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Membership Director - Pleasanton, United States - The Bay Club
Description
GENERAL SUMMARY
The Membership Director is responsible for recruiting, developing, and retaining client relationships.
By developing and nurturing the member relationship throughout the entire membership lifecycle, the Membership Director recommends and promotes membership selections and assists with any and all questions or support needed.
The Membership Director is responsible for generating and maintaining all topline revenue production for his/her designated Clubs or Campus. This position reports to the Vice President, General Manager.
Nothing in this job description restricts management's right to assign or reassign duties and responsibilities to this job at any time.
PRIMARY JOB FUNCTIONS
Membership Sales
Complete a full sales cycle from point of inception to final sale and welcoming to club
Responsible for active recruiting of membership prospects and cultivating a strong member referral business
Assist with development and execution of special events and activities to engage members and prospective members
Engages with members in a professional manner in the Club and signature events
Execute Club tours and client assessments to determine, recommend and promote appropriate membership options
Maintain accurate and up-to-date membership sales tracking and reports
Correctly utilize salesforce CRM, Company Revenue and Dues Tracker to provide proper forecasting for monthly team sales goals
Schedule tasks and follow up with prospective members in a timely manner
Log all activity throughout the day
Properly use Salesforce to organize daily outreach
Prompt and professional follow up with members and prospective members in the club
Attend special events and activities to provide sales information and tours
Customer Service
Maintain excellent customer service and solution forward thinking, including without limitation enhancing customer experience and increasing customer retention.
Assist members with all membership changes (upgrade/downgrades, conversions)
Resolve any member or prospective member issues in a timely manner with high service attention
Prompt and professional follow up with members and prospective members in the club
Support club operational tasks and initiatives as needed
Financial Accountability
Responsible for meeting or exceeding overall membership levels, membership mix and membership revenue goals are met (including, but not limited to: initiation fees, dues, paid-in-full membership and pre-paid dues categories)
Responsible for resolving member billing issues in a timely manner, ability to issue credits and/or adjustments to account as needed, with consideration of Club protocols and policies.
Communication and Relationships
Effectively and professionally interacts and communicates with senior management, managers, other employees, prospective members, and members.
Promote harmonious relations among members, staff, vendors, and the community at-large.
Represent the club in a professional manner through image, dress, communication, and immediate follow through and response
Effectively assist members with any key issues; exercise independent judgement to solve problems for members/prospective members as needed without compromising the integrity of the Club.
Develop professional relationships with members and prospective members
Complete upgrade, downgrade, reactivation, leave of absence requests
Active participation in required events, required programs, required meetings and required trainings.
Supports operational needs of the clubs
Orient new members into the club by introducing them to key staff and members and scheduling their introductory appointments
Corporate Goals & Objectives
Promote the company's safety goals and actively work towards ensuring a safe working environment.
Interpret and ensure compliance with company policies and procedures.
Actively further corporate objectives and continuously support improvement and positive change, which includes participating on corporate designated committees to improve the company and business operations.
OTHER JOB FUNCTIONS
Ability to regularly work monthly "close-out" dates (generally mid-month and end of month)
Flexibility in work schedule, as job may require day and evening shifts, weekends and holidays
DEFINITION OF SUCCESS
Achieves membership and financial goals consistently
Improves member retention, satisfaction, and membership trajectory
Bring new ideas and ways of working.
Make a material impact on membership growth and core business metrics
Communicate and collaborate collectively with the Member Service Team and Campus Leadership Team
Respect and uphold peer accountability with all team members
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