Summary

The Assistant Director oversees staffing of the Fitness Center and serves as the liaison between Managers and the Fitness Center Director. Primary responsibilities include supervision of membership and fitness staff with oversight of membership sales, fitness programming and service delivery. The Assistant Director oversees administration of the Fitness Center’s facility management software, membership database, billings and prospecting tools to ensure accuracy and maximum member engagement.

Essential Duties

Membership Management

• Supervise the Membership Manager and maintain regular communications with membership staff.
• Collaborate with Director to oversee new member acquisition efforts, while continually measuring progress toward membership goals.
• Oversee effective grassroots and external marketing strategies while collaborating with the Membership Manager and Communications/Marketing Director to implement.

• Track monthly outcomes and coach staff on best practices related to prospecting and membership sales.
• Collaborate with Director to establish and set expectations for the membership manager; ensure the membership schedule provides adequate coverage; and provide resources and support for ongoing staff development.
• Maintain high service standards for member and visitor experiences at the Membership and Service Desk areas.
• Evaluate and establish systems to improve customer satisfaction and engagement during membership enrollment and service desk check-in procedures.
• Prepare bi-weekly membership commission report for payroll.
• Oversee billing statements, payment declines, youth turning 18 letters, unfreeze reminders, and past due notices are sent promptly.
• Oversee members’ recognition efforts, such as our 20 Club.
• Collaborate with Director in developing member surveys and training program budgets, such as mini-marathon & tri training.
• Verify accurate and timely documentation of equipment preventive maintenance records, emergency drills and staff CPR certifications.

 Fitness Management

• Supervise the Fitness Center Manager and maintain regular communications with fitness staff.
• Focus on continually improving our new member onboarding and member engagement efforts.
• Collaborate with Director on program and service development, delivery and evaluation, including group fitness and personal training services.
• Collaborate with Director in developing member surveys and training program budgets, such as mini-marathon & tri training.
• Verify accurate and timely documentation of equipment preventive maintenance records, emergency drills and staff CPR certifications. 

 Membership Database

• Serve as the power user of our club management software by maintaining familiarity with all aspects of the platform and serving as the main contact for our Client Services Manager.
• Ensure all new joins and prospect agreements are reviewed for accuracy; add new joins and prospects to the daily sales report; communicate quickly and accurately with Ignite regarding member changes and refunds; review all freezes and cancellations to ensure accurate processing; provide member alerts for service desk staff to ensure necessary updates are made quickly and efficiently.
• Ensure all new fitness center employees have appropriate database access and permissions.
• Update membership rates & packages, POS catalog items, member documents, groups and campaigns, and events.
• Maintain system integrity and accuracy through checks and balances to reduce errors in reporting and execution of monthly billing.
• Maintain membership plans for internal and external groups, such as: NIFS and IUI programs; new program participants; NIFS employees; trade contacts; IUI Athletics; and IUI Campus Recreation regarding student memberships.
• Establish a NIFS liaison to HR departments of outside user groups.
• Prepare and share a monthly overview of our student member counts and visits with the IUI Chancellor for Finance and Administration.
• Assist in reporting a monthly account of our department’s activity related to membership, prospecting and services delivered by our fitness staff.                                                                                                     

Staff Support

• Provide counsel to Managers regarding staffing and customer service issues; assist in resolving member complaints where applicable.
• Aid in collection of monthly reporting on fitness instructor engagement, member appointments and membership prospecting efforts; coach Managers on best practices for member experience improvements.
• Collaborate with Director to approve staff requests for professional development.
• Communicate frequently with Director regarding staffing issues (positive and negative), and other topics as appropriate.
• Maintain best practices among staff with FC software including Infusionsoft, eGym, and GymSales.
• Assist in maintaining departmental training manuals and standard operating procedure documents.
• Create and run membership and database reports as needed.
• Review and provide feedback as requested for the NIFS website, app, social media posts, blogs, fliers, and other written material.
• Manage email lists for announcements, campaigns and promotional efforts.
• Provide support throughout NIFS by preparing and posting position announcements. Assist Director with departmental projects as needed.