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Site Manager

Department: Member Services

Reports To: Senior Director

Job Level: Manager

Effective Date: 2025-11-05

Purpose of Role:

The Site Manager is responsible for overseeing the daily operations of the Pilates School, ensuring a high level of member satisfaction and engagement. This role contributes directly to the organizational goal of enhancing member retention and satisfaction through strategic initiatives and exceptional service delivery.

Key Responsibilities:

Membership Acquisition & Onboarding: Partner with the sales team to support new member acquisition goals. Oversee new member orientation programs to ensure successful onboarding and engagement. Serve as a liaison between new members and appropriate club departments to support health and fitness goals.
Member Experience Strategy & Service: Develop and implement a comprehensive member experience strategy aligned with company goals. Monitor and manage the member journey from onboarding through renewal, identifying opportunities for improved engagement and satisfaction. Manage member escalations, ensuring resolution in a timely and empathetic manner. Attend and participate in Retention Task Force meetings.
Staffing & Training: Lead the hiring, training, and performance management of fitness member services staff. Directly manage Kiosk staff leads. Deliver ongoing customer service training and coaching to ensure staff deliver world-class service. Champion a positive, inclusive, and motivating service culture.
Engagement Events, Community Building & Retention: Plan and execute member-focused events including health and wellness seminars, pop culture events, and member appreciation mixers. Collaborate with marketing and fitness teams to create compelling in-club experiences that enhance member retention and satisfaction.
Systems & Tools Management: Oversee use and data integrity of business systems including Salesforce (CRM), Medallia (feedback), and Perkville (rewards). Ensure all systems are being leveraged effectively to drive member engagement and feedback collection.
KPI Reporting & Analysis: Generate and analyze key performance indicators (KPIs) to monitor member satisfaction, retention, and service performance. Provide regular reports to senior director, director and department heads, identifying trends and opportunities for improvement.

Performance Expectations:

Member Satisfaction: Achieve a member satisfaction score of 90% or higher through effective management and service delivery.
Retention Rate: Maintain a member retention rate of 85% or higher by implementing strategic engagement initiatives.

Required Skills and Competencies:

Technical Skills:

Proficiency in CRM platforms (Salesforce), customer feedback systems (Medallia), and loyalty programs (Perkville).

Soft Skills:

Exceptional interpersonal, leadership, and communication skills.
Ability to manage multiple priorities and lead in a fast-paced, high-energy environment.
Passion for health, wellness, and helping others.
Be able to handle unforeseeable predicaments in a gym/studio environment

Qualifications:

Education: Bachelor's degree in Business Administration, Hospitality Management, or related field preferred.
Experience: 2+ years of experience in customer service, hospitality, or fitness industry management roles.
Certifications: Current CPR/AED/FA certifications preferred.

Working Conditions:

This role is based in San Francisco with standard working hours. Occasional travel may be required for training and events.

Career Path and Development Opportunities:

The Site Manager has potential for progression to Senior Director based on demonstrated performance and business needs.

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