Member Experience Lead

Key Responsibilities

• Support recruitment and selection efforts, and lead the scheduling, onboarding, training, development, and performance feedback of the Member Experience team.
• Serve as the primary escalation point for family concerns or complaints requiring management-level resolution.
• Own front desk operations, data systems, and reporting standards, ensuring accurate and consistent record-keeping across shifts.
• Monitor enrollment, retention, and customer satisfaction metrics and partner with the General Manager to identify opportunities to improve the member experience and overall performance.
• Set standards and provide guidance for family communication, inquiry response, and tuition/fee processing across the Member Experience team.
• Oversee scheduling and coverage for front desk and Member Experience functions.
• Serve as the Manager on Duty (MOD) for assigned shifts or events as needed, providing on-site leadership and responding to operational, staff, and family needs.
• Lead on-site execution of parties, special events, and showcases, coordinating staffing, logistics, and floor presence to ensure smooth and safe operations.
• Partner with the General Manager to plan and design the format and content of parties, special events, and showcases.
• Lead the in-person experience for first time students, partnering with the leadership team and staff to deliver a consistent, welcoming, and personalized experience for prospective families in alignment with academy service standards.
• Identify and implement improvements to the member experience journey, from first inquiry through ongoing enrollment.
• Perform other duties and special projects as assigned.

Core Competencies

• Strong leadership and team development skills.
• Exceptional verbal and written communication skills.
• High level of professionalism, patience, and attention to detail.
• Customer-focused with a passion for delivering outstanding member and family experiences.
• Strong organizational, planning, and problem-solving abilities.
• Ability to manage multiple priorities and remain composed in a fast-paced environment.
• Proficiency with office productivity tools, customer or enrollment management systems, and basic reporting and data systems.
• Dependable, self-motivated, and collaborative.

Requirements

• A high school diploma or equivalent required; an associate's or bachelor's degree in business, hospitality, communications, or a related field preferred.
• 3+ years of experience in customer service, hospitality, recreation, retail, membership services, or another customer-facing service environment.
• 2+ years of supervisory or leadership experience, including experience scheduling, training, coaching, and providing feedback to staff.
• Experience planning or executing events, parties, programs, or other customer-facing experiences.
• Experience in youth sports, recreation, education, or children’s enrichment environments (preferred).
• CPR/AED and First Aid required, or ability to obtain within the required timeframe after hire.

Work Schedule & Environment

• Full-time, including afternoon, evening, and weekend shifts.
• Must be available during high-traffic times (e.g., class transitions, events, and peak seasons).
• Indoor work environment with regular interactions with children, families, and staff.

Physical Requirements

• Regular use of computers, phones, and other office equipment.
• Able to lift and move office supplies, event materials, and equipment up to 25 lbs.
• Able to communicate clearly and effectively by phone, email, and in person.