Member Experience Director

Position Overview

This role is responsible for the relationships, communication, and follow through that make KOMA feel like a place families want to belong to, not just a class they attend. The goal is to free the Head Instructor to focus fully on the mat experience and student development.

We are looking for someone who comes alive around people. You light up walking a new family through the lobby, you remember kids' names and stories, and you follow through on every detail without being asked twice. The right person for this role is warm, social, and persuasive first, and organized second. If quiet and spreadsheets energize you more than people and conversation, this is not your role.

Compensation

• Base: $55,000–$60,000
• Bonus: $10,000–$20,000+
• Expected earnings: $65,000–$80,000+

Benefits

• 10 days paid time off
• Health insurance
• Matching SIMPLE IRA
• KOMA membership included for your own children
  
  

Key Responsibilities

Enrollment & Family Relationships

• Conduct warm, in person consultations with prospective families that build trust and excitement about KOMA
• Convert Intro to KOMA trials into memberships through genuine relationship building, follow up, and consistent communication
• Treat every lead, trial student, and inactive family as a relationship worth pursuing, never letting an inquiry go unanswered
• Track lead activity, intro performance, and conversion metrics, and use them to sharpen your approach
• Be the first friendly voice or face most families experience at KOMA
  
  

Retention & Student Experience

• Build real relationships with students and parents that make them want to stay
• Monitor attendance trends and personally reach out when a student starts to fade
• Celebrate promotions, milestones, and wins in a way that makes students and families feel seen
• Help create a culture where families feel like they belong, not just attend
  

Member Communication & Parent Relations

• Keep parents informed and engaged through email, text, phone calls, and in person conversation
• Respond to parent questions and concerns quickly, warmly, and professionally
• Reach out personally regarding missed reservations or attendance concerns
• Create a front desk experience that feels like walking into a friend's living room, not a waiting room
• Help build a strong, personal onboarding experience for new families
  

Membership & Billing Management

• Keep memberships, billing, waivers, and student accounts accurate and current
• Handle past due payments with the same warmth and directness you would want if it were your own account
• Maintain organized records without letting the paperwork take over the relationship work
  

Staff Scheduling & Coordination

• Coordinate instructor schedules and staffing needs
• Keep staff informed, prepared, and supported
  

Operations & Organization

• Keep the studio stocked with uniforms, retail items, office supplies, and cleaning supplies
• Keep curriculum materials, schedules, waivers, and event information organized and ready
• Build simple systems and checklists that keep things running without holding it all in your head
• Anticipate issues and solve them before they affect students or staff
  

Facility Management

• Keep the facility clean, organized, and welcoming at all times
• Notice maintenance issues early and get them handled
• Help the space feel as good as the relationships built inside it
  

Event Coordination

• Help plan and run belt tests, tournaments, workshops, camps, and special events
• Keep event communication, registration, and logistics organized and on time
• Bring the same energy to events that you bring to every other family interaction
  

Schedule Expectations

Full time role requiring availability during the academy's primary operating hours.

Typical Operating Schedule

• Monday through Thursday: 10:00 AM to 8:00 PM
• Friday: 10:00 AM to 7:00 PM
• Saturday: 7:45 AM to 12:00 PM

Additional hours may occasionally be required for tournaments, seminars, testing, camps, special events, staff meetings, or academy functions. Flexibility, reliability, and professionalism are essential to the role.

Qualifications

• Genuinely energized by people, conversation, and relationship building
• Comfortable and confident with sales, follow up, and asking for the close
• Warm and outgoing, able to make a stranger feel like a friend within minutes
• Organized enough to keep promises, follow systems, and not let details slip
• Strong communicator across email, text, phone, and in person conversation
• Able to work independently, solve problems, and take ownership without being micromanaged
• Professional appearance and attitude
• Experience in martial arts, fitness, sales, or relationship driven customer service preferred
  

Success Metrics

A successful Member Experience & Enrollment Director will:

• Increase intro to enrollment conversion rates
• Strengthen retention among existing students and families
• Help families feel personally known and cared for, not just processed
• Keep billing, memberships, and schedules accurate without letting it become the whole job
• Maintain a clean, professional, welcoming facility
• Reduce operational stress on instructors and leadership
• Create an environment where the Head Instructor can focus fully on teaching and student development

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