Job Description

PURPOSE OF THE ROLE:

Responsible for overall member retention by delivering the highest quality customer service by listening and responding to all members. Assists members with account maintenance and articulates an extensive knowledge of FitnGlam products and services. Anticipates member needs and interests and recommends programs, products and services appropriately. The Member Experience Executive helps maximize member retention by connecting each member to the right people, place and program.

KEY RESPONSIBILITIES

1. Ensuring Exceptional Member Service

Greets and services members at the reception in a friendly and professional manner

Responds attentively and promptly to member needs

Initiates, develops and maintains positive relationships with all members and guests, knowing by name as many members as possible

Answers and transfers phone calls in a timely and professional manner

Anticipates member needs and interests and recommend programs, products and services appropriately.

Schedules members accurately for programs and services accordingly

Responds appropriately to questions and messages regarding member accounts

Provide services that are above and beyond for customer satisfaction and retention

To comply with all business communications and policies and adapt to any changes within the outlines timeframe. Always be aware of any club updates.

2. Member Retention

Elevate the culture of service through outreach initiatives. Contact members via phone, email and in-club conversations, building relationships and engaging members within their areas of interest. All service conversations and appointments should be appropriately tracked in CSS

Articulate extensive knowledge of FitnGlam Fitness programs, products, services, current club events, policies and procedures.

Attend daily huddle

3. Managing the Member Experience

Interacts with members and guest on a continuous basis to obtain feedback about their experience in the club; utilize feedback to recognize outstanding employee service performance and improve service delivery: emphasizes and holds leadership team accountable for addressing service failures or potential service failures and developing innovative ways to exceed member expectations.

Aligns with other Fitness and Memberships team

Serve as an expert on the FitnGlam Website, member portal and member booking services amongst others

4.

Managing the Retail Shop

Achieves Retail Target

Upsells retail items

Knowledgeable of the products

Daily monitoring and replenishing stocks

5. Responsibilities of All Positions

Supports and articulates the FitnGlam mission statement

Adheres to company policies and procedures

Ensures cleanliness of the club:

Sight to ensure club is neat and orderly

Sound to ensure music/sound levels are appropriate

Touch to ensure floors, countertops, etc are clean and dry

Smell to ensure the club is fresh and odor free

Attends department meetings

Responsible for the smooth daily operations at reception

Perform the scheduled working hours and reporting to work on time. Ensure that the club opens on time and the CRM is ready to receive members

Conducts daily calls to members under Default payment aiming at membership dues collection

Ensure all cancellation requests, freezing and membership adjustments are directed to CRM Manager

Must ensure all membership dues and payments are correctly entered into the system

Meet deadlines and follows company processes and procedures

Ensure cash up is correct at all times and any discrepancies recorded and explained in EOD

6. Customer Service

Demonstrates positive attitude and actions through a display of courtesy, service, cooperation, hospitality, sensitivity, and professionalism to internal and external customers.

Delivers excellent customer service to all club guests

Creates the best first impressions

Lives the brand

Maintain open lines of communications with the team and be supportive of all departments

QUALIFICATIONS

Computer skills - MS Office, internet, membership systems and CRM

EXPERIENCE

Minimum 1-Year Experience in a customer service related position in an established commercial fitness business

Proven experience in customer service in a reputable organization

KNOWLEDGE, SKILLS, ABILITIES

Extensive knowledge of all club activities and promotions

Ability to firmly but tactfully enforce FitnGlam Policies and Procedures

Excellent customer service and promotional skills

Excellent communication, listening, and interpersonal skills

Ability to build relationships with members

Ability to resolve conflicts in a professional, tactful manner

Ability to multi-task and learn quickly

Job Type: Full-time

Pay: AED5,000.00 per month