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.

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. 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

3. Managing the Retail Shop

· Achieves Retail Target

· Upsells retail items

· Knowledgeable of the products

· Daily monitoring and replenishing stocks

4. 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