Job Details

Overview

The Bay Club Company is seeking a Membership Director who will recruit, develop, and retain client relationships, and promote membership options throughout the membership lifecycle. This role drives topline revenue for the designated clubs or campus and reports to the Vice President of Membership.

General Summary

The Membership Director is responsible for recruiting, developing, and retaining client relationships. This role develops and nurtures relationships while recommending and promoting membership options throughout the entire membership lifecycle. This position reports to the Vice President of Membership. Nothing in this job description restricts management's right to assign or reassign duties at any time.

Primary Job Functions

• Membership Sales
  
  
  
  • Complete a full sales cycle from initial contact to final sale and member integration.
  
  
  • Actively recruit membership prospects and cultivate a strong member referral business.
  
  
  • Assist with development and execution of special events and activities to engage members and prospective members.
  
  
  • Engage with members in a professional manner in the Club and at club sponsored events.
  
  
  • Execute club tours and client assessments to determine, recommend and promote appropriate membership options.
  
  
  • Maintain accurate membership sales tracking and reports.
  
  
  • Utilize Salesforce CRM and revenue trackers to forecast monthly sales goals, schedule tasks, and log daily activity related to membership sales.
  
  
  • Provide prompt and professional follow up with members and prospective members in the club.
  
  
  • Attend special events and activities to provide sales information and tours.
  
  
  
  


• Customer Service
  
  
  
  • Maintain excellent customer service and proactive problem solving to enhance customer experience and retention.
  
  
  • Assist members with all membership changes (upgrades, downgrades, and conversions).
  
  
  • Resolve member or prospective member issues in a timely manner with high service attention.
  
  
  • Support club operational tasks and initiatives as needed.
  
  
  
  


• Financial Accountability
  
  
  
  • Meet or exceed overall membership levels, membership mix, and revenue goals including initiation fees, dues, paid in full and prepaid options.
  
  
  • Resolve member billing issues promptly and issue credits or adjustments as needed per club policies.
  
  
  • Ensure all membership contracts are accurate and signed by members.
  
  
  
  


• Communication and Relationships
  
  
  
  • Interact professionally with senior management, managers, other employees, prospective members, and members.
  
  
  • Promote harmonious relations among members, staff, vendors, and the community.
  
  
  • Represent the club in a professional manner through image, dress, communication, and prompt follow through.
  
  
  • Assist members with key issues and exercise independent judgment to solve problems without compromising the club's integrity.
  
  
  • Communicate with prospective and current members about available membership options, programs, and events that fit their interests.
  
  
  • Develop professional relationships with members and prospective members and complete upgrade, downgrade, reactivation, and leave of absence requests.
  
  
  • Participate in required events, programs, meetings, and trainings and support the operational needs of the club.
  
  
  • Orient new members by introducing them to key staff and members and scheduling introductory appointments.
  
  
  
  


• Corporate Goals & Objectives
  
  
  
  • Promote safety goals and actively work to ensure a safe working environment.
  
  
  • Interpret and ensure compliance with company policies and procedures.
  
  
  • Support corporate objectives and continuous improvement, including participating on corporate designated committees.
  
  
  • Make professional development a consistent priority.
  
  
  
  


• Other Job Functions
  
  
  
  • Regularly work monthly close-out dates with flexibility in schedule, including day and evening shifts, weekends, and holidays.
  
  
  
  

Definition of Success

• Consistently achieves membership and financial goals.


• Improves member retention, satisfaction, and membership trajectory.


• Brings new ideas and ways of working.


• Makes a material impact on membership growth and core business metrics.


• Communicates and collaborates with the Member Service Team and Campus Leadership Team.


• Respects and upholds peer accountability with all team members.

Qualifications

MINIMUM QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each primary job function satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Skills & Knowledge

• Policies and Regulations — Knowledge of company policies.


• Sales and Marketing — Knowledge of principles for showing, promoting, and selling services including marketing strategy and sales techniques.


• Member Experience — Knowledge of member requests around membership changes: downgrades, upgrades, leave of absence.


• Problem Anticipation / Deductive Reasoning — Ability to identify when something is wrong and apply logic to choose the most appropriate solution.


• Written Comprehension and Expression — Ability to read and communicate information in writing.


• Oral Comprehension and Expression — Ability to understand and communicate ideas verbally.


• Computer — Ability to develop and maintain records in Salesforce, Word, Excel and other required software; ability to develop tracking and reporting forms as needed.

Experience

• Minimum of 1-2 years' experience in hospitality, customer service, and/or sales.


• Excellent verbal and written communication skills and a customer service mindset.


• Detail-oriented, well-organized, and able to meet strict deadlines.


• Ability to manage multiple tasks simultaneously.


• Proficiency with Microsoft Office (Word, Excel, Outlook) and Salesforce/Service Cloud is highly preferred.

EDUCATION

• Associate's degree or equivalent accredited degree or professional certification; a Bachelor's degree is desirable.

Working Conditions / Physical Requirements

• Regular interaction with prospective members and members in person, by phone, and by email.


• Location is primarily indoors; some outdoor opportunities may be required.


• Must be able to handle difficult situations and adapt to a frequently changing environment.


• Ability to sit or stand as needed; ability to give club tours for properties up to 300,000 square feet.

Job Description Revision

This is not necessarily an exhaustive list of all responsibilities, skills, duties, requirements, efforts or working conditions associated with this job. Management reserves the right to revise the job or to require that other or different tasks be performed when circumstances change. This job description replaces all previous descriptions for this position.

An Equal Opportunity Employer. The Bay Club Company ( TBCC ) provides equal employment opportunities without regard to race (and all traits historically associated with race, including but not limited to, hair texture and protective hairstyles), color, religion, creed (including, but not limited to, religious dress and grooming practices), sex (including pregnancy, childbirth or related medical conditions, and breastfeeding, and other related medical conditions), sexual orientation and identity, gender, gender identity, gender expression, actual or perceived national origin/ancestry, accent or ability to speak English, age, disability, marital/familial status, source of income, veteran status, citizenship status, political activities or affiliations, medical condition, genetic information, persons with AIDS or AIDS-related condition, or persons who are victims of domestic violence.

Estimated Base Pay Range

$25.00 - $67.31 / hour

Other Compensation and Benefits

At the Bay Club, we offer programs and perks that cultivate a healthy and active workplace environment. Here are the perks you can expect in your benefits package:

• Club Membership


• Competitive Compensation


• Discounts on club services and amenities


• Continuing Education


• Community Involvement


• Paid Time off


• Health Insurance


• Full-time status eligibility starting at 20 average hours per week

Additional County Ordinances

LA County: Qualified applicants with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act.

Seniority level

• Entry level

Employment type

• Full-time

Job function

• Other

Industries

• Hospitality