Wellness and Membership Experience Coordinato

Job Description Position Title: Wellness and Member Experience Coordinator Department: Wellness Center Reports To: Wellness Development Manager Supervises: N/A FLSA Status: Non-Exempt Last Revised/Approved: October 12, 2026 POSITION SUMMARY: The Wellness and Member Experience Coordinator is a multifunctional wellness professional responsible for delivering exceptional member experiences while supporting the daily operations and programming of the Wellness Center.

This position serves as a primary point of contact for members and guests while also providing fitness and wellness services, including member orientations, fitness assessments, personal training, and group fitness instruction. The coordinator works across multiple areas of the Wellness Center to promote member engagement, support program delivery, and contribute to a safe, welcoming, inclusive, and professional environment that advances HOMETOWN Health Center’s commitment to health, wellness, and community.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Member Experience & Wellness Center Operations Build positive relationships with members, guests, and community participants by providing exceptional customer service and proactively supporting engagement with Wellness Center programs, services, and resources. Manage and support daily front desk and member experience operations, including greeting and checking in members and guests, membership enrollment, program and class registration, account management, attendance tracking, cash handling, answering phones and emails, responding to general inquiries, and assisting members with the Wellness Center’s Customer Relationship Management (CRM) system and associated software and mobile application.

Proactively engage with members to identify needs, encourage participation in Wellness Center programs and services, and connect members with appropriate fitness, wellness, and community resources to support continued engagement and achievement of individual goals. Independently open and close the Wellness Center in accordance with established procedures, ensuring the facility is secure, operational, properly prepared, and ready for member use.

Monitor the cleanliness, organization, safety, and overall presentation of the Wellness Center, including fitness areas, common spaces, program rooms, gymnasium, locker rooms, and other shared environments, and address routine needs as appropriate. Monitor facility usage and member activity to ensure adherence to established policies, procedures, and safety guidelines; address routine concerns professionally and escalate issues to the Wellness Center Director or appropriate staff when necessary.

Respond to and assist in resolving member and guest concerns in a professional, timely, and courteous manner, using sound judgement and escalating matters when appropriate. Support the coordination and execution of facility rentals and Wellness Center and community events, including setup, breakdown, and on-site assistance as needed.

Monitor supplies and operational needs throughout the Wellness Center and notify appropriate staff when inventory, cleaning materials, equipment, or other operational items require replenishment or attention. Fitness & Personal Training Conduct member fitness orientations and provide instruction on the safe, effective and appropriate use of fitness equipment, exercise areas, programs, and wellness resources available throughout the facility.

Provide personal training and fitness services, including fitness assessments, personal training consultations, individualized exercise programming, one-on-one training sessions, progress monitoring, and ongoing coaching and follow-up to support members in achieving their health and wellness goals. Maintain required professional certifications and credentials applicable to assigned personal training and fitness responsibilities.

Group Fitness & Wellness Programming Plan, prepare for, and instruct a variety of group fitness and wellness classes for individuals of diverse ages, fitness levels, and abilities. Provide substitute coverage and support for other fitness instructors as needed to ensure continuity and quality of programming. Collaborate with the Wellness Development Manager to evaluate existing programs, identify opportunities for improvement, and assist in the development, implementation, and ongoing refinement of new wellness programs, initiatives and services.

Team & Organizational Responsibilities Develop programs and initiatives designed to enhance member satisfaction, engagement, and retention. Create and oversee comprehensive member onboarding processes that foster connection and long-term participation. Develop wellness assessments, goal setting programs, and progress tracking systems that help members achieve desired outcomes.

Introduce member success programs that encourage accountability and promote health lifestyle behavior change. Analyze member participation trends and feedback to identify opportunities for improvement. Develop and launch specialty classes, educational offerings, and wellness challenges that increase engagement. Support efforts to increase personal training participation and utilization of wellness center services.

Collaborate with wellness staff to create a welcoming, supportive, and inclusive environment for all members. Direct Wellness Services Exercise appropriate independent judgement within established policies and procedures to address routine member, operational, and facility needs, seeking guidance or escalating concerns when appropriate.

Collaborate with Wellness Center team members and HOMETOWN Health Center departments, instructors, and other appropriate staff to support daily operations, coordinate services, and enhance the overall member experience. Participates in bi-monthly staff meetings, all safety program training, drills and education sessions AND may include assignment to an emergency response team.

Non-Essential Duties and Responsibilities Performs other duties as assigned. COMPETENCIES: Communication Skills: Communicates clearly and professionally through verbal, written, and telephone interactions while effectively explaining policies, procedures, and services. Organizational Skills: Demonstrates strong attention to detail and effectively manages scheduling, data entry, and multiple responsibilities with accuracy.

