Member Experience Manager

Role Overview

Fitness Formula Clubs is seeking a Member Experience Manager for its West Loop club in Chicago, IL. This is a full-time, on-site role focused on member service, team leadership, retention, spa reception operations, and community engagement.

The compensation for this position is $55,000 to $60,000 annually, with the final offer depending on experience.

What You’ll Be Responsible For

• Maintaining a clean, safe, and healthy setting for members, guests, and fellow employees.
• Overseeing customer service, front desk, and spa reception operations.
• Recruiting, interviewing, onboarding, training, scheduling, and coaching team members.
• Working the front desk regularly, especially during peak hours, to ensure members receive high-quality service.
• Managing all member cancellation requests for the club.
• Responding to in-person, phone, and email requests in a manner that supports retention and delivers a strong member experience.
• Reviewing performance metrics and building action plans to improve member retention.
• Coordinating member integration efforts.
• Partnering with the Membership Director and Fitness Director, along with their teams, to strengthen integration as a proactive retention approach.
• Tracking NMFCs, NJSs, and other relevant integration data.
• Leading the spa reception team and supporting staffing needs.
• Ensuring the spa experience reflects the club’s standards for service and cleanliness.
• Managing collection efforts for overdue balances.
• Using the aging report and other available information to reduce outstanding receivables.
• Helping convert members from debit card payments to checking account EFT where possible.
• Planning fun squad and community initiatives that create an enjoyable environment for members and staff.
• Creating events that bring together members with shared interests and help build community.
• Meeting or exceeding individual and departmental targets set by the General Manager.
• Keeping team communication materials current and accurate.
• Developing the annual departmental budget with the General Manager.
• Setting and maintaining cleanliness standards for customer service staff, the front desk, and office areas.
• Ensuring paperwork is completed accurately and on time.
• Attending department head meetings, team meetings, and training sessions.
• Representing FFC at local community events such as festivals, open houses, and Chamber of Commerce gatherings.
• Preparing, maintaining, and presenting weekly and monthly reports to the General Manager as needed.
• Taking on additional responsibilities assigned by the General Manager.

Preferred Qualifications

• 2 to 5 years of prior management experience.
• Strong leadership and team motivation abilities.
• Genuine interest in health and fitness.
• Excellent verbal and written communication skills.
• Ability to work during closeout periods, defined as the last 3 days of each month or other relevant dates when needed.
• Comfort using Excel, Google Docs, and email in a work setting.
• Ability to climb stairs and lift at least 10 lbs with or without reasonable accommodation.

Compensation and Benefits

Annual pay is listed at $55,000 to $60,000, depending on experience.

• Health insurance.
• Paid time off.
• Vision insurance.
• Wellness resources.
• 401(k) plan.
• 401(k) matching.
• Dental insurance.
• Employee discounts.
• Medical, dental, and vision coverage through Blue Cross Blue Shield of Illinois.
• Company-paid life insurance.
• Professional development support, including a 50% match on educational costs up to $200 per year.
• Discounts on fitness certifications such as Pilates, Yoga, and Personal Trainer credentials.
• Access to FFC University courses and discounted certifications.
• Complimentary membership access across all FFC locations.
• 25% discount on spa services, retail, and fitness classes.
• Additional employee appreciation perks such as pet insurance, T-Mobile discounts, and more.
• A welcoming, inclusive, and diverse team culture.

Training and Additional Information

FFC requires all employees to complete a mandatory hospitality training program. This training includes several hospitality courses that must be finished during the first 90 days of employment. Role-specific training details and dates will be shared by the manager after hire.