Manager, Membership Experience and Communications

The Lauri Ann West Community Center is an independent, non-profit organization in the heart of O’Hara Township serving the communities of the Fox Chapel Area School District and surrounding communities. Our mission is to build connections, expand horizons and impact lives by providing a safe place for all to learn, play and grow. We deliver a comprehensive range of wellness, education and community programming activities including: a fitness center, group exercise, personal training, pickleball, youth and older adult programs, an Arts & Enrichment after school program, summer camps, a speaker series and more.

SUMMARY DESCRIPTION:

Reporting to the Executive Director, the Manager, Membership Experience and Communications is responsible for the overall membership experience and satisfaction of 900 members. Oversees all daily membership operations. This includes customer satisfaction, leading a team of 15 part-time staff members, managing and improving membership workflows and processes, ensuring timely responses to member inquiries, implementation of approved policies and procedures, recruitment, training, and mentorship of the part-time welcome desk/fitness staff and managing facility rentals. Also responsible for working with staff and contractors to develop and coordinate member-related messaging and communications that are engaging, informative and additive to a positive customer experience.

ESSENTIAL FUNCTIONS:

● Responsible for overall membership satisfaction, retention and engagement

● Working with the Center’s leadership team, responsible for the development of programs, activities and processes that support the Center’s strategic plan and a positive customer experience.

● Lead team of 13-15 part time welcome desk and fitness center staff members

● Recruit, hire and train new employees on welcome desk and fitness floor job duties.

● Schedule welcome desk and fitness floor operations staff in accordance with member needs and budget -- may be required to fill in for staff on occasion.

● Oversee and develop processes and procedures (e.g., prospective member tour process, open/close procedures, collections, rental agreements, etc.)

● Develop deep understanding of the Center’s operating systems related to member services (including Daxko membership system and MindBody fitness scheduling app) and be responsible for the functioning of the tools as it relates to the member experience.

● Regularly coordinate with all functional leaders including Programs Manager, Fitness and Personal Training Manager, and Group Ex Manager, Operations and Finance with respect to program offerings at the Center, and train staff on those offerings

● Enforce rules and regulations of the Lauri Ann West Community Center to ensure a safe environment for all members and visitors.

● Be an efficient and effective leader, build relationships with Center staff and members, and develop a culture of teamwork, open communication and camaraderie that support a positive experience for staff and members.

● Support our marketing activities by contributing ideas for membership communications and promotions.

● Actively participate in the development of the annual business plan, quarterly forecasting and monthly tracking of memberships, usage, and room rentals.

● Engage and resolve customer service-related issues with members and staff, and proactively develop new approaches, processes, procedures, etc., to avoid customer service issues.

● Conduct annual performance reviews for all direct report staff members.

● Participate in the quarterly facility safety committee meetings.

● Responsible for member facility rental process (Community Room, Gym, other), including rental contract management and serving as point of contact for all member rentals and being the on-site “point person” as needed for events.

● In concert with other Center leaders, develop strategy for recurring rental revenue (long term rentals, business memberships, etc)

● Other duties as assigned.

QUALIFICATIONS:

● Bachelor or Associates Degree in related discipline, with a minimum of 5 years customer service and/or management experience

● Ability to effectively lead, manage and communicate with staff and high degree of comfort engaging with members of all ages.

● Strategic thinker, with strong interpersonal, communication, collaboration and writing skills required.

● Customer focused and ability to relate and engage all levels of members, and donors with high degree of professionalism.

● Ability to integrate with and support a diverse and community-oriented organization, demonstrating a strong sense of ethics and values at all times

● Ability to plan and manage projects effectively and on time

●Understanding of safe workplace processes, fitness/wellness background/experience a plus

● Proficient with Google G-Suite or Microsoft Office suite of products (Excel, Word, PowerPoint, Access), and ability to learn new technology and tools. Working Knowledge of Daxko & Mindbody software applications preferred but not required.

● Certain Government clearances may be required.

PHYSICAL REQUIREMENTS AND WORK ENVIRONMENT:

● This position requires frequent walking, sitting, bending, stooping, periodically standing for long periods, using hand or fingers to manipulate, touch, or handle, and climb stairs.

● The work environment noise level is typical of a moderately noisy standard business with equipment running and members entering and exiting.

● Vision abilities required by this job include near and far vision, depth perception, and ability to differentiate colors.

● Frequently will need to lift or push up to 15 pounds, periodically up to 30 pounds.

JOB TYPE:

Full time exempt - Lauri Ann West Community Center offers an excellent comprehensive benefits package for full-time employees. This includes medical benefits, IRA plan with employer match, excellent paid time-off benefits.

The responsibilities outlined above are intended only as illustrations of the various types of work that may be performed. The omission of specific statements of duties does not exclude them from the position if the work is similar, related, supports the mission, or a logical assignment to the position. The job description does not constitute an employment agreement between the employer and employee and is subject to change by the employer as the needs of the employer and requirements of the job change.

Lauri Ann West Community Center is an Equal Opportunity Employer

Job Type: Full-time

Pay: $45,000.00 - $52,500.00 per year

Application Question(s):

• Clearances will be required for this position due to having children in the building. Are you willing to obtain your clearances? They will be paid for by the employee.

Experience:

• Customer service: 5 years (Preferred)
• Management: 3 years (Preferred)

Ability to Commute:

• Pittsburgh, PA 15238 (Required)

Work Location: In person