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Member Success Specialist- Fitness at The Met Athletic Club | Premier Houston Fitness Club

Ready to join a dynamic company in the hospitality and service industry where people help drive the success of the business? Since its inception in 1957, Invited has operated with the central purpose of building relationships and enriching the lives of our members, guests and more than 17,000 employees. We are the largest owner and operator of private clubs nationwide, with 130+ country clubs, city clubs, and athletic clubs. Our Clubs offer first-class amenities, including championship golf courses, modern workspaces, handcrafted cuisine, resort-style pools, state-of-the-art racquet facilities, fitness centers, and much more. Come be a part of this incredible and inclusive team at Invited! 

The Member Success Specialist · Fitness is responsible for driving member engagement, retention, and satisfaction within the Fitness department at The Met Athletic Club. This role serves as the dedicated member relationship owner for the club's fitness-active membership — building deep one-to-one relationships, identifying at-risk members through engagement data, and proactively driving programming, classes, personal training conversion, and personal outreach that strengthen each member's connection to the fitness program.
The MSS Fitness works in close partnership with the Fitness Director, Program Manager, Personal Trainers, Group Exercise Instructors, and Assistant General Manager to ensure a seamless member journey across onboarding, class participation, training progression, and ongoing relationship management. This role embodies the ClubLife experience by creating personalized "magic moments" for fitness members and ensuring each member — from new beginner to seasoned athlete — feels seen, supported, and progressing toward their goals.
 

Key Priorities   

The Concierge serves as the liaison for members and guests, creating outstanding first impressions with personalized greetings and seamless service. Responsibilities include managing phone calls, reservations, and emails, addressing inquiries, and providing fond farewells. This role is essential in fostering meaningful connections by promoting club events and services, providing detailed information on facilities, and encouraging participation in activities. Additionally, the Concierge supports member experience initiatives, such as making outbound calls to new and at-risk members, assisting with social media and member communications, following up on reservations, recognizing birthdays, ensuring name recognition, and sending event invitations to enhance engagement. By delivering exceptional experiences and ensuring member satisfaction, the Concierge plays a vital role in upholding the club’s commitment to exceeding members’ expectations. 

Reporting Structure 

•    Reports directly to the Assistant General Manager (AGM)
•    Dotted-line coordination with the Fitness Director on programming and member development strategy
•    Coordinates closely with the Program Manager on class scheduling, instructor performance, and program promotion
•    Collaborates with Personal Trainers, Group Exercise Instructors, Specialists, Sales Director, and Sales Team on member acquisition and retention
•    Partners with other Member Success Specialists (Tennis, Kids/Events) to support multi-interest members
 

About You

Fitness Member Relationship Management
•    Build and sustain meaningful relationships with fitness-active members, anticipating their needs, providing exceptional service, and encouraging consistent participation in the fitness program.
•    Maintain a dedicated portfolio of fitness members and conduct regular one-on-one check-ins, progress conversations, and goal-setting sessions.
•    Serve as the primary point of contact for fitness members regarding programming, classes, personal training inquiries, equipment questions, and program recommendations.
•    Identify at-risk fitness members based on attendance data, class drop-off, and engagement signals; execute proactive retention outreach.
New Member Onboarding · Fitness
•    Implement structured 30/60/90-day onboarding programs for new members who indicate fitness interest, ensuring smooth integration into the fitness community.
•    Conduct fitness-specific orientation tours showcasing equipment, studios, class options, and personal training services.
•    Lead new member fitness assessments and goal-setting conversations to align program recommendations with member objectives.
•    Facilitate introductions between new fitness members and Personal Trainers aligned with their goals, level, and training preferences.
•    Drive new member conversion into group classes, personal training packages, specialty programs, and wellness offerings.
Programming & Event Execution
•    Plan and execute fitness member events, programs, and activities including challenges, workshops, body composition assessments, healthy lifestyle series, and seasonal initiatives.
•    Partner with the Program Manager on class schedule promotion, new program launches, and member communication.
•    Support fitness challenges (weight loss, strength, endurance) including registration, check-ins, progress tracking, and recognition.
•    Drive participation in classes, training programs, and specialty offerings through targeted communication and personal outreach.
•    Coordinate fitness-related wellness events, guest speakers, and educational sessions.
Communication & Outreach
•    Maintain regular communication with assigned fitness member portfolio via email, phone, text, and in-person interactions.
•    Execute targeted communications campaigns aligned with the AGM's multi-channel strategy and the Fitness Director's programming priorities.
•    Represent the club at fitness member events, wellness functions, and departmental activities.
•    Lead new member orientations within the fitness specialization.
•    Support marketing and promotional efforts for fitness programs, personal training, and events.
Personal Training Conversion & Trainer Coordination
•    Partner with Personal Trainers to drive personal training program enrollment and package conversions.
•    Help members identify the right Personal Trainer match based on goals, training style, and personality fit.
•    Track personal training participation rates and support trainers in member retention through their programs.
•    Promote specialty programs including Pilates, recovery services, nutritional consulting, and wellness offerings.
•    Identify cross-sell opportunities into adjacent programs (e.g., recovery, mind-body, nutrition).
Data, Reporting & Member Insights
•    Maintain accurate member records, engagement notes, and outreach history in the CRM system (Salesforce or equivalent).
•    Track key engagement metrics: fitness member retention rate, class attendance, personal training participation, program enrollment.
•    Report regularly to the AGM and Fitness Director on portfolio health and retention indicators.
•    Use member data analytics to identify trends, opportunities, and at-risk indicators specific to the fitness program.
•    Provide member feedback synthesis to inform programming, equipment investment, and service decisions.
Additional Duties

