Member retention manager

  • Jakarta
  • Celebrity Fitness
Job Descriptions You will be responsible for: Ensure all new join members receive a Welcome Interview and Pre-Activity Readiness Questionnaire. Identify member needs and retain members, provide quality member service through front desk and all aspects of the club. Handle member enquiries (club operations, billing enquiries, suggestions, terms & conditions, etc.) within the club and provide response within 48 hours – preferably within 24 hours where opportunity allows. Inspect and review member survey tools, addressing concerns to the Club General Manager in weekly meeting forums or as required. Make pro-active contact with high-risk members according to retention strategy. Handle cancellation requests immediately or by follow up appointment should circumstance necessitate, following correct departure protocol. Active participation in planning and execution of member retention activities. Always ensure updated product knowledge including all benefits, facilities and services offered by CF and FF club. Maintain up to date price lists and ensure a clear understanding of membership fees and features for all memberships offered by your club. Have a genuine interest in the latest developments within the fitness industry and specifically the benefits of the exercise to communicate to members. Role-play daily with your GM to maintain communication and retention skills. Attend and receive member retention training from GM and L&D department. Deliver core competencies daily, including but not limited to welcome interviews, retention calls, birthday calls, member satisfaction calls, handling cancellation requests and member enquiries. Obligation will be to develop and maintain an effective working knowledge of all departments within the club which encompasses:Members, General Manager, Sales staff, Operations Staff, Fitness Team Have a clear understanding and comply with all administrative procedures specified in the operations manual. Communicate all rules and regulations of the club to all members in accordance with company standards. Job Requirements For this position, you will need to have Minimum 1 year experience as minimum as an Assistant Manager in a service and hospitality sector. Managerial level applicant is preferred. Customer Service Orientation. Building and maintaining relationship. Teamwork, multi-functional and strong leadership style. Good leadership skills. Good communication skills with all levels of business. Strong desire and ability to motivate and inspire people and teams. Ability to respond efficiently to both feedback and situational challenges. Computer literate.