Membership Manager

About Fitness First

A globally recognised leader in the fitness sector, Fitness First currently operates 51 Australian clubs across New South Wales and Victoria. We believe that fitness inspires people to excel - it takes courage, determination, and dedication. Working with Fitness First is more than just a paying job. It's the start of a career that will allow you to empower thousands to put themselves First and lead fearless and extraordinary lives.

As an employer, we are on a mission to uncover exceptional talent and nurture, develop and celebrate our employees.

Fitness First , Australia, is proud to be part of Fitness & Lifestyle Group, Asia Pacific’s largest diversified fitness brand.

Role Purpose

The Member ship Manager is responsible for leading and managing a team of Member Support Consultants to maximise member growth (through acquisition, integration and retention) and providing a positive member experience which drives member visitation and retention.

This role is responsible for achieving the joiners, leaver s and member growth goals of the club as well as overseeing the front desk operations and setting the service standards within the club.

Key Duties and Responsibilities

The key duties and responsibilities of this position include, but are not limited to:

Sales

• Manage the daily workflow of the club’s Member Support Consultant (MSC) team ensuring the club reaches monthly and annual sales targets

• Achieve your own individual proportionate monthly and annual sales targets to contribute to the success of the team

• Instil discipline and support team with daily structure to ensure all MSC s achieve their daily minimum performance criteria

• Set and document monthly goals with all MSC s at the start of each month

• Assist in carrying out sales training to develop the MSC team

• Drive the new member integration experience by prescribing relevant club products and services.

• Allocate quality time to lead generation and casual leasing with MSCs ensuring that you are proactively attracting new memberships to the club (and training MSC s to do the same)

• Ensure data input into the sales system and subsequent reporting of management information is up to date, accurate and of high integrity at all times

• Support in the recruitment of MSCs alongside Club Manager

• Support the Club Manager in developing the Member Support Consultant fortnightly roster

Retention

• Achieve member retention and member growth budgets monthly

• Meet and greet members as they enter the gym

• Instil discipline and support team with daily structure to ensure all MSCs achieve our all-in approach to ensure all member enquiries are handled at first point of contact

• Support the Regional Performance Manager a nd Club Manager by developing initiatives to drive membership growth

• Set the customer service standards in club and provide ongoing support/training to the MSC team

• Ensure all new MSCs are adequately trained to club standards in customer service

• Monitor, manage and report on club cancellations and time freeze policies monthly

• Conduct daily re tention, overdue and set to term calls to members in line with individual KPI’s

• Conduct relevant calls to overdue members and follow processes to facilitate a timely repayment plan

• Ensure Member Support Consultant team are competen t in the use of internal club member systems

• Achieve stipulated member saves target and retail sales budget monthly

• Open and close the club where required

This position may involve additional tasks and responsibilities beyond those mentioned above

Person Specifications

• Pr oven sales and customer service experience with a clear ability to hit KPIs

• An understanding of the cycle of selling

• Previous experience of managing the customer journey, and in particular understanding of customer retention strategies and metrics is highly regarded

• Previous experience managing or mentoring a team or individuals.

• Ability to set and motivate others towards goals

• Exposure to using business computer systems

• Current First Aid and CPR (Cardiopulmonary Resuscitation) certificates

• A current paid WWCC may be required based on your state jurisdiction

What we can offer you

We can give you a career with meaning - where you can see how your actions positively impact the lives of others on a daily basis. We are proud of our energetic and supportive culture where you'll feel like one of the Fitness First family from day one.

• A competitive OTE of $60,000-$65,000 made up of base salary and commission, plus super
• A complimentary Platinum Fitness First membership
• Anniversary leave days and an additional free gym membership for friends and family as part of our “recognition for service awards”
• Career opportunities with Fitness and Lifestyle Group - Asia Pacific's largest diversified fitness group - develop your career across our brands, locations and disciplines
• Anniversary leave days and additional complimentary memberships through FLG's Recognition of Service Program
• Be recognised and rewarded by your peers for living our values with FLG's People's Champion awards
• Enjoy exclusive employee discounts with industry leading fitness, travel, fashion and retail brands through FLG's partner discount program
• Leading paid parental leave program
• Employee Assistance Program

Apply Now!

About Fitness & Lifestyle Group

Fitness and Lifestyle Group (FLG) is the leading fitness, health, and wellness group in the Asia-Pacific region, headquartered in Australia. Our mission is to make a meaningful, positive impact on people's lives through innovative and diverse health and wellness offerings, both physical and digital.

FLG's portfolio includes globally recognised brands such as Fitness First Australia, Goodlife Health Clubs Australia, Jetts Fitness New Zealand & Thailand, Zap Fitness, and Barry's. With 319 locations across Australia, New Zealand, and Southeast Asia, we support over 585,000 members in leading healthier, more active lives.

Our commitment to diversity & inclusion

At Fitness and Lifestyle Group we bring positive energy and attitude to work every day, we are proud of who we are and who we work for. We don't just accept individuality; we encourage it and acknowledge the value diversity and inclusivity brings to our organisation. We pride ourselves on empowering our team to be their authentic selves at work.

We welcome applications from Aboriginal and Torres Strait Islander People, people of all ages, race, sex, intersex status, gender identity, sexual orientation, people with a disability and from other diverse backgrounds.

Membership Manager