Membership Consultant job description

SUMMARY/OBJECTIVE:

This position is primarily responsible for maintaining and building the member base of the studio. Upon arrival at the studio, each customer should be greeted by an energetic and helpful front desk staff. Each associate is responsible for knowledge of the Orangetheory Fitness (OTF) workout and has the ability to present it to any consumer. Sales associates are an integral part of representing and marketing the Orangetheory brand by performing the following duties.


ESSENTIAL JOB FUNCTIONS:

Core duties and responsibilities include the following. Other duties may be assigned.

• Oversees all functions of the front desk, including but not limited to describing and selling OTF memberships and packages, answering phones, greeting prospective and current clients, checking in classes, booking sessions for members, and dealing with any customer concerns.
• Explains the full concept of an Orangetheory workout to new guests, called "intros", and works hand in hand with the trainer to guide an intro through their first Orangetheory workout.
• Gives tours to any new guests that come into the studio without notice.
• Follow up and follow through activities with all prospective clients, each prospect should be contacted on a weekly basis.
• Establishes and maintains an effective referral program.
• Meets or exceeds DPM (Daily Production Model) requirements of 40 outbound calls a shift, 3 new leads per shift, leading to 2 sales per shift. The DPM setup has been put in place to ensure that each Sales Associate and the studio will meet their monthly new member requirements.
• Handles member concerns in a professional, objective manner with the goal of resolution.
• Participation in weekly marketing and outreach events, personally setting up an onsite on a weekly basis.
• Makes sure all retail and bathroom items are stocked and the studio is kept clean at all times of the day (walks-thru the studio 3 5mes per shift). Follow the in-studio cleaning checklist.
• Sending a summary at end of each worked shift with production, issues, and studio needs (end of shift report).

Do you love meeting people?

We do. We like adding great people to our team, if you're the same: we're looking forward to meeting you.

We believe that you matter at Workout Anytime. Teamwork and belonging are important to us and Workout Anytime. We believe that our #1 asset is our employees. We strive to develop and mentor our staff to create a career path specific to each of our employees. If this speaks to you, we’d love to have you on our team.

If you are someone who enjoys helping other people achieve personal and fitness goals, we want you!

We're looking for people who are interested in a part time membership consultant. Think of yourself as bridging the gap between all the people that want to get healthier but aren't sure how or where to start. In this position, this superstar will help us find people, set appointments to get them into our club, work with them to get on a membership that fits their needs and help them understand how personal training plans can help them.

Ensure that the club meets its new member sales goals. Conduct the necessary marketing and sales activities to generate the required number of monthly club tours. Ensure that the club meets its member retention goals by insuring an optimal member experience, and by creating and implementing an effective retention strategy. Maximize retail sales revenue and profit.


Responsibilities



Through member referrals, marketing and community outreach generate at least 50% of club tours necessary to achieve new member enrollment goals.

Confirm all tour/appointments the previous day.

Ensure all prospect/guest information is entered into the club management software system and complete all required tracking forms and processes.

Ensure club is maintained in an immaculate fashion.

Follow all club policies and procedures as per employee handbook.

Interview all members who are canceling their memberships to attempt to “save” them and determine the reason for their dissatisfaction.

Oversee the retention strategy and systems.

Personally conduct fitness assessments, complimentary training sessions, and personal training sessions as required to maximize PT Sales and Retention.

Ensure that all equipment is maintained and works properly.


Requirements



Demonstrated ability to sell.

Outstanding organization skills.

Must be able to work in a fast-paced environment with demonstrated ability to handle and prioritize multiple tasks and demands.

Must be able to work morning/evening shifts and weekends.
Must have availability weekdays (8am-12pm; 4pm-8pm), and every other weekend (Sat: 9am-4pm; Sunday 1pm-5pm).
Shifts are subject to change.

Flexibility in response to unexpected changes in work assignments.

Must be able to effectively interact and communicate with individuals at all levels of the organization and members.

Must have knowledge of office administrative procedures.

Proficiency in computer skills including Word, Excel, Outlook, PowerPoint.

Education: Minimum of High School Diploma - B.S. in a health and fitness related field a plus.

Requires moderate lifting on a regular basis.


Physical Demands



The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Join a team of more than 32,000 team members, comprised of our home office and over 229 clubs and 7 distribution centers. We're committed to delivering value and convenience to our Members, helping them save every day on everything they need for their family and home. BJ's Wholesale Club offers a collaborative, team-oriented environment where all team members can learn, grow and excel.

Responsible for performing merchandise protection procedures, monitoring entrance and exit activity, and providing superior customer service to members.
Team Members:

+ Carry out job functions and responsibilities as assigned. Support the application of club policies, procedures and compliance.

+ We strive for flawless execution and hold ourselves accountable.

+ Acts with honesty and integrity and lead with the member in mind to address all concerns and to escalate any concerns, as appropriate.

+ Ensure a safe and positive environment for our members and each other.

+ Embrace inclusion and diversity, by working together with collaboration and respect. Work as a team to achieve goals.

+ Move with speed and agility in everything we do.

+ Innovate and adapt so we can move as fast as the world around us.

+ Maintain a friendly and positive attitude.

Members:

+ Deliver service excellence through all points of contact.

+ Resolve and deescalate to address every member concern.

+ Ensure a safe and positive environment and experience for the members.

+ Daily commitment to GOLD Member Standards

+ Greet, Anticipate, Appreciate (GAA)

+ Fast, Friendly Full, Fresh, Clean

Club Standards: Work as a team to deliver GOLD club standards daily.

+ Work with commitment and pride to deliver GOLD- Grand opening look daily

+ Clean and organized, inside, and out

Know your Business:

+ Understand how to access and read production and/or financial performance reporting for your department.

+ See the connection between consistent execution and the positive impact it can have on the business.

Major Tasks, Responsibilities, and Key Accountabilities

+ Delivers superior member service, including greeting, assisting, and thanking all members in a prompt, friendly and professional manner. Resolves member concerns in a courteous and timely manner and escalates issues to management when necessary.

+ Maintains and exhibits clear understanding of merchandise protection procedures and shrink alert protocols.

+ Reviews and maintains the AP Alert Binder according to AP standards.

+ Follow the BEST (bottom of the cart, electronics, self-checkout, and thanking the member) procedures including cross-checking merchandise to member register receipts and verifying high dollar value items. Records register receipt discrepancies and notifies front line to immediately rectify the situation.

+ Audits Express Pay, BOPIC, Curbside Pick-up, and Same Day Delivery according to company procedures.

+ Ensure the execution of the repack awareness guidelines by inspecting known repack articles.

+ Monitor member and visitor traffic entering and exiting the club

+ Responds to Electronic Article Surveillance (EAS) alarms according to established EAS response procedures.

+ Maintains high standards of safety for members and team members.

+ Inspects team members, members, and vendors bags, backpacks, briefcases, and lunch boxes as they are leaving the building.

+ Processes empty water jug return vouchers to members.

+ Maintains all club policies and procedures.

+ Performs other duties as assigned, including working in other departments as needed.

+ Regular, predictable, full attendance is an essential function of this job.

Qualifications

+ Strong interpersonal skills and an attention to detail are required.

+ Basic math skills preferred.

+ Ability to use a smart handheld device.

+ Must successfully complete required training and certification processes.

+ Must be employed with the company for at least 6 months.

+ At least 18 years of age.

Environmental Job Conditions

+ All the time is spent standing and moving about on hard surfaces.

+ Will at times require bending, pulling, reaching, stooping and climbing ladders/step stools.

+ May require occasional lifting up to 30 lbs.

+ Exposure to both indoor and outdoor temperatures.