The Membership Advisor (MA) Role
The MA is the "closer" and the "gatekeeper." Their primary objective is to maximize the Lifetime Value (LTV) of every person who contacts the Glendale or Culver City locations.
Primary Responsibilities:
Lead Management: Speed-to-lead for all new inquiries via the website or phone.
Onboarding: Handling the technical setup in 17hats and ensuring the member journey starts correctly.
Retention (The "Save"): Managing all cancellation requests. Their goal is to convert a "drop" into a "freeze" or a "tier-downgrade" instead of a total loss.
Tier Optimization: Reviewing current member usage to upsell them to higher-value memberships.
Administrative Accuracy: Managing transfers between the two locations and ensuring billing data is spotless.
2. Support Structure: The Front Desk "Air Traffic Controller."
For this to work, the Front Desk staff must be trained to relinquish control of membership conversations.
Front Desk Scope: Safety, check-ins, retail (merchandise/drinks), and basic facility FAQs.
The Referral Pipeline: If a member asks about a price change or a cancellation, the Front Desk says: "I want to make sure that's handled perfectly for you—let me get you in touch with our Membership Advisor who manages all accounts."
Tech Support: The Front Desk should have a simple digital "Lead Catch" form to pass walk-in inquiries to the MA immediately.
3. Compensation & Commission Structure
Since this is a commission-heavy role, the goal is to incentivize Growth and Persistence.
Base Pay
Minimum Rate: A "Floor" hourly wage (meeting CA local requirements) that acts as a draw against commissions or a small safety net.
Commission Tiers
Action Type Commission Detail Logic
New Membership Sign-up
20–30% of the first month's dues
High incentive for growth.
Membership "Save"
Flat fee ($25–$50) per saved drop
Cheaper than acquiring a new lead.
Membership Anniversary
Small % of the annual renewal
Incentivizes the MA to keep the member happy in the long term.
Successful Upsell
50% of the price difference for Month 1
Encourages moving members to higher tiers.
4. Implementation Plan for FR3RUNNING Society
Phase 1: The Pilot (One Person)
Assign one person to handle both Glendale and Culver City remotely or on a roving schedule. This individual needs high-level access to 17hats and ICP.
Phase 2: The "Wall" Strategy
Update our phone system and website contact forms.
Press 1 for Membership & Joining (Goes to MA)
Press 2 for Facility & Today's Schedule (Goes to Front Desk)
Phase 3: Performance Review
After 90 days, compare our Churn Rate and Lead Conversion Rate to the previous year. The MA should essentially pay for their own salary through the "savings" and new sign-ups they generated that the Front Desk would have missed.
