Job Description
POSITION SUMMARY The Membership Team Leader (MTL) assists the GM in coaching the membership team to recruit and retain members by providing world class customer service. This includes creating raving fans by anticipating the members needs and exceeding their expectations.
The MTL is a promoter and protector of our brand, and believes what we believe:
Core Purpose: Change Peoples Lives.
Brand Promise: We will make you feel comfortable.
Brick Bodies Core Values
- Live the Brand
- Be Tenacious
- Be a Team Player
The MTL is a good listener who genuinely cares about people and is passionate about inspiring them to move from thinking about fitness to making a lifetime commitment.
The Primary Responsibility of the MTL is generating new sales in their MC role while also assisting the GM with the management of the sales team. The MTL will be responsible for specific sales-management related tasks as assigned by the GM.
The Primary Directive of the MTL is to assist the GM in ensuring the club achieves and exceeds sales budgets. This includes providing world class customer service to increase member satisfaction, referrals and retention. The MTL must be a great multi-tasker and embrace the leadership role they have in the club. They are an extension of the GM and need to act and think of themselves as such.
KEY RELATIONSHIPS Develop and maintain excellent working relationships with:
General Manager, Team Leaders and Membership Counsellors
All club team members
Club Performance Director
Corporate Wellness Director
KEY ACCOUNTABILITIES Achieve individual/team sales goal
Achieve individual/team prorate % goal
Achieve individual/team checking % goal
Achieve individual/team first orientation appointment % goal
The below sets out general roles and responsibilities, however detailed key performance indicators will be agreed between the Club Performance Director and the Executive Team.
We set out below some of the tasks and responsibilities that we expect you to be accountable for. These include, but are not limited to the following:
MC DUTIES INCLUDE BUT ARE NOT LIMITED TO Generating new sales to achieve personal and team sales goals each month
Handling Telephone Inquiries, and converting 75% or more into appointments
Obtaining referrals from members
Being informed of current sales campaigns and club activities
Greeting and touring all guests
Making a minimum of 50 calls/day
Completing daily worksheets and submitting them to the General Manager at the end of each shift
Encouraging new member participation by calling them three times (motivational phone calls) in their first 30-days of membership
Mastering the required paperwork and Customer Management Software tasks necessary to complete membership sales and follow up with members/prospects
Performing 3-5 hours of outreach per week
Acting as the M.O.D (Manager on Duty) when scheduled, including using the M.O.D. Building Inspection Report
MEMBERSHIP TEAM LEADER DUTIES INCLUDE BUT NOT LIMITED TO Running sales meetings as needed by the GM, including daily role playing
Updating the white board and make sure its 100% accurate
Inspecting and entering the daily worksheets when the GM is not available
Using Customer Management Software to Conduct Guest Control Log with MCs when the GM is not available
Monitoring the Master Telephone Inquiry Log and keeping it up to date; inspecting the TI Script is used on EVERY call and the lead has been entered into the CRM.
Anything else related to team management that is requested by the GM (scheduling, checking call logs, web leads, report, etc.)
Assisting the GM with hiring, training and recruitment of sales staff
Training sales team on all Standard Operating Procedures
Maintaining team closing ratio of 70%
Directing the team to perform daily outreach
Ensuring the team follows up on website leads within minutes of receiving them
Being informed of current sales campaigns and communicating this to the membership team
Assisting the GM with scheduling sales staff and ensuring there is adequate coverage
Assisting the GM to stay within MC payroll budget
MEMBER RETENTION/ CUSTOMER SERVICE Meet or exceed member expectations
Have knowledge of and participate in all club's services, products and programs
Ensure the entire membership team is integrating new members by scheduling their first orientation session and to try Group Exercise and Team Training classes
Build rapport and lasting relationships with prospective and current members
Ensuring the club is neat and tidy, following the Feng Shui Principles
VALUES Role model the Brick Bodies Core Values
- Live the Brand
- Be Tenacious
- Be a Team Player
Identify opportunities for continual improvement
LEADERSHIP Recognize and celebrate behavior aligned with our Core Values & Brand Standards (WHIM)
Provision of leadership and direction to the membership team - acting as an enthusiastic and motivated role model
Accept responsibility for the membership team to ensure that goals are achieved and maintained
Contribute to strategic planning and discussion with the General Manager and be recognized as a driving force behind sales growth
SKILLS/EXPERIENCE College degree
Two years of commissioned sales experience (preferably in a health club or related field) are preferred, but not required
Current CPR/AED certification
An Entrepreneurial spirit
Confidence to perform on an incentive-based salary
Strong customer service, communication and interpersonal skills
Positive attitude with the commitment to excellence
Strong organizational skills
Effective written and verbal communication skills
Basic computer skills
Effective time management skills
Attention to detail
SPECIAL CHARACTERISTICS Enthusiastic, energetic, personable and friendly disposition
Ability to work well unsupervised
Ability to work well with people
Strong work ethic
Resourceful, creative, decisive
Perseverance
Goal oriented
Job Tags
Shift work