Member Experience Manager - New Gym Opening!

EōS Fitness is bold, upbeat, and motivating—both in fitness routines and our work environment. Our employees rise to challenges head-on, embodying our Core Purpose: to create loyal, lifelong fans and exercise practitioners. Core Values: Take Personal Responsibility, Be Optimistic & Have Fun, Learn & Grow, Be A Team Player, and Fight Hard To Win.

About the role

We are seeking a dynamic and highly organized Member Experience Manager to support EōS members and guests by delivering best-in-class service. This role involves addressing member concerns, resolving billing issues, and responding to feedback while partnering with gym department managers to train and develop front desk staff. As a key leader, you will model our core values and ensure our facility remains clean, friendly, and well-maintained.

Position Purpose: Develop a team that delivers exceptional customer experience and hits business objectives.

Responsibilities

• Take initiative in identifying ways to enhance the member experience.
• Serve as the first point of contact for member concerns, ensuring quick resolution of service issues, billing questions, or other concerns.
• Address member complaints with professionalism, empathy, and a solution-oriented mindset to maintain positive relationships and high retention rates.
• Support member retention through strategies to engage members, including handling membership concerns, resolving service issues, and offering personalized outreach.
• Monitor trends in member satisfaction and provide actionable insights to improve retention and overall satisfaction.
• Collaborate with gym department managers to review and respond to member surveys and feedback, addressing areas for improvement and celebrating successes.
• Ensure members feel heard and valued, maintaining open communication.
• Support online reputation management by reviewing member comments on various platforms, ensuring a timely and consistent voice that reflects our values.
• Partner with the Operations Manager to lead, train, and coach the front desk team, providing ongoing feedback to maintain best-in-class customer service.
• Partner with department managers to support facility operations, including cleanliness standards and safety protocols.
• Embody the Company’s core values in all daily interactions and decision-making.
• Serve as a leader who inspires the team to uphold the Company’s culture and deliver on our core purpose.

Requirements

• Proven experience in customer service or front-line leadership, preferably in the fitness, hospitality, or service industry.
• Excellent communication (written and verbal), problem-solving, and interpersonal skills.
• Ability to multitask and thrive in a fast-paced, customer-facing environment.
• Strong organizational skills and attention to detail.
• Proficiency with fitness management software, social media platforms, and Microsoft Office Suite.
• Knowledge of fitness industry operations, including membership management and billing processes.
• Must successfully pass a background check.
• Must obtain CPR certification within 30 days of employment.
• Must attend EōS Ethos and Customer Service Training within 30 days of employment.
• Ability to work in a gym setting; move about club floors and rooms; communicate with employees, members, and the public.
• Ability to access and operate the Company computer system, including preparing documents, entering data, and reading reports.
• Ability to bend routinely and repetitively to lift more than 40 lbs.

Pay

Hourly Pay Range: $18.50—$20.50 USD

Benefits

• A highly energetic and collaborative team.
• A management team that cares about your professional development.
• Free membership for you and one family member.
• Discounted Personal Training and merchandise, including supplements.
• Employee referral program.
• Daily Pay offered—access your funds before payday.
• Competitive pay plus vacation, holiday, and sick pay.
• Group Health, dental, vision, Supplemental Life, and Employee Assistance Program (based on eligibility).
• 401(k) with Company matching (based on eligibility).
• Personal education growth options with Sophia Learning (based on eligibility of tenure and full-time vs. part-time employment).