Member Success Specialist- Fitness

Member Success Specialist- Fitness at The Met Athletic Club Premier Houston Fitness Club

Ready to join a dynamic company in the hospitality and service industry where people help drive the success of the business Since itsinceptionin 1957 Invited hasoperatedwith the central purpose of building relationships and enriching the lives of our members guests and more than17000 employees. We are the largest owner and operator of private clubs nationwide with 130 country clubs city clubs and athletic clubs. Our Clubs offer first-class amenities including championship golf courses modern workspaces handcrafted cuisine resort-style poolsstate-of-the-artracquet facilities fitness centers and much bea part of this incredible and inclusive team atInvited!

The Member Success Specialist Fitness is responsible for driving member engagement retention and satisfaction within the Fitness department at The Met Athletic Club. This role serves as the dedicated member relationship owner for the clubs fitness-active membership building deep one-to-one relationships identifying at-risk members through engagement data and proactively driving programming classes personal training conversion and personal outreach that strengthen each members connection to the fitness program.
The MSS Fitness works in close partnership with the Fitness Director Program Manager Personal Trainers Group Exercise Instructors and Assistant General Manager to ensure a seamless member journey across onboarding class participation training progression and ongoing relationship management. This role embodies the ClubLife experience by creating personalized magic moments for fitness members and ensuring each member from new beginner to seasoned athlete feels seen supported and progressing toward their goals.

Key Priorities

The Concierge serves as the liaison for members and guests creating outstanding first impressions with personalized greetings and seamless service. Responsibilities include managing phone calls reservations and emails addressing inquiries and providing fond farewells. This role is essential in fostering meaningful connections by promoting club events and services providing detailed information on facilities and encouraging participation in activities. Additionally the Concierge supports member experience initiatives such as making outbound calls to new and at-risk members assisting with social media and member communications following up on reservations recognizing birthdays ensuring name recognition and sending event invitations to enhance engagement. By delivering exceptional experiences and ensuring member satisfaction the Concierge plays a vital role in upholding the clubs commitment to exceeding members expectations.

Reporting Structure

Reports directly to the Assistant General Manager (AGM)
Dotted-line coordination with the Fitness Director on programming and member development strategy
Coordinates closely with the Program Manager on class scheduling instructor performance and program promotion
Collaborates with Personal Trainers Group Exercise Instructors Specialists Sales Director and Sales Team on member acquisition and retention
Partners with other Member Success Specialists (Tennis Kids/Events) to support multi-interest members

About You

Fitness Member Relationship Management
Build and sustain meaningful relationships with fitness-active members anticipating their needs providing exceptional service and encouraging consistent participation in the fitness program.
Maintain a dedicated portfolio of fitness members and conduct regular one-on-one check-ins progress conversations and goal-setting sessions.
Serve as the primary point of contact for fitness members regarding programming classes personal training inquiries equipment questions and program recommendations.
Identify at-risk fitness members based on attendance data class drop-off and engagement signals; execute proactive retention outreach.
New Member Onboarding Fitness
Implement structured 30/60/90-day onboarding programs for new members who indicate fitness interest ensuring smooth integration into the fitness community.
Conduct fitness-specific orientation tours showcasing equipment studios class options and personal training services.
Lead new member fitness assessments and goal-setting conversations to align program recommendations with member objectives.
Facilitate introductions between new fitness members and Personal Trainers aligned with their goals level and training preferences.
Drive new member conversion into group classes personal training packages specialty programs and wellness offerings.
Programming & Event Execution
Plan and execute fitness member events programs and activities including challenges workshops body composition assessments healthy lifestyle series and seasonal initiatives.
Partner with the Program Manager on class schedule promotion new program launches and member communication.
Support fitness challenges (weight loss strength endurance) including registration check-ins progress tracking and recognition.
Drive participation in classes training programs and specialty offerings through targeted communication and personal outreach.
Coordinate fitness-related wellness events guest speakers and educational sessions.
Communication & Outreach
Maintain regular communication with assigned fitness member portfolio via email phone text and in-person interactions.
Execute targeted communications campaigns aligned with the AGMs multi-channel strategy and the Fitness Directors programming priorities.
Represent the club at fitness member events wellness functions and departmental activities.
Lead new member orientations within the fitness specialization.
Support marketing and promotional efforts for fitness programs personal training and events.
Personal Training Conversion & Trainer Coordination
Partner with Personal Trainers to drive personal training program enrollment and package conversions.
Help members identify the right Personal Trainer match based on goals training style and personality fit.
Track personal training participation rates and support trainers in member retention through their programs.
Promote specialty programs including Pilates recovery services nutritional consulting and wellness offerings.
Identify cross-sell opportunities into adjacent programs (e.g. recovery mind-body nutrition).
Data Reporting & Member Insights
Maintain accurate member records engagement notes and outreach history in the CRM system (Salesforce or equivalent).
Track key engagement metrics: fitness member retention rate class attendance personal training participation program enrollment.
Report regularly to the AGM and Fitness Director on portfolio health and retention indicators.
Use member data analytics to identify trends opportunities and at-risk indicators specific to the fitness program.
Provide member feedback synthesis to inform programming equipment investment and service decisions.