Member-Centered Service: Provides a welcoming, professional, and supportive experience for members, guests, and community participants. Wellness & Fitness Knowledge: Applies knowledge of fitness, exercise, and wellness principles to educate members on equipment use, programs, and services. Relationship Building: Establishes and maintains positive working relationships with members, guests, instructors, and community partners.

Group Leadership: Leads individual and group fitness experiences in a safe, inclusive, and encouraging environment. Reliability & Accountability: Demonstrates dependability through consistent attendance, punctuality, and completion of assigned responsibilities. Professionalism: Maintains a professional appearance, behavior, and commitment to confidentiality while representing the Wellness Center.

Problem Solving & Judgment: Uses sound judgment to address member concerns, resolve challenges, and remain composed in dynamic situations. Technology Proficiency: Utilizes scheduling systems, computers, telephones, and customer relationship management (CRM) software effectively. Adaptability: Adjusts effectively to changing schedules, priorities, and operational needs while maintaining service excellence.

Integrity & Confidentiality: Handles sensitive information, member records, and financial transactions with professionalism, discretion, and trustworthiness. GENERAL EXPECTATIONS: Be committed to the mission of the Hometown Health Center. Maintain a flexible schedule, including evenings and weekends, to meet program and organizational needs.

Act with professionalism at all times, upholding and fostering a culture of respect, honesty and dignity for our members, their families and every member of our wellness team. Demonstrate a strong commitment to continuous improvement and collaborative teamwork to enhance the care and overall experience of our members and their families within our wellness community.

Be punctual for scheduled work and use time appropriately. Perform duties in a conscientious, cooperative manner. Perform required amount of work in a timely fashion with a minimum of errors. Be neat and maintain a professional appearance. Safeguard all confidential information by following all laws and ethical standards, ensuring that details related our members, team members and Wellness Center operations are protected at all times.

PHYSICAL REQUIREMENTS: The physical requirements described here are representative of those that must be met by the Incumbent to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions…… The position requires a combination of desk-based administrative work, standing, walking, and active participation in fitness and wellness activities.

The employee must be able to move throughout the Wellness Center, demonstrate and instruct exercise movements and equipment use, conduct fitness orientations and personal training sessions, and lead or participate in group fitness activities as required. The employee must also be able to assist in routine setup, breakdown, and movement or equipment or supplies.

The employee may occasionally lift and/or move 10 pounds or more. Vision requirements include close vision, distance vision, depth perception and the ability to adjust focus. The position also involves reading and interpreting various handwriting styles. WORK ENVIRONMENT: The work environment characteristics described here are representative of those the incumbent encounters while performing the essential functions of this job.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Work is performed primarily in a busy Wellness Center environment with regular interaction with members, guests, community participants, instructors, and HOMETOWN Health Center staff The position may involve varying noise levels, frequent interruptions, changing priorities, physical activity, and periods of desk-based administrative work.

The employee may be required to work evenings and weekends based on Wellness Center programming and operational needs. This position requires long periods of VDT exposure with proper office ergonomic mechanics. Work may be repetitive and employees should alternate tasks to avoid injury.

QUALIFICATIONS

Education

High school diploma or equivalent required; an associate degree or higher in exercise science, kinesiology, health and wellness, fitness, recreation, or a related field preferred. CPR certification required or obtained within a specified timeframe after hire. Nationally recognized Group Fitness Instructor and/or Personal Training certification preferred.

Experience One to three years of experience in customer service, wellness, fitness, recreation, healthcare, or member-focused environments. Experience working in a fitness center, wellness center, recreation facility, health club, or community-based program preferred. Experience leading fitness classes, wellness programs, or heath promotion activities preferred.

Experience using scheduling software, CRM systems, point-of-sale systems, or membership management platforms preferred. Experience handling member inquiries, registrations, and program promotion. Skills & Abilities Strong communication, customer service, and interpersonal skills, with the ability to create a positive experience for members, guests, and community participants.

Knowledge of fitness, wellness, and health promotion principles, with the ability to educate and engage individuals of varying experience levels. Strong organization skills with the ability to manage multiple responsibilities, schedules, and administrative tasks accurately. Comfortable using membership management software, scheduling systems, and other workplace technology.

Ability to exercise sound judgment, solve problems effectively, and adapt to changing priorities in a fast-paced environment. Self-directed, reliable, and able to work independently while contributing positively to a team environment. External and internal applicants, as well as position incumbents who become disabled as defined under the Americans With Disabilities Act, must be able to perform the essential job functions (as listed) either unaided or with the assistance of a reasonable accommodation to be determined by management on a case by case basis.

The job description does not constitute an employment agreement between the employer and the employee and is subject to change by the employer as the needs of the employer and requirements of the job change. _____________________________________________ ____________________________ Employee Signature Date _____________________________________________ ____________________________ Supervisor Signature Date