Member Service Manager

Job Details

Description
Job Type: Full Time

Department: Accounting/ Member Experience

Reports To: Director of Finance

Dotted Line To: VP of Member Experience & Marketing

Core Purpose

The Member Services Manager (MSM) is an operational leader responsible for delivering a seamless, five-star experience for Altea members across all clubs. Overseeing the Member Services Specialist (MSS) team, this role serves as the central link between Club Operations, Accounting, Digital Operations, and Member Experience. The MSM ensures accuracy, completeness, and policy compliance across all processes while maintaining revenue controls and data integrity. By leading with precision and service excellence, the MSM ensures every back-end function supports the front-end member journey and drives continuous improvement in operational efficiency and the overall member experience.

Key Responsibilities

Team Leadership & Development

• Lead, coach, and develop the Member Services Specialist (MSS) team across all Altea clubs.
• Standardize workflows, service expectations, and communication practices across locations.
• Conduct performance reviews and support MSS training, development, and accountability.
• Foster a service excellence culture, valuing accuracy, collaboration, and continuous improvement in every aspect of the member experience.
• Partner with GMs to ensure MSS staff effectively support in-club operations and uphold member experience standards.

Operational Oversight & Accuracy

• Oversee membership-related accounting functions, including billing accuracy, reconciliation, and adjustments.
• Triage and monitor AR/collections, ensuring timely follow-up and clear documentation.
• Implement efficient processes that minimize errors, support revenue controls, and improve cash flow.
• Audit membership transactions and reports in MyAltea to ensure data integrity and financial compliance.
• Support Accounting in investigating discrepancies or irregularities related to member accounts.
• Ensure all membership adjustments and inquiries across clubs are completed accurately and within defined SLAs.
• Maintain current, detailed documentation and SOPs accessible through Ask Altea.
• Actively experience Altea's services to better understand member needs and feedback.
• Lead and support special projects that improve operational efficiency, accuracy, and the member experience across clubs.

Systems & Process Optimization

• Collaborate with Digital Operations to troubleshoot MyAltea, Grow or other CRM/ tech stack improvements with the goal of continuous improvement.
• Lead initiatives to reduce manual errors, automate repetitive tasks, and increase operational efficiency.
• Identify recurring system or policy issues and partner cross-functionally to implement lasting solutions.

Cross-Functional Collaboration

• Partner with Accounting to maintain accurate billing, reconciliation, and revenue controls.
• Collaborate with Digital Operations to ensure MyAltea reliability, data accuracy, and process automation. Problem solve with MSS team before escalating any issues.
• Work closely with General Managers and Front of House (FOH) leadership to ensure seamless communication and coordination between club operations and Accounting.
• Partner with Sales to validate contracts, ensure proper membership setup, and maintain documentation integrity.
• Collaborate with the VP, Member Experience & Marketing to align systems, policies, and communications with Altea's brand tone and service standards.
• Communicate regularly with Club Leadership to share updates, trends, and opportunities for operational improvement.

Reporting & Insights

• Track and report on department KPIs including SLA compliance, accuracy rates, collections, and member satisfaction.
• Produce and analyze reports highlighting trends, recurring issues, and process improvements.
• Provide actionable insights to leadership based on member, operational, and financial data.
• Use reporting to proactively identify opportunities to strengthen accuracy and service delivery across clubs.

Escalations & Strategic Support

• Handle escalated member cases requiring policy interpretation, contract clarification, or accounting review.
• Act as a trusted resource for complex membership and billing situations across all clubs.
• Provide insights on member trends and operational opportunities to support leadership decisions.

Qualifications/ Experience

• 5+ years of experience in customer service, operations, accounting, or membership management, ideally in a multi-location environment.
• Strong understanding of billing, AR, collections, and revenue controls.
• Proficient in CRMs or membership platforms (MyAltea or equivalent).
• Fast learning and able to adapt in a face paced environment
• Exceptional attention to detail, accuracy, and organizational skills.
• Proven leadership and communication abilities with a focus on service excellence.
• Passion for operational precision and delivering a five-star member experience.
• Passionate about fitness and wellness

KPIs / Success Metrics

• Ensure MSS team meets member request SLAs (e.g., 24–48 hours).
• Maintain error rate for account adjustments below 1%.
• Positive feedback from FOH/GMs on support quality and responsiveness.
• Decrease repeat tickets and member escalations through proactive solutions.
• Improve member satisfaction scores for digital communication and issue resolution.
• Deliver accurate weekly and monthly reports on membership trends and team performance.
• Ensure all MSS team members complete onboarding and ongoing training milestones.

Team Member Expectations

• Arrive on time, with a good attitude, prepared to work
• Stay informed on recent team communications (memos, emails, etc.).
• Act as a brand ambassador by understanding and experiencing Altea services and amenities.
• Provide real-time feedback to your manager based on first-hand experience with products and services.
• Every team member is expected to always present themselves professionally. Our Look Book outlines the required uniform standards that ensure every team member represents our brand with consistency and professionalism.

Compensation & Benefits

• Member Service Managers are compensated on an annual basis based on experience.
• All rates of pay are to remain confidential.
• All team members are paid bi-weekly by direct deposit into a bank account (void cheque or direct deposit information required).
• Full Time leaders are eligible to apply for other benefits including a group health benefit program.

Working Conditions & Physical Requirements

Work conditions and physical requirements of this position include but are not limited to the following:

• Working in a luxury, high-end fitness and wellness facility
• Combination of office setting and interacting with members of the public
• Moderate noise (music, phones, conversation)
• Long periods sitting or standing throughout shift
• Ability to interact with team members and members of the public verbally and in writing.
• Ability to use the telephone, computer, printer, CRM database and any other facility software programs
• Work near others, sharing the same workspace

All team members are placed on a probationary period, during which time either party may end employment without notice or cause. At the end of the probationary period an evaluation will be conducted. Evaluations will commence at 6 months, 1 year and yearly thereafter.