Additional Duties

Due to the dynamic nature of the club employees are expected to assist others as needed and take on additional tasks as assigned by management.
Follow all company club and department policies procedures and instructions.
Maintain a high level of professionalism and a commitment to excellence in interactions with members colleagues and staff.
Promote and follow safe working practices ensuring compliance with safety guidelines and encouraging others to do the same.
Take the initiative in personal and professional growth and maintain any required certifications relevant to the role.
Address and resolve challenges using available resources working with regional and corporate teams to support club operations.
Support the overall efficiency of the team by collaborating and contributing to the clubs goals.
Attend daily briefings and actively engage in required activities to stay informed and contribute to the teams success.

About You

High school diploma or equivalent.
Minimum 2 years of experience in member service customer relations hospitality or relevant fitness program experience.
Strong interpersonal and communication skills both written and verbal.
Demonstrated ability to build relationships and manage a portfolio of customer or member relationships.
Working knowledge of fitness concepts equipment group exercise formats and basic exercise science.
Current CPR/AED certification (or willingness to obtain within 60 days of hire).
Proficient in Microsoft Office Suite and CRM systems.

Preferred

Bachelors degree in Exercise Science Kinesiology Sports Management Hospitality Management or related field.
Prior experience in premium fitness private club hospitality or wellness environment.
Personal training certification (NASM ACE ACSM NSCA) or group fitness certification (AFAA ACE GFI).
Specialty certifications (Pilates yoga indoor cycling barre functional training).
Prior experience leading fitness programs challenges or member events.
Experience with Salesforce or similar CRM platforms.
Strong organizational and time management skills with the ability to prioritize across competing member needs.
Track record of meeting or exceeding retention engagement or sales conversion metrics.
Bilingual (English/Spanish) a plus for Houston market.

Must be able to stand walk and perform physical activities for extended periods including on the fitness floor and in studios.
Ability to demonstrate proper form and technique for fitness equipment and exercises.
Ability to work in varying temperatures and environments including pool deck and outdoor training areas.
Capable of climbing ladders squatting kneeling reaching grasping twisting bending and folding/unfolding as required.
Able to lift carry push and pull up to 50 lbs. occasionally (fitness equipment event setup).
Effective communication skills with sufficient visual acuity including talking and hearing.

Work Schedule

Attendance requirements include flexibility across mornings evenings and weekends to align with peak fitness member activity.
Early morning (5:00-7:00 AM) and evening (5:00-7:00 PM) hours required to align with member workout patterns.
Additional hours required for major member events fitness challenges program launches and seasonal peaks.
Expected to be present during high-traffic fitness hours and key fitness member functions.
Some weekend hours required to support weekend programming and family fitness initiatives.

What We Offer

We believe in taking care of our team and our Total Rewards package reflects that commitment. Your actual base pay will be determined by your skills experience education location andif youre in a non-exempt rolehours worked. While not all roles at Invited are full-time those full-time team members have access to a comprehensive benefits package that includes:

• Medical dental and vision coverage
• Life insurance
• Short-term and long-term disability insurance
• 401(k) retirement savings plan
• Generous paid time off and leave programs (time off as required by applicable law is also provided for part time team members)

Want to learn more Visit for full details.

Have more questions Check out ourInvited Jobswebsite for more details aboutClubLife the Employee Experience Company Benefits and Our Culture. Be a part of our Social Networks:LinkedInInstagramTwitterFacebook

Invited is an Equal Employment Opportunity Employer

The job posting outlines the general requirements for this position and is not a comprehensive list of duties responsibilities or not mentioned here may be assigned as needed to ensure the smooth operation of the Club.