Member Services Manager

Job Title: Member Engagement Coordinator

Department: Fitness

Reports to: Member Engagement Director

Job Type: Exempt

Arch Amenities Group

Wellness-driven. Hospitality-focused.

Arch Amenities Group is the leading provider of amenity management, consulting, and wellness services for commercial real estate, residential communities, and hospitality properties. Formed through the strategic acquisition of top hospitality and wellness-led providers, Arch brings together decades of experience and forward-thinking innovation to deliver unmatched lifestyle and hospitality experiences.

We partner with owners, operators, and developers to transform spas, fitness centers, meeting and event spaces, pools, clubs, and residential amenities into vibrant destinations that foster connection, wellness, and belonging. Our mission is to create spaces where people thrive.

This position will be based at Harry and Rose Samson Family Jewish Community Center in Whitefish Bay, WI.

Job Summary:

The Member Engagement Coordinator ensures a 'Member-First Experience' by fostering a welcoming environment, upholding our mission of community wellness, and exceeding service expectations at every touchpoint. They will ensure that our facility operates at the highest standards of excellence by overseeing front-line staff, managing member feedback, and maintaining a professional, organized environment. This role balances administrative precision with high-energy people management.

Reports To: Member Engagement Director

Direct Reports: Front Desk and Health Center Staff

Key Responsibilities

Staff Leadership & Development

• Recruitment & Training: Oversee employment for Front Desk and Health Center Attendants, including hiring, onboarding, and continuous training.
• Supervision: Oversee the daily operations of the Front Desk and Health Centers.
• Performance Management: Conduct regular performance reviews and hold weekly one-on-one meetings with full time staff to ensure growth and accountability.
• Scheduling: Create and manage staff availability and schedules, serving as the primary point of contact for shift coverage or employee emergencies.
• Meetings: Conduct monthly meetings for all Member Services Staff (Front Desk and Health Center)

Member Engagement & Feedback Management

• Comment Card System: Review all member comments, coordinate cross-departmental follow-ups, and ensure every concern is resolved within 24 hours.
• Communication Liaison: Act as the bridge between the Front Desk, Health Center, and other departments to ensure consistent communication of new programs and agency updates.
• Member Events: Actively participate in monthly Member Appreciation events and various community outreach initiatives.

Facility Organization & Operations

• Environment Standards: Maintain a consistently clean, professional, and organized environment at all desks and locker areas.
• Inventory Control: Manage the Lost and Found recovery process. Monitor and order inventory for both office supplies and Health Center supplies.
• Policy Development: Create, update, and maintain the Desk Policy and Procedures Manual and the New Employee Welcome Packet to ensure all protocols remain current.
• Maintenance: Coordinate repairs, preventative maintenance and closures with Maintenance, Building Services and Operational Staff

Essential Functions

• Manager on Duty (MOD): Perform weekly MOD shifts, including weekends and holidays as required.
• Administrative Oversight: Manage departmental payroll and ensure all staff adhere to the professional business casual dress code.
• Operational Support: Be prepared to cover front-line shifts in the event of staffing gaps to ensure uninterrupted service to members.
• Reporting: Assist or oversee monthly and quarterly audits of health center joins/cancels to ensure accurate reporting and availability of lockers.
• Technology: Use of current CRM, Microsoft Office, schedules, communication and manage employees via our scheduling App-Sling.
• Trainings: participate in AAG and JCC mandatory trainings per Human Resources

Qualifications & Requirements

• Education: Minimum of 2 years of post-secondary education and/or work experience that is relevant to this position
• Experience: Proven background in fitness center operations or supervisory management.
• Skills: * Strong interpersonal skills with a "member-first" mentality.
• Highly organized with the ability to manage multiple inventory streams.
• Proficient in conflict resolution and cross-departmental coordination.
• Ability to respond to staff and member inquiries within 24 hours via various communication channels
• Use of CRM and Microsoft Office Suite
• CPR and First Aid Certified

Essential Function

Seldom

Occasionally

Frequently

Stationary Position -- Sitting or Standing

X

Active Position -- Walking, jogging, running

X

Use of hands/fingers -- Operate, Use, Inspect, Place, Detect, Position, Prepare, activate

X

Climb/Balance -- Stairs, ladders, ropes, equipment, beams

X

Stoop/kneel/crouch or crawl -- Position self, move

X

Talk/hear -- communicate, detect, converse with, discern, convey, express oneself, exchange information

X

See -- Detect, determine, perceive, identify, recognize, judge, observe, inspect, estimate, assess

X

Carry weight, lift -- Move, transport, position, put, install, remove -- 50 lbs or less

X

Carry weight, lift -- Move, transport, position, put, install, remove -- 50 lbs or more

X

Exposure to -- Exposed, work around, chemicals, odors, smells, noise, indoors or outdoors, heat, cool.

X

DISCLAIMER

The employee must be able to perform the essential functions of the position satisfactorily and, if requested, reasonable accommodation will be made to enable employees with disabilities to perform the essential functions of their job, absent undue hardship. Job descriptions typically change over time as requirements and employee skill levels change. Supervisors may revise and/or add duties to reflect these changes. The Employer retains the right to change or assign other duties to this position.

Arch Amenities Group, LLC is an Equal Opportunity / Affirmative Action employer committed to diversity in the workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, age, national origin, disability, protected veteran status, gender identity or any other factor protected by applicable federal, state or local laws. Arch Amenities Group, LLC is also committed to working with and providing reasonable accommodation to individuals with disabilities. Please let your recruiter know if you need accommodation at any point during the interview process.