The Membership Sales Manager oversees the Membership Department at the Mandel JCC in Cleveland, OH; and supervises the Membership Sales Lead, Membership Representatives, and Sales Staff.
The Mandel JCC is an award-winning, state-of-the-art community center, which features a beautifully renovated fitness center and indoor and outdoor pools.
This position services guests, as well as new and existing members with equal priority, and ensures that all Membership Representatives have the training, skills, and motivation to do the same. They generate excitement and interest in club systems and procedures that focus on generating new members and retaining existing members. They will actively recruit, train, and lead a team of Membership Representatives that will do the same. The Membership Sales Manager will work in conjunction with the other Departments Heads to assist the GM in 3 major functions: building the dues base to the targeted level, building the average sales per member to targeted levels, and assisting with member retention.
If you have questions about this position, contact General Manager Joe Schillero at email@example.com (we are looking to set up interviews as soon as possible).
Hire, train, and manage membership services lead, membership sales team, membership desk associates, and membership engagement associate to assure Membership Desk operations are customer-centric, new member sales goals are achieved, and follow-up calls are made.
Establish and implement membership staff service standards that will create a positive member experience and support the mission of Active Wellness and the Mandel Jewish Community Center.
Implement ongoing training and coaching to equip membership staff with the necessary skills to consistently provide excellent customer service.
Act as a second step for member inquiries and problems that cannot readily be resolved by direct membership staff.
Within established guidelines, exercise judgment in granting member requests or meeting member needs.
Create and manage the Membership Desk staffing schedule to ensure optimal coverage is available during membership staffing hours. Provide back-up and assume duties at Membership Desk as needed.
Develop and implement a year-round plan to promote membership sales and retention
Provide monthly, quarterly, and annual sales reports and key performance indicators to reflect the annual department budget.
Monitor and evaluate sales staff compensation and commission.
Provides continuous sales support, education, and training to all membership personnel.
Provides leadership through expertise in sales, as well as every area of the Mandel JCC. The Membership Manager must experience each provider, program, and class in each department in their club. They require the same of their Membership Sales Representatives. Relationships and personal experience will play key roles in selling our brand.
Know our competition almost as well as knowing the Mandel JCC.
Oversee TV sales and corporate sales programs to ensure goals are achieved or surpassed.
Measure and track sales activity and ROI from marketing promotion initiatives and member referral campaigns.
In collaboration with the Marketing department, develop marketing initiatives that support membership sales and retention projections and membership revenue goals.
Membership Service Administration
Oversee business planning, budget development, and expenditures toward achievement of department objectives.
Manage membership data to ensure information is accurate, updated, and accessible.
Generate scheduled reports and reports on an as-needed basis related to renewals, changes in membership categories, lapsed members, duplicate accounts, and promotion results.
Audit membership joins and cancellations, upgrades and downgrades, and other daily transactions on an ongoing basis.
Achieve club monthly goals set by GM and Director of Sales and Marketing.
Provide all statistical and reporting information to GM and the Director of Sales and Marketing on a timely basis. Maintain daily logs of tours, information calls, and guests to follow-up on, and track progress with General Manager daily.
Ensure each prospect and every sale is sourced appropriately, and that sources are reported accurately to the marketing department.
Work together as a TEAM with all departments.
Be knowledgeable about all programs and activities offered by the Mandel JCC
Promote Mandel JCC services and activities
Assist with keeping the Membership Desk well stocked and clean
Attend Active Wellness and Mandel JCC site meetings and training
Qualifications and Education Requirements
4-year college degree in a related field.
4 years of experience in a customer service environment that includes managing front line staff (preferred)
Basic accounting skills, customer service skills, results-oriented, basic computer skills, ability to multi-task, and commitment to the fitness industry
Must be detail-oriented, organized and highly responsive with a commitment to customer service
Strong verbal communication skills
Knowledge of Microsoft Office Suite (Word, Excel, and Outlook)
Basic computer skills, customer service skills, results-oriented, ability to multitask, and commitment to the fitness industry
Proof of citizenship or legal status
Physical and Working Conditions
Ability to take responsibility for the health and safety of others
Ability to stand for several hours in the same shift; ability to lift 25 lbs
Fitness club environment
Must follow OSHA and Active Wellness safety standards
About Active Wellness
Active Wellness designs fitness centers and delivers wellness services to inspire people toward a healthy, active life.
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