
• Hire, train, coach, schedule, and evaluate membership sales staff, creating accountability for performance and customer service standards.
• Oversee membership sales operations, including lead tracking, reporting, retention efforts, and consistent implementation of sales processes and procedures.
• Partner with marketing and communications teams to support outreach, promotions, presentations, and engagement efforts that increase awareness and utilization of Center services.
• Ensure a seamless customer experience by coordinating responses to inquiries, connecting members with appropriate services, and maintaining high service standards throughout the sales journey.
• Provide leadership for front desk operations, including staff supervision, training, and oversight of daily reception functions to ensure efficient operations and excellent member service.

Work Location:

Onsite – this role is expected to work onsite and is located at 12348 E. Montview Boulevard, Aurora, Colorado.

Why Join Us:

About the CU Anschutz Health and Wellness Center

The CU Anschutz Health and Wellness Center (AHWC), established within the CU School of Medicine, opened in April 2012. Our vision is a campus where wellness is the foundation of everything we do. To foster this vision, the staff of the AHWC collaborate with campus partners to utilize the power and science of movement, nutrition, and mental well-being to enrich the health and wellness of our community. The AHWC serves as a campus resource that provides support and a space for innovation and collaboration for researchers, clinicians, patients, students, campus employees, and community members. The AHWC has five core areas of focus including clinical research, clinical medicine, campus/community programs, training and education, and the fitness center.

These core areas utilize the physical infrastructure of the AHWC including the metabolic kitchen, fitness center, clinic, meeting rooms/board rooms, green roof, and 3rd and 4th floor office space.

More information on AHWC can be found at AnschutzWellness.com.

Mission Statement: To utilize the power and science of movement, nutrition, and mental well-being to enrich the health and wellness of our community.

AHWC Fitness Center

The 30,000 sq ft, three‑story Fitness Center at AHWC features state-of-the-art Technogym cardiovascular and Matrix resistance exercise equipment along with three dedicated studios for group exercise classes, a functional training space (FIT Lab), indoor track, pool, hot tub, locker rooms with dedicated steam rooms and saunas, and fitness assessment technology. The Fitness Center offers complimentary fitness consultation sessions, group exercise, personal training services, and massage. The Fitness Center supports over 3,100 members from the campus and community. The Fitness Center business operations are overseen by Fitness Center General Manager and Assistant General Manager. The Fitness Center has more than 50 employees.

Why work for the University?

We have AMAZING benefits and offerexceptional amounts of holiday, vacation and sick leave! The University of Colorado offers an excellent benefits package including:

• Medical: Multiple plan options
• Dental: Multiple plan options
• Additional Insurance: Disability, Life, Vision
• Retirement 401(a) Plan: Employer contributes 10% of your gross pay
• Paid Time Off: Accruals over the year
• Vacation Days: 22/year (maximum accrual 352 hours)
• Sick Days: 15/year (unlimited maximum accrual)
• Holiday Days: 15/year
• Tuition Benefit: Employees have access to this benefit on all CU campuses
• ECO Pass: Reduced rate RTD Bus and light rail service

There are many additional perks & programs with the CU Advantage.

Qualifications:

Minimum Qualifications:

• Four (4) or more years of relevant experience related to fitness membership sales and management with two (2) or more of the years in a supervisory or lead position.

Applicants must meet minimum qualifications at the time of hire.

Preferred Qualifications:

• Three (3) or more years prior supervisory or team lead experience in fitness membership/services with demonstrated success in consistent revenue growth
• Experience with gym/fitness center Point of Sales and member management system
• Previous customer service experience in a gym or fitness club
• Previous experience in managing a high volume customer service staff in a fast‑paced environment

Conditions of Employment:

• Applicants must be legally authorized to work in the United States without requiring sponsorship. We are unable to provide work visa sponsorship or employment authorization for this position now or in the future.
• This position is 100% on site and ensures that sales staff are available during the Fitness Center's prime business hours of 8 am-6 pm Monday-Friday, as well as some evenings and weekends based on demand.
• While schedules may occasionally flex to meet operational needs, special events, or peak‑demand periods, this remains a full‑time, 40‑hour‑per‑week position.

Knowledge, Skills and Abilities:

• Ability to communicate effectively, both in writing and orally.
• Ability to establish and maintain effective working relationships with employees at all levels throughout the institution.
• Outstanding customer service skills.
• Ability to lead a highly productive sales team that can successfully convert leads into sales and at the same time providing clientele with services that match their needs
• Ability to lead the sales team to achieve monthly goals as designated by the General Manager
• Ability to plan strategically to meet quarterly revenue goals
• Ability to stay highly organized and ensure the same of the sales team
• Ability to lead the Front Desk Lead to ensure a high level of customer service and accuracy in processes and cash handling are met by front desk staff
• Ability to work independently to achieve goals
• Ability to train others effectively
• Ability to set priorities in a fast‑paced environment
• Knowledge and passion for fitness and wellness
• Ability to keep current with industry trends in sales and packaging techniques to attract members using creative avenues
• A focus on customer service
• Enthusiasm for sales in a health and wellness center with good knowledge of the industry
• Ability to follow and comply with University and Center policies and procedures
• Effective communicator with clientele and staff, both verbal and written

Anticipated Pay Range:

The starting salary range (or hiring range) for this position has been established as $53,940 - $70,116.

This position receives additional compensation as part of an incentive plan.

The above salary range (or hiring range) represents the University's good faith and reasonable estimate of the range of possible compensation at the time of posting. This position may be eligible for overtime compensation, depending on the level.

Your total compensation goes beyond the number on your paycheck. The University of Colorado provides generous leave, health plans and retirement contributions that add to your bottom line.

Total Compensation Calculator

Equal Employment Opportunity Statement:

CU is an Equal Opportunity Employer and complies with all applicable federal, state, and local laws governing nondiscrimination in employment. We are committed to creating a workplace where all individuals are treated with respect and dignity, and we encourage individuals from all backgrounds to apply, including protected veterans and individuals with disabilities.

ADA Statement:

The University will provide reasonable accommodations to applicants with disabilities throughout the employment application process. To request an accommodation pursuant to the Americans with Disabilities Act, please contact the Human Resources ADA Coordinator at [e-mail].

Background Check Statement:

The University of Colorado Anschutz is dedicated to ensuring a safe and secure environment for our faculty, staff, students and visitors. To assist in achieving that goal, we conduct background investigations for all prospective employees.

Vaccination Statement:

CU Anschutz strongly encourages vaccination against the COVID-19 virus and other vaccine preventable diseases. If you work, visit, or volunteer in healthcare facilities or clinics operated by our affiliated hospital or clinical partners or by CU Anschutz, you will be required to comply with the vaccination and medical surveillance policies of the facilities or clinics where you work, visit, or volunteer, respectively. In addition, if you work in certain research areas or perform certain safety sensitive job duties, you must enroll in the occupational health medical surveillance program.