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

Experience & Background College degree or equivalent professional experience 3+ years in luxury hospitality, wellness, or membership environments Proven experience in relationship-based sales & member retention Background in CRM tools, membership platforms, or PMS systems Fluency in English required; Spanish strongly preferred

Core Competencies Warm, proactive communicator with genuine hospitality instincts Systems-oriented thinker who builds for scale and consistency Detail-driven with high standards for accuracy and follow-through Collaborative and self-directed in equal measure Flexible availability including select evenings, weekends & events

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

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