Position Overview The Membership Manager oversees all aspects of the membership department, ensuring members receive an exceptional experience while supporting day-to-day range and retail operations. This role combines hands-on account management, VIP access credentials, safe rental program oversight, contract auditing, staff training, and member-exclusive events to drive member retention and facility growth. Core Responsibilities - End-to-End Membership Lifecycle Management: Manage the entire membership workflow from acquisition to offboarding, including processing new memberships, renewals, upgrades, cancellations, payment processing, refunds, and account adjustments.
- VIP Key Fob & Security Credential Access: Issue, activate, deactivate, track, and audit VIP member access key fobs and credentials to maintain facility security and strict access control.
- Safe Rental Program Oversight: Track and manage the safe rental program, including new rentals, renewals, cancellations, account maintenance, and routine physical auditing of safe room inventory and rental contracts for compliance.
- Data Integrity & Otter CRM System Auditing: Manually add, update, and audit member contact profiles in Otter to ensure members receive accurate, timely communications across email, phone, text, and in-person channels.
- Contract Compliance & Auditing: Conduct routine audits of membership contracts to ensure all documents are complete, accurate, legally sound, and fully compliant with company policies.
- Member Communication & Issue Resolution: Serve as the primary point of contact for member inquiries, billing questions, and account concerns, resolving issues promptly and professionally.
- Promotions & Exclusive Member Events: Partner with management to design membership promotions and plan, coordinate, and execute member appreciation events and exclusive member-only activities.
- Staff Training & Incentive Management: Train and mentor facility staff on membership programs, customer service standards, and sales best practices; track employee membership sales and manage store credit incentive rewards.
- Cross-Departmental Collaboration & Operations Support: Work closely with Retail, Training, and Range Operations to ensure seamless guest transitions; assist front desk operations, member check-ins, retail sales, phone support, and range safety enforcement.
- Reporting & Analytics: Prepare regular reporting on membership sales, renewal rates, and retention trends for senior management.
Qualifications & Requirements - Experience: 3+ years of experience in membership management, guest services leadership, or high-touch hospitality operations required.
- Sales Experience: 2+ years of experience in inside sales working directly with clients required. Experience working with high net worth clients preferred.
- Education: Bachelors degree in hospitality or marketing preferred.
- Technical & Operational Skills: Demonstrated experience in account management, contract auditing, credential security tracking, and CRM administration (e.g., Otter, POS platforms).
- Auditing Discipline: Strong organizational skills with meticulous attention to detail in inventory, contract, and safe room auditing.
- Leadership & Incentives: Ability to train and motivate team members while managing employee sales incentive programs.
- Communication: Excellent written and verbal communication skills with a proven customer-first problem-solving approach.
- Facility Compliance: Ability to work full-time hours on-site in Grapevine, TX, including weekend coverage and special member events.
Compensation: $50,000 annual base salary plus commission.
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