Member Experience Program Manager

HealthFitness, a Trustmark company, is a proven leader in providing fitness solutions that engage and connect people both on-site and online, to create a strong community of health. Our work focuses on creating meaningful connections with each of our participants to help them move forward. We foster each individual’s journey by creating communities of health within the organizations we serve – so that everyone is supported. As an employee of HealthFitness you will enjoy a variety of health and financial benefits and receive competitive pay. We provide personal and professional support, training and development and flexible employment opportunities.

HealthFitness has an exciting opportunity for a full-time (40 hrs/wk) entry-level Member Experience Program Manager at our client site located in Kingsport, TN. In this role, you will manage and direct all operational aspects of fitness program ensuring the highest level of participation, results achievement, and customer satisfaction in the delivery of programs and services to meet client, member and participant objectives. You will be responsible for contract compliance; development of and adherence to the strategic business plan; staff supervision, training, and development; design and facilitation of a variety of health and fitness programs; and various administrative duties including tracking program data and developing outcomes focused management reports. You may also provide floor/building supervision, fitness testing, individual and group exercise instruction, exercise prescriptions, and orientations.

Schedule: Monday – Friday 8am – 5pm
Travel: Up to 25% of time will be spent traveling to several other facilities on the same campus in Kingsport.

Key Accountabilities

• Manages all program activities in accordance with HealthFitness operational, quality, safety, and service standards.
• Develops and implements the yearly strategic business plan to identify contract deliverables, program/ service offerings and initiatives, targeted outcomes, and marketing strategy to meet client objectives. Prepares and manages operating budget. Ensures expenditures are made in accordance with applicable policies and procedures.
• Carries out supervisory responsibilities for staff in accordance with HealthFitness policies, procedures and applicable laws including recruiting, orienting, training, evaluating, developing, and planning the succession of associates; leads regular individual and group staff meetings to ensure associates are informed about HealthFitness, client and program events, initiatives, and status. 
• Ensures contract compliance. Manages client relationship to ensure that high customer satisfaction is maintained and HealthFitness value is reinforced.
• Directs the implementation of individual and group fitness programs, health education activities, motivational programs, and special events; coordinates marketing and communications to maximize program engagement, bringing in HealthFitness Corporate support as appropriate.
• Tracks participant and program data for measurement of individual and program goal achievement, outcomes, and results; creates outcomes focused management reports based on the identified business plan goals and objectives. Manages all record and data management activities at the worksite, ensuring the proper storage, retention, and confidentiality all data collected in accordance with HealthFitness requirements.
• Conducts informal safety checks daily and performs routine safety audits on a weekly, monthly, and quarterly basis in accordance with HealthFitness guidelines.
• Performs staff responsibilities as appropriate including facility coverage when needed, floor supervision, fitness testing, exercise prescription, new member facility and equipment orientations, personal training, and group exercise class instruction.
• Frequent visits to all facilities on the Kingsport campus to ensure facility meets expectations and safety checks.
• Verifies equipment is well maintained and operating properly; Manages equipment maintenance scheduling, delivery, and records, including equipment replacement plan and ordering/billing of equipment.
• Participates in daily cleaning and maintaining of the equipment, ensures locker rooms are clean and stocked, and coordinates prompt resolution to facility related issues.
• In conjunction with Director Program Management & Engagement, introduces new HealthFitness programs, products, and services to the client.
• Other duties as needed/assigned.

Minimum Requirements

• Bachelor’s degree or higher in Exercise Science, Health Promotion, Kinesiology or related discipline along with 2+ years’ related industry experience OR the equivalent combination of education, industry certifications and experience.
• OSHA compliant Adult CPR/AED certifications from American Heart Association, American Red Cross, or American Safety & Health Institute.
• Ability to lead, manage and operate a fitness center.
• Proficiency in fitness assessment and exercise prescription.
• Strong interpersonal and customer service skills including the ability to motivate others.
• Excellent communication skills both verbally and written and on camera.
• Proven ability to build rapport and establish relationships remotely and in person.
• Ability to effectively organize and prioritize work demands.
• Computer proficiency in MS Office including at minimum Word, Excel, and Outlook.

Compensation: $42k/Year - $50k/Year. Pay is dependent on experience and qualifications. Additional commission opportunities for someone with an industry recognized and HealthFitness approved Personal Trainer certification.

Brand: HealthFitness

For the fifth consecutive year we were selected as a Top Workplace by the Chicago Tribune. The award is based exclusively on Trustmark associate responses to an anonymous survey. The survey measured 15 key drivers of engaged cultures that are critical to the success of an organization.