Member Success Advocate
Full-time
Surge Fitness & Lifestyle
About the role
The Member Success Advocate is the frontline champion for member acquisition, retention, and satisfaction. This role is primarily responsible for achieving New Joining Members (NJMs) sales targets, building strong professional relationships with members, and ensuring an exceptional member journey from inquiry to long-term retention. The MSA is the owner of the front desk experience.
Key responsibilities
- Actively acquire New Joining Members (NJMs) to meet and exceed individual and club monthly targets
- Demonstrate excellent selling, negotiation, and closing skills
- Conduct daily sales calls, follow-ups, and tours for prospects and leads
- Present membership packages, promotions, and club offerings professionally
- Build and maintain professional, long-term relationships with all members
- Proactively secure member feedback and identify member preferences to improve satisfaction
- Handle member inquiries and concerns with empathy and professionalism at the front desk
- Collect payments via phone calls and in-person interactions; follow up on defaulted accounts
- Man the front desk at all times during assigned shift
- Maintain accurate daily reports for NJMs, Cancellations, Defaulted Members, and Leavers
About you
- Proven experience in sales, preferably in fitness, hospitality, or service industry
- Excellent communication, negotiation, and interpersonal skills
- Customer-centric mindset with strong problem-solving ability
- Proficient in MS Office / Google Sheets and basic CRM/reporting
- Target-driven, disciplined, and able to work on shifting schedules including weekends/holidays
- Pleasant, professional appearance and demeanor
- Willing to work at branches within the National Capital Region (NCR)
Vacancy posted a month ago
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