•    Due to the dynamic nature of the club, employees are expected to assist others as needed and take on additional tasks as assigned by management.
•    Follow all company, club, and department policies, procedures, and instructions.
•    Maintain a high level of professionalism and a commitment to excellence in interactions with members, colleagues, and staff.
•    Promote and follow safe working practices, ensuring compliance with safety guidelines and encouraging others to do the same.
•    Take the initiative in personal and professional growth and maintain any required certifications relevant to the role.
•    Address and resolve challenges using available resources, working with regional and corporate teams to support club operations.
•    Support the overall efficiency of the team by collaborating and contributing to the club's goals.
•    Attend daily briefings and actively engage in required activities to stay informed and contribute to the team's success.

About You 

Required

•    High school diploma or equivalent.
•    Minimum 2 years of experience in member service, customer relations, hospitality, or relevant fitness program experience.
•    Strong interpersonal and communication skills, both written and verbal.
•    Demonstrated ability to build relationships and manage a portfolio of customer or member relationships.
•    Working knowledge of fitness concepts, equipment, group exercise formats, and basic exercise science.
•    Current CPR/AED certification (or willingness to obtain within 60 days of hire).
•    Proficient in Microsoft Office Suite and CRM systems.
 

Preferred 

•    Bachelor's degree in Exercise Science, Kinesiology, Sports Management, Hospitality Management, or related field.
•    Prior experience in premium fitness, private club, hospitality, or wellness environment.
•    Personal training certification (NASM, ACE, ACSM, NSCA) or group fitness certification (AFAA, ACE GFI).
•    Specialty certifications (Pilates, yoga, indoor cycling, barre, functional training).
•    Prior experience leading fitness programs, challenges, or member events.
•    Experience with Salesforce or similar CRM platforms.
•    Strong organizational and time management skills with the ability to prioritize across competing member needs.
•    Track record of meeting or exceeding retention, engagement, or sales conversion metrics.
•    Bilingual (English/Spanish) a plus for Houston market.

•    Must be able to stand, walk, and perform physical activities for extended periods, including on the fitness floor and in studios.
•    Ability to demonstrate proper form and technique for fitness equipment and exercises.
•    Ability to work in varying temperatures and environments, including pool deck and outdoor training areas.
•    Capable of climbing ladders, squatting, kneeling, reaching, grasping, twisting, bending, and folding/unfolding as required.
•    Able to lift, carry, push, and pull up to 50 lbs. occasionally (fitness equipment, event setup).
•    Effective communication skills with sufficient visual acuity, including talking and hearing.
 

Work Schedule 

•    Attendance requirements include flexibility across mornings, evenings, and weekends to align with peak fitness member activity.
•    Early morning (5:00-7:00 AM) and evening (5:00-7:00 PM) hours required to align with member workout patterns.
•    Additional hours required for major member events, fitness challenges, program launches, and seasonal peaks.
•    Expected to be present during high-traffic fitness hours and key fitness member functions.
•    Some weekend hours required to support weekend programming and family fitness initiatives.
 

What We Offer

We believe in taking care of our team, and our Total Rewards package reflects that commitment. Your actual base pay will be determined by your skills, experience, education, location, and—if you're in a non-exempt role—hours worked. While not all roles at Invited are full-time, those full-time team members have access to a comprehensive benefits package that includes:

• Medical, dental, and vision coverage
• Life insurance
• Short-term and long-term disability insurance
• 401(k) retirement savings plan
• Generous paid time off and leave programs (time off as required by applicable law is also provided for part time team members)

Want to learn more? Visit www.invitedbenefits.com for full details.

Have more questions? Check out our Invited Jobs website for more details about ClubLife, the Employee Experience, Company Benefits, and Our Culture. Be a part of our Social Networks: LinkedIn Instagram Twitter Facebook 

Invited is an Equal Employment Opportunity Employer  

The job posting outlines the general requirements for this position and is not a comprehensive list of duties, responsibilities, or requirements. Additional duties not mentioned here may be assigned as needed to ensure the smooth operation of the Club.