Member Experience Manager

Company: MJCCA
Location: Atlanta
Posted on: November 13, 2024

Job Description:

Position Overview: We are seeking a motivated and organized Member Experience Manager to oversee the daily operations of the member services department and be an integral part of the membership team. Under the supervision of the Director of Acquisition & Retention, this role involves training, scheduling, and supervising staff to ensure exceptional member service and a seamless experience for all members and guests. The ideal candidate will have a strong background in interpersonal relationships, excellent leadership skills, and the ability to adapt to changing circumstances.Key Responsibilities:

• Training & Supervision: Train and schedule department staff, supervising day-to-day performance to ensure efficiency and high standards of service while promoting an optimal experience for members and potential members.
• Scheduling Management: Manage weekly schedules, address call-outs, and implement schedule changes as necessary to maintain optimal staffing levels.
• Team Supervision: Coach team members on JCC events and programs, ensuring they are well-informed and equipped to assist customers effectively.
• Policy Enforcement: Conduct regular check-ins with Pickleball and Fitness staff to enforce policies and maintain a high level of customer service.
• Performance Reviews: Conduct performance reviews for team members, providing constructive feedback and identifying areas for improvement.
• Software Utilization: Use various in-house software systems to monitor and enhance the flow and experience of check-in and welcome centers, updating processes based on team feedback.
• Event Email Coordination: Create custom event invitations for programmers and major events as needed, ensuring all communications are clear and effective.
• Payroll Management: Process payroll for front desk staff, ensuring accuracy in hours worked, overtime, and compliance with company policies.
• Member Service Management: Handle all member service issues and concerns, facilitating communication between departments to ensure prompt resolution and enhance member satisfaction.
• Seasonal Staffing: Recruit, hire, and train an appropriate number of seasonal staff for the Outdoor Aquatics Center.
• Community Engagement: Communicate with schools to establish sponsorships and collaborative opportunities, collaborate with the marketing team to create and distribute flyers, vet event opportunities provided by partnered schools, and attend events as necessary to represent the JCC.
• Membership Sales: Conduct membership sales and tours for potential new members, address questions related to the JCC, and provide problem-solving support to enhance the member experience.
• Feedback Management: Field complaints and feedback from members, actively addressing concerns and finding resolutions.
• Event Availability: Be available for on-site and off-site events to engage with both non-members and current members of the JCC.
• Member Engagement: Engage in friendly, informal conversations with members to ensure they maximize the quality of their experience and understand the many values of membership.
• Welcome Desk Assistance: Assist at the welcome desk as needed during coverage issues.
• Software Troubleshooting: Assist with the management and troubleshooting of MJCCA active reservation software application to ensure smooth operations and member/user satisfaction.
• Event Ticket Sales: Sell tickets for book festival/arts and authors events.
• Membership Card Management: Handle membership card photos from start to finish and manage membership freezes and cancellations.
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Keywords: MJCCA, Johns Creek , Member Experience Manager, Executive , Atlanta, Georgia