Membership Services Director / Club Manager Milford, MA

Membership Services Director / Club Manager

Full Time • Milford, MA


The Membership Services Manager is responsible for ensuring that all gyms are consistently clean, crisp and friendly.  The Operations Manager will role-model the company's values and culture.


  • Ensure consistent service excellence by all team members, resulting in a clean, crisp and friendly environment and culture.
  • Provide high quality customer service in a fast-paced, energetic environment
  • Lead team to achieve total fitness experience for all members
  • Hire, train, encourage team members to deliver Gold’s Gym’s service promise consistently.
  • Provide and maintain the highest level of customer service through personal actions and development of staff
  • Effective, professional labor management.
  • Provide effective decision making in regard to customer service issues
  • Responsible for managing and receiving orders through the PO system for Retail & Concessions, office supplies, printing & forms and small equipment.
  • Responsible for the monthly Inventory process to be completed accurately and on time.
  • Manages the Retail & Concession sales procedures for the gym.
  • Responsible for control of cash deposit, ensuring daily deposits are made on time and follows all Cash Management procedures.
  • Manage/process cancellation, following procedures in place to retain member.
  • Hires, trains and supervises membership services team associates for the Front Desk and Kids Club Departments
  • Ensures that all front desk systems are followed, such as proper Member Check-in, Telephone Inquiry, Guest Registration, Cash Handling, Replacement of Member ID Card, Delinquent Account Procedures, Account Change requests, Travel/Guest passes, Membership Addendum completion with accuracy.
  • Assists with bi-weekly payroll to ensure all missed punches are corrected and submitted on time with payroll signed off by indicated deadline.
  • Assists with management of NPS surveys to ensure all member concerns are addressed in a timely manner.
  • Provide effective decision making regarding customer service issues.
  • Ensures that all member and team member incidents are properly documented.
  • Ability to work outside normal work hours when dictated by work load.


  • Associate or Bachelor’s degree in business or related field preferred
  • Operating knowledge of the MSOffice application.
  • Ability to learn new data systems as required.
  • Strong sales focus and ability to drive revenues
  • Strong customer service orientation with proven results
  • Excellent communication and customer service skills.

Ability to train and develop employees on a variety of company systems and procedures

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Free Gym Membership
Opportunity for Advancement
Industry-Standard Compensation
Flexible Schedules
Fun Work Atmosphere