Melissa Christie, Director of Member Experience and Integration Newtown Athletic Club, Newtown Pennsylvania
After working for Fortune 500 companies such as KPMG, Coca-cola and General Electric, Melissa Christie wanted a break from corporate America and a chance to channel her desire to make a direct impact on people’s lives. Joining the Newtown Athletic Club as a sales associate in 2011, she soon recognized the need to develop strong relationships with and properly integrate new members. Heeding the company’s mission of Making Lives Better, she began developing and implementing a program to on-board new members and reengage existing ones. That led to her assuming her current position in 2014. The resulting program involves members participating in a 90-day challenge that consists of a number of components, including a training session, a nutritional consultation and an equipment orientation. It’s helped increase club utilization, drive ancillary revenues and boost the club’s Net Promoter Score (NPS). Christie has shared this best practice at IHRSA and NEHRSA events, in webinars, and during sessions on customer engagement. She’s also developed the NAC Advocate Inner Circle, a group of “raving fans” who promote the club and receive special perks. “Bringing a smile to someone’s face and helping people become healthy are my rewards, ” she explains.
“Completely devoted to the member experience, Melissa passionately ‘sails a ship’ that includes every staffer to ensure that each member always receives the best treatment.” –Linda Mitchell, Director of Public and Government Relations, Newtown Athletic Club