The Member Support Consultant is responsible for maximizing new member joiners, servicing existing members through the reception desk, and supporting the club with proactive and reactive member retention tasks.
This is a part-time position with a focus on reception and member retention. As well as over due fee collection. Experience in these sectors are looked on favorably.
Strong attention to detail & administration skills are vital to be successful in this role.
Hours of work are fixed:
Mon-Wed 3pm-8pm
Fri - 4pm-9pm
Sat - 10:30am-3:30pm
This is a multi-faceted role that requires the Member Support Consultant to combine sales, reception and member retention duties by; utilising sales promotions and referral campaigns to achieve monthly sales targets; working at reception to assist our members; and performing relevant member retention tasks to drive a positive member experience in club
Key Duties and Responsibilities:
The key duties and responsibilities of this position include, but are not limited to:
Sales:
- Consistently achieve daily minimum performance criteria
- Achieve minimum share of the sales budget set monthly by the Line Manager
- Maximise lead to sale conversion by focusing on generating high quality leads through proven channels in the community and identifying new business opportunities
- Complete the required number of contacts via telephone and follow up leads to maximise sales opportunities
- Provide sales presentations and tours to prospective members
- Regularly maintain and update the sales database
- Attend casual leasing sites when booked by the club and strive to meet lead generation targets
- Ensure total product knowledge and promote value added services to new prospects
- Source new joiner opportunities through the development of a referral database. This will include a focus on point of sale and continued relationships with your new members (e.g. on the floor, fitness classes, reception etc)
- 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
Reception:
- Display high levels of professionalism and efficiency when dealing with member enquiries
- Meet and greet members as they enter the gym and respond to any enquiries via phone or in person
- Ensure reception area is kept clean and tidy in adherence to Brand Standards
- Open and close the club as per the club-based roster
- Provide accurate club information (e.g. club opening times, fitness product information, types of memberships available) to prospective and existing members
- Ensure the sale of club and retail merchandise is processed and recorded in line with club operating procedures
Member Retention:
- Be involved with proactive and reactive member retention programs such as overdue calls, set to term reduction and surprise and delight campaigns
- Ensure all members wishing to cancel their membership are seen at first point of contact following the departure flow guide
- Ensure new members are integrated into the club properly by driving visitation at point of sale and prescribing relevant club products, attending fitness classes with new members, involving all staff in the member journey at an early stage and continued relationship building on the gym floor and during service calls.
This position may involve additional tasks and responsibilities beyond those mentioned above
Person Specification:
- Previous experience in a sales environment or a customer centric role
- An understanding of the cycle of selling
- Ability to work independently and collaboratively in a team
- Ability to set and work towards goals
- Exposure to using business computer systems
- Current First Aid and CPR 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 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 recognized 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!
Pay: $26.44 per hour
Benefits:
- Employee mentoring program
- Gym membership
- Referral program
Application Question(s):
- Do you have experience in retention, retention strategy, handling overdue clients and collecting payments?
- Are you available to work Evenings & Saturdays?
Experience:
Work Authorisation:
Work Location: In person
