Member Experience Concierge

Job Description

Job DescriptionProject Wellbeing
Job Description: Member Experience Concierge

Position Title | Member Experience Concierge
Department | Operations/Member Experiences
Reports To | AVP of Operations
Employment Type | Full-Time, Salaried, Exempt
Primary Location | Las Vegas, Nevada
Compensation & Total Earnings Potential | This role includes a $40,000/year base salary with up to $5,000/year in performance-based bonuses, for an estimated total earnings potential up to $45,000/year.
*Any referenced “earning potential,” commissions, or bonuses are estimates only and do not constitute a promise or guarantee of compensation. Actual earnings depend on business needs, client demand, hours worked, performance, and the terms and conditions of the current compensation and bonus plans, which may be modified at the company’s discretion, consistent with applicable law.
Position PurposeThe Member Experience Concierge is the primary point of contact and dedicated concierge for new and existing members at Project Wellbeing. This role is designed to provide a "white-glove" service experience, ensuring members feel guided, supported, and valued throughout their wellness journey. Beyond administrative support, this specialist acts as a wellness guide, creating customized utilization protocols for recovery modalities to maximize member outcomes.

What Success Looks Like

• Members consistently receive a "white-glove" concierge service experience with all administrative friction removed.
• Proactive member outreach and systematic survey management successfully drive positive operational changes and cultivate an anticipatory service culture.
• Customized Modality Protocols are created for all new members, leading to consistent attendance and full utilization of membership benefits.
• Medical lab kit logistics and Fullscript platform support are managed efficiently and with 100% compliance.

Operational Accountability (Basecamp – Mandatory)

• Basecamp is the mandatory system of record for role responsibilities, task assignments, due dates, and status updates. The member experience concierge is fully accountable for reviewing Basecamp daily, completing assigned tasks on a management-defined cadence, and maintaining accurate, real-time updates. Any risk of delay must be escalated in Basecamp before the due time with the constraint and proposed resolution.
  
  

Role Scope and Decision RightsThe Member Experience Concierge is accountable for daily execution and outcomes within member experience, concierge services, and modality protocol design, including the scheduling and daily oversight of Member Service Associates. This accountability includes full jurisdiction over member scheduling, troubleshooting administrative issues (billing, account updates), and managing medical lab kit processes. The Concierge will escalate pricing changes, compensation plan changes, and staffing changes to the Facilities Director for approval.

Essential Functions and Responsibilities
1) Concierge Member Services (“Hand-Holding” Experience)

• Serve as the Primary Liaison for high-value members, handling all incoming texts, emails, and phone calls with professional urgency.
• Manage all appointment scheduling, rescheduling, and cancellations for members via the booking software.
• Proactively manage member schedules to ensure consistent attendance and full utilization of their membership benefits (Utilization Tracking).
• Conduct periodic, proactive outreach to assess member needs and solicit direct feedback (Proactive Outreach & Anticipatory Service).
• Troubleshoot billing inquiries, payment processing, and account updates (Administrative Support).
• Conduct new member onboarding, ensuring a clear understanding of facility flow, etiquette, and booking procedures.
• Systematically manage and track post-service member surveys, escalating critical feedback and operational issues to the AVP of Operations.
• Provide added Floor Support by assisting wellness attendants with retail transactions and escorting members to their biohacking modalities.

2) Modality Protocol Design & Education

• Consult with members to understand their recovery goals (e.g., pain relief, athletic recovery, stress reduction).
• Create customized "Modality Menus" or weekly protocols for all new members, prescribing specific usage of amenities such as Red Light Therapy, Hyperbaric Oxygen Therapy (HBOT), Vibroacoustic Therapy, Infrared Saunas & Cold Plunge, Molecular Hydrogen & PEMF Mats.
• Educate members on the specific benefits and recommended durations for each modality based on company SOPs..

3) Medical Lab Results Management

• Manage the inventory, ordering, and preparation of all medical lab kits (e.g., kit ordering, kit activation, kit storage).
• Maintain a detailed tracking system for each member's lab kit process, monitoring status from sent to member, received by lab, to results available.
• Serve as the internal liaison for the Fullscript platform, managing member accounts, assisting with prescription fulfillment, and troubleshooting any ordering issues.
• Ensure timely communication with members regarding lab kit process updates and supplement order status.

