Member Services Lead

Job Summary:

The Center is seeking a dynamic and customer-focused Member Services Lead to lead our membership sales efforts and inspire a high-performing team dedicated to connecting individuals with the programs and services that support their wellness goals. This role oversees the sales team responsible for promoting Fitness Center memberships and ancillary services, including personal training, group training, massage therapy, and other wellness offerings, ensuring prospective members are matched with the services that best meet their needs. In addition to a competitive compensation package, this role is eligible for participation in a sales incentive program.

As both a strategic leader and active contributor, the Member Services Lead plays a hands-on role in driving membership growth, delivering exceptional customer experiences, and supporting daily operations. This position also supervises the Fitness Center Front Desk Lead and helps ensure appropriate staffing coverage during key business hours. While schedules may occasionally flex to meet operational needs, special events, or peak-demand periods, this remains a full-time, 40-hour-per-week position.

Key Responsibilities:

• Lead membership growth efforts through strategic planning, sales initiatives, and achievement of membership and revenue goals.

• Generate, cultivate, and convert membership leads while providing prospective members with information on programs, services, and membership options.

• Hire, train, coach, schedule, and evaluate membership sales staff, creating accountability for performance and customer service standards.

• Oversee membership sales operations, including lead tracking, reporting, retention efforts, and consistent implementation of sales processes and procedures.

• Partner with marketing and communications teams to support outreach, promotions, presentations, and engagement efforts that increase awareness and utilization of Center services.

• Ensure a seamless customer experience by coordinating responses to inquiries, connecting members with appropriate services, and maintaining high service standards throughout the sales journey.

• Provide leadership for front desk operations, including staff supervision, training, and oversight of daily reception functions to ensure efficient operations and excellent member service.

Work Location:

Onsite – this role is expected to work onsite and is located at 12348 E. Montview Boulevard, Aurora, Colorado.

Why Join Us:

About the CU Anschutz Health and Wellness Center

The CU Anschutz Health and Wellness Center (AHWC), established within the CU School of Medicine, opened in April 2012. Our vision is a campus where wellness is the foundation of everything we do. To foster this vision, the staff of the AHWC collaborate with campus partners to utilize the power and science of movement, nutrition, and mental well-being to enrich the health and wellness of our community. The AHWC serves as a campus resource that provides support and a space for innovation and collaboration for researchers, clinicians, patients, students, campus employees, and community members. The AHWC has five core areas of focus including clinical research, clinical medicine, campus/community programs, training and education, and the fitness center.

These core areas utilize the physical infrastructure of the AHWC including the metabolic kitchen, fitness center, clinic, meeting rooms/board rooms, green roof, and 3rd and 4th floor office space.

More information on AHWC can be found at AnschutzWellness.com.

Mission Statement: To utilize the power and science of movement, nutrition, and mental well-being to enrich the health and wellness of our community.

AHWC Fitness Center

The 30,000 sq ft, three-story Fitness Center at AHWC features state-of-the-art Technogym cardiovascular and Matrix resistance exercise equipment along with three dedicated studios for group exercise classes, a functional training space (FIT Lab), indoor track, pool, hot tub, locker rooms with dedicated steam rooms and saunas, and fitness assessment technology. The Fitness Center offers complimentary fitness consultation sessions, group exercise, personal training services, and massage. The Fitness Center supports over 3,100 members from the campus and community. The Fitness Center business operations are overseen by Fitness Center General Manager and Assistant General Manager. The Fitness Center has more than 50 employees.

Why work for the University?

We have AMAZING benefits and offer exceptional amounts of holiday, vacation and sick leave! The University of Colorado offers an excellent benefits package including:

• Medical: Multiple plan options

• Dental: Multiple plan options

• Additional Insurance: Disability, Life, Vision

• Retirement 401(a) Plan: Employer contributes 10% of your gross pay

• Paid Time Off: Accruals over the year

• Vacation Days: 22/year (maximum accrual 352 hours)

• Sick Days: 15/year (unlimited maximum accrual)

• Holiday Days: 15/year

• Tuition Benefit: Employees have access to this benefit on all CU campuses

• ECO Pass: Reduced rate RTD Bus and light rail service

There are many additional perks & programs with the CU Advantage.

Qualifications:

Minimum Qualifications:

• Four (4) or more years of relevant experience related to fitness membership sales and management with two (2) or more of the years in a supervisory or lead position.

Applicants must meet minimum qualifications at the time of hire.

Preferred Qualifications:

• Three (3) or more years prior supervisory or team lead experience in fitness membership/services with demonstrated success in consistent revenue growth

• Experience with gym/fitness center Point of Sales and member management system

• Previous customer service experience in a gym or fitness club

• Previous experience in managing a high volume customer service staff in a fast-paced environment

Conditions of Employment:

• Applicants must be legally authorized to work in the United States without requiring sponsorship. We are unable to provide work visa sponsorship or employment authorization for this position now or in the future.

• This position is 100% on site and ensures that sales staff are available during the Fitness Center’s prime business hours of 8 am-6 pm Monday-Friday, as well as some evenings and weekends based on demand.

• While schedules may occasionally flex to meet operational needs, special events, or peak-demand periods, this remains a full-time, 40-hour-per-week position.

Knowledge, Skills and Abilities:

• Ability to communicate effectively, both in writing and orally.

• Ability to establish and maintain effective working relationships with employees at all levels throughout the institution.