Membership Manager
The Membership Manager is the heart of the membership experience a connector, a curator, and a systems builder. This role exists to deepen every member’s relationship with their health, wellness, and sense of belonging within our community. Working closely alongside the Spa & Membership Director, this person leads day-to-day member engagement while building the operational infrastructure that elevates the department’s quality, consistency, and long-term impact.
REPORTS TO: Spa Director & Membership Director
DIVISION: Spa / Membership
LEVEL: Management
CORE FOCUS: Member experience, wellness connection & departmental systems
Member Engagement & Wellness Connection
- Serve as the primary point of connection for members, fostering authentic relationships rooted in their individual health and wellness goals
- Proactively introduce members to spa treatments, wellness programming, and amenities that align with their lifestyle and needs
- Curate personalized recommendations that guide members deeper into their wellness journey — connecting them to the right services, practitioners, and moments
- Respond to member inquiries, concerns, and requests with warmth, urgency, and follow-through
- Champion the health-forward identity of the membership, reinforcing that this is a space for genuine restoration and intentional living
Systems, Operations & Departmental Excellence
- Partner with the Membership Director to design and implement systems that support consistent, high-quality member experiences across every touchpoint
- Own the accuracy and integrity of member records — including membership type, status, payment, and expiration — within the property management and CRM systems
- Build and maintain communication workflows for member outreach, renewals, onboarding, and re-engagement
- Identify operational gaps and bring forward solutions; this role is expected to improve how the department functions, not just maintain it
- Complete membership contracts and administrative documentation in full accordance with property protocols
- Ensure complete confidentiality of all member information and sensitive property data
Community, Programming & Events
- Co-create and execute membership events — from intimate wellness activations to open houses, mixers, and community gatherings that deepen member connection
- Contribute ideas for member features, seasonal programming, and activations during monthly planning sessions
- Collaborate cross-departmentally to ensure members experience seamless transitions between spa, hotel, food & beverage, and other amenities
- Help shape a membership culture where people feel known, cared for, and genuinely part of something
Sales Support & Revenue Partnership
- Support the Membership Director in achieving new member acquisition and retention targets through relationship-led, consultative engagement
- Share contact records and pipeline updates consistently to enable coordinated, timely follow-up
- Engage prospective members with an experience that reflects the value and lifestyle our membership represents
- Respond to owner and investor contacts with professionalism, facilitating their needs across the property
- Ability to stand, sit, or move through work areas for extended periods, up to a full shift
- Capacity to transport supplies up to 15 lbs within the spa and hotel environment
- Comfortable working in variable indoor and outdoor conditions
- Ability to reach and navigate within the physical workspace as needed3