4) Operational Support

• Manage and schedule the shifts for all member service associates to ensure adequate coverage.
• Monitor facility cleanliness and readiness of modality rooms between appointments.
• Assist the Operations team with retention data reporting (tracking which members have not visited recently and conducting outreach).

Administrative Allocation, Reporting Cadence, and DeliverablesThe Member Experience Concierge is allocated time for administrative duties, reporting, and strategic planning. Deliverables and deadlines are non-negotiable.


Weekly Executive Deliverables (submitted to AVP of Operations)

• Schedule Management & Utilization Report: Report on consistent attendance and full utilization tracking.
• Survey Management Tracking: Status of post-service member surveys, including critical feedback escalation.
• Lab Kit Tracking System: Updates on status for each member's lab kit process.
• Member Service Associate Shift Schedule: Complete schedule for the following week

Quarterly / Annual Deliverables

• Retention Data Reporting: Assistance with retention data reporting and outreach efforts for the Operations team.

Scheduling and Availability Requirements

• Must be available to work a standard 40-hour work week.
• Occasional flexibility is required for special member events.

Performance Scorecard (Minimum Standards)Standards are monitored continuously and may be updated by the AVP of Operations and the CMO. Failure to meet mandatory requirements or persistent underperformance may result in corrective action up to and including termination.


Category | Metric | Minimum Standard / Target | Evidence / Reporting
Revenue Retention | Member Churn Rate | <3% | Monthly P&L/Retention Reports
Customer Service | Net Promoter Score (NPS) | >90 | Member surveys (minimum 20 completed)
Work Quality | Work Scorecard Achievement | 100% | Proactive outreach (⅘ members contacted monthly); New Member Onboarding completion rate (100% of new members); Review Generation (2 Google reviews per month)
Qualifications and Requirements
Education and Experience

• Minimum 1 year in high-end customer service, hospitality, or wellness/fitness operations (required).

Technical Proficiency

• Proficient with CRM/Booking software (Mindbody) and standard office communication tools (required).
• Ability to learn and explain complex modalities is required.

Leadership and Behavioral Expectations

• Exceptional written and verbal communication skills; ability to maintain a warm, professional tone via text and email.
• A strong interest in biohacking, recovery science, or physical therapy is preferred.

Physical Requirements and Work Environment

• Ability to stand/walk for extended periods.
• Ability to lift up to 25 lbs (for moving supplies or assisting with equipment setup).
• Work is performed in a wellness facility environment with frequent member interaction. Project Wellbeing will provide reasonable accommodations consistent with applicable law.

Compensation, Benefits, and PerksCompensation terms are governed by the offer letter and/or compensation plan documents. This summary may change at the company’s discretion.

Compensation Component | Details | Basis / Notes
Base Annual Salary | $40,000 | 80% of total compensation;
Variable / Incentive Pay | Revenue Bonus (max $2,500) | Eligibility based on keeping churn rate below 3%.
Variable / Incentive Pay | Customer Satisfaction Bonus (max $1,250) | Eligibility based on NPS Score >90
Variable / Incentive Pay | Work Quality Bonus (max $1,250) | Eligibility based on work scorecard achievement

Benefits Package

• Health Insurance: This position does not include company-sponsored health, dental, or vision insurance coverage.
• Paid Time Off (PTO): Employees accrue up to 40 hours of PTO annually, as defined by company policy and compliant with Nevada labor laws.

In-Kind Wellness Benefits (Perks)

• Unlimited Access to Recovery Modalities: Includes use of Sauna, Cold Plunge, Red Light, PEMF, etc. (during non-peak hours).
• Estimated Market Value: $599/month (non-cash benefit; subject to change).

Document Control and General Terms

• This job description describes the role’s primary responsibilities and minimum standards. It does not create a contract of employment.
• Project Wellbeing may modify duties, reporting relationships, schedules, and compensation structures based on business needs, consistent with applicable law.
• Employment is at-will unless otherwise stated in a separate written agreement signed by authorized company leadership.
• The Member Experience Concierge must follow all company policies and procedures, including confidentiality and information security requirements.