Director of Sales and Operations

MVP SPORTS CLUBS POSITION DESCRIPTION Director of Sales and Operations Metro

About the Company

MVP Sports Clubs is a sports facility development and management company with 5 facilities in West Michigan. We provide corporate service support in the areas of finance, marketing/communications, information systems, human resources, property management and operational development including sales, fitness, and operations. MVP Sports Clubs represents quality and success in health and recreation in all facets of the community. Simply put, we are a company passionate about exercise and sharing this with our communities.

Why MVP Sports Clubs

At MVP Sports Clubs, we are built around our values of professionalism, friendliness, efficiency, cleanliness, and teamwork. We believe in creating a welcoming, engaging, and fun environment for employees. To foster this type of environment, we provide employees with a full range of benefits.

• Our part-time employees have athletic club access for team member and any spouses and dependents, discounts on memberships for additional family members, member rates for participation in services/programs and a 25% off retail, food, and beverage discount.
• In addition to the benefits listed above, our Full time employees also have health, dental, vision, and life insurance, long/short-term disability, paid maternity and paternity leave, PTO, and 401k participation available after completing one year of service.

About the Position

The Metro Club Director is primarily an (outside) sales leadership role, with an important focus on operational excellence. The role has direct supervision responsibilities of select in-building positions and share supervision responsibilities with regional department managers in other areas. In addition to sales, the goal is to drive consistency and uphold quality assurance and delivery of excellence throughout the building operation with a primary focus of retaining members through engagement, delivery of high-level experience, and creating a thriving community. This position is a part of the Executive Leadership team and reports to the VP of Operations. The position at MVP Metro Club has an additional set of responsibilities to manage Membership Sales directly with the Director of Fitness and Sales, and the Personal Training and Group Exercise Departments in partnership with Director of Fitness and Sales and the Regional Group Exercise Manager.

Responsibilities

Membership Sales

• Key stakeholder in club for membership sales and is responsible for the new member sales goals by meeting or exceeding sales goals.
• Complete daily administrative tasks related to membership sales, through the CRM system for lead capture, sales tracking, and prospect management, optimizing membership functions.
• Proactively identify and engage potential members through various sales activities.
• Stay updated on industry trends, competitor activities, and market conditions to identify new opportunities for growth.
• Manage leads pipeline and promptly respond to membership inquiries via phone, email, and text.
• Schedule tours, communicate pricing, and facilitate new membership sign-ups, ensuring a seamless process.
• Handle cancellation requests and maintain accurate records of sales and cancellations.
• Perform regular audits of in-person and online membership sales activation and account setups.
• Provide training to AM/Sales team members on membership sales best practices and CRM procedures, supported by the corporate team and Director of Sales and Fitness.
• Actively represents MVP Sports Clubs within community and grows corporate accounts through intentional calls, in-person meetings and consistent presence in the downtown market.

Member Experience

• Interact with and build relationships with all member/guests with a focus on member retention and maintaining a high level of member satisfaction.
• Ensure all members, prospective members and guests are greeted and checked in properly, emphasizing our mission of world class customer service.
• Driver of excellence in all things related to member experience with special attention given to club cleanliness and friendliness, customer service, consistency of delivery.
• Resolve any member issues through effective customer service skills and ensure that communications are professional and timely.
• Ensure the highest quality prospect and member experience.

Operational Club Leadership

• Highest position of authority within the building.
• Manages building operational team coverage and fills in as active member of front-line coverage as needed to keep building functioning at a high level.
• Support all initiatives within PT and GX.
• Collaborate with revenue-generating department leads on appointment and PLAN bookings.

• Stay knowledgeable about all club programs and offerings.

• Cultivates a culture of teamwork, accountability, excellence, and member engagement.

• Manage all controllable building operational expenses to stay in line with budgets including but not limited to building supplies, hourly labor, and bad debt.
• Run weekly manager meetings with intent of building up & supporting department managers and providing a space to share and stay aligned.
• Responsible for overall building safety and risk management. Primary responder in emergency situations when present. Manage incident reports appropriately.
• Lead and participate in regular Service Game training sessions.
• Deliver an effective and positive new team member onboarding and training experience, ensuring team has knowledge of all SOPs, products, programs, and services offered within the facility.
• Partner with Talent Acquisition on recruitment efforts, interviewing and onboarding.
• Perform all appropriate staff appraisals and merit programs in a timely and efficient manner.
• Know, understand, and exemplify the MVP Sports Clubs Values and Service Standards.
• Maintain a neat and professional personal appearance by wearing the MVP Sports Clubs uniform (see uniform matrix) and name badge.
• Other duties as assigned.

Requirements

• Bachelor's degree in a related field is strongly preferred.
• A minimum of 2 years of experience in a high-volume customer service industry with an emphasis on sales and customer service skills to handle challenging situations.
• Vary weekly work schedule to be available to team members working different times, and to be present for high customer traffic. May include opening, closing, and/or weekends.
• Experience utilizing a CRM platform for prospect management and outreach preferred.
• First Aid/CPR Training. In the event a team member is hired without?CPR?or First certifications, they will be required to attend MVP Sports Clubs' in-house training to obtain this.
• Strong communication, leadership, and organizational skills.
• Must be able to work club opening and closing shifts, weekends, and holidays when needed.
• Ability to handle multiple tasks and functions while maintaining a low personal stress level.
• Physical Requirements: Bend, stoop, crouch, climb, stand, sit and turn/pivot; Lift/lower, push, pull and carry up to 40 lbs; perform office tasks using simple hand grasping, fine hand manipulation and reach associated with assigned tasks such as paperwork, typing, and/or word processing, filing, calculating and use of the telephone; See, hear, and speak with sufficient capability to perform assigned tasks and maintain proper job safety conditions.