Member Retention Specialist

Are you passionate about customer service and love helping people? Do you have or customer retention role?

Massage Envy Indian Trail is looking for a Member Retention Specialist to engage with our valued members, address their concerns, and provide solutions to ensure they continue their wellness journey with us. As a Member Retention Specialist at Massage Envy, you will play a vital role in fostering client relationships and ensuring their satisfaction with our services.

Why Join Us?

Massage Envy Indian Trail is a dedicated to whole-body wellness services, including massage, stretch, and skincare. We are committed to helping our clients feel and look better so they can live better. Our mission is rooted in positivity and empathy, ensuring exceptional service in a nurturing environment.

Responsibilities

• Proactively reach out to members via phone, email, and text to discuss membership benefits and resolve concerns.
• Handle membership cancellations and freezes, offering alternatives to retain customers
• Engage with members to understand their needs and enhance their experience at Massage Envy.
• Utilize customer feedback to develop strategies that improve client retention.
• Utilize experience to manage a high volume of customer interactions efficiently and professionally.
• Analyze client data to identify trends and areas for improvement.
• Provide exceptional customer service through active listening and problem-solving skills to offer tailored solutions.
• Assist in managing membership accounts and ensuring accurate data entry.
• Collaborate with team members to create a welcoming environment for all clients.
• Educate members on exclusive perks, promotions, and add-on services to enhance their experience.
• Maintain accurate records of interactions, feedback, and retention efforts.

Requirements

• Proven experience in customer service
• Strong communication skills (text, email, in-person and high phone volume) with the ability to engage effectively with diverse clients.
• Ability to analyze data and provide actionable insights for improving retention rates.
• Multilingual skills are a plus but not required.
• Previous experience in membership-based sales or customer retention is a plus.
• A friendly, positive attitude with a passion for wellness and self-care.
• Detail-oriented and organized

If you are passionate about helping others achieve their wellness goals and want to be part of a supportive team, we invite you to apply today and grow your career at Massage Envy!

*ME SPE Franchising, LLC (“ME SPE”) is a national franchisor of independently owned and operated franchised locations. The franchisee for each individual franchised location, not ME SPE, Massage Envy Franchising, LLC (“MEF”), or any of their affiliates, is the sole employer for all positions posted for a location, and each franchisee is not acting as an agent for ME SPE, MEF, or any of their affiliates. Hiring criteria, benefits and compensation are setby each franchisee and vary by location.