Member Success Specialist- Fitness

About the role

The Member Success Specialist Fitness is responsible for driving member engagement, retention, and satisfaction within the Fitness department at The Met Athletic Club. This role serves as the dedicated member relationship owner for the club's fitness-active membership.

Responsibilities

• Create outstanding first impressions with personalized greetings and seamless service.
• Manage phone calls, reservations, and emails, addressing inquiries, and providing fond farewells.
• Promote club events and services, providing detailed information on facilities, and encouraging participation in activities.
• Support member experience initiatives, such as making outbound calls to new and at-risk members, assisting with social media and member communications, following up on reservations, recognizing birthdays, ensuring name recognition, and sending event invitations.
• Deliver exceptional experiences and ensure member satisfaction, upholding the club’s commitment to exceeding members' expectations.
• Implement structured 30/60/90-day onboarding programs for new members who indicate fitness interest, ensuring smooth integration into the fitness community.
• Conduct fitness-specific orientation tours showcasing equipment, studios, class options, and personal training services.
• Lead new member fitness assessments and goal-setting conversations to align program recommendations with member objectives.
• Facilitate introductions between new fitness members and Personal Trainers aligned with their goals, level, and training preferences.
• Drive new member conversion into group classes, personal training packages, specialty programs, and wellness offerings.
• Plan and execute fitness member events, programs, and activities including challenges, workshops, body composition assessments, healthy lifestyle series, and seasonal initiatives.
• Partner with the Program Manager on class schedule promotion, new program launches, and member communication.
• Support fitness challenges (weight loss, strength, endurance) including registration, check-ins, progress tracking, and recognition.
• Drive participation in classes, training programs, and specialty offerings through targeted communication and personal outreach.
• Coordinate fitness-related wellness events, guest speakers, and educational sessions.
• Maintain regular communication with assigned fitness member portfolio via email, phone, text, and in-person interactions.
• Execute targeted communications campaigns aligned with the AGM's multi-channel strategy and the Fitness Director's programming priorities.
• Represent the club at fitness member events, wellness functions, and departmental activities.
• Lead new member orientations within the fitness specialization.
• Support marketing and promotional efforts for fitness programs, personal training, and events.
• Partner with Personal Trainers to drive personal training program enrollment and package conversions.
• Help members identify the right Personal Trainer match based on goals, training style, and personality fit.
• Track personal training participation rates and support trainers in member retention through their programs.
• Promote specialty programs including Pilates, recovery services, nutritional consulting, and wellness offerings.
• Identify cross-sell opportunities into adjacent programs (e.g., recovery, mind-body, nutrition).
• Maintain accurate member records, engagement notes, and outreach history in the CRM system (Salesforce or equivalent).
• Track key engagement metrics: fitness member retention rate, class attendance, personal training participation, program enrollment.
• Report regularly to the AGM and Fitness Director on portfolio health and retention indicators.
• Use member data analytics to identify trends, opportunities, and at-risk indicators specific to the fitness program.
• Provide member feedback synthesis to inform programming, equipment investment, and service decisions.

Requirements

• High school diploma or equivalent.
• Minimum 2 years of experience in member service, customer relations, hospitality, or relevant fitness program experience.
• Strong interpersonal and communication skills, both written and verbal.
• Demonstrated ability to build relationships and manage a portfolio of customer or member relationships.
• Working knowledge of fitness concepts, equipment, group exercise formats, and basic exercise science.
• Current CPR/AED certification (or willingness to obtain within 60 days of hire).
• Proficient in Microsoft Office Suite and CRM systems.

Qualifications

• Bachelor's degree in Exercise Science, Kinesiology, Sports Management, Hospitality Management, or related field.
• Prior experience in premium fitness, private club, hospitality, or wellness environment.
• Personal training certification (NASM, ACE, ACSM, NSCA) or group fitness certification (AFAA, ACE GFI).
• Specialty certifications (Pilates, yoga, indoor cycling, barre, functional training).
• Prior experience leading fitness programs, challenges, or member events.
• Experience with Salesforce or similar CRM platforms.
• Strong organizational and time management skills with the ability to prioritize across competing member needs.
• Track record of meeting or exceeding retention, engagement, or sales conversion metrics.
• Bilingual (English/Spanish) a plus for Houston market.

Skills

• Excellent communication and interpersonal skills.
• Ability to build and sustain meaningful relationships with members.
• Strong organizational and time management skills.
• Proficiency in fitness concepts, equipment, and group exercise formats.
• Knowledge of CRM systems.

Benefits

• Medical, dental, and vision coverage.
• Life insurance.
• Short-term and long-term disability insurance.
• 401(k) retirement savings plan.
• Generous paid time off and leave programs.

Pay

Details TBA.

Schedule

Attendance requirements include flexibility across mornings, evenings, and weekends to align with peak fitness member activity. Early morning (5:00-7:00 AM) and evening (5:00-7:00 PM) hours required to align with member workout patterns. Additional hours required for major member events, fitness challenges, program launches, and seasonal peaks. Expected to be present during high-traffic fitness hours and key fitness member functions. Some weekend hours required to support weekend programming and family fitness initiatives.