Member Experience Specialist

About the Role

The Member Experience Lead (MEL) creates an uplifting, inclusive, and welcoming experience for members and guests. This position supports the General Manager, leads the Member Experience team, and helps drive club performance by ensuring a positive, non-intimidating environment while coaching team members to deliver excellent customer service and achieve sales goals.

Responsibilities

• Ensure Member Experience Specialists create and maintain a positive, welcoming culture within the club.
• Implement a welcoming guest-to-member journey and create an exceptional experience for guests and members.
• Assist with recruiting, hiring, and training Member Experience Specialists.
• Lead by example and ensure company values are reflected in all communications and interactions.
• Promote in-club retail products, including snacks, beverages, gear, and apparel.
• Help maintain the club by ensuring equipment is functioning, facilities are clean, and staff are friendly and helpful.
• Support the General Manager by forecasting upcoming staffing needs and maintaining frequent communication with team members.
• Schedule and conduct interviews, assist in selecting qualified candidates, and facilitate training for new team members.
• Evaluate team member interactions and provide in-the-moment coaching and feedback.
• Delegate tasks to maximize efficiency, balance workloads, and ensure completion.
• Coach team members on customer service and converting guests into members.
• Support the General Manager in developing and executing sales plans.
• Communicate effectively, lead by example, and motivate team members.
• Help team members understand and demonstrate the organization's values and service approach.
• Proactively provide ideas and solutions to improve business performance.
• Prioritize tasks to achieve club goals and adjust priorities as business needs change.
• Build trust and strong relationships with team members.
• Provide coaching that inspires commitment and positive change.
• Provide input to the General Manager regarding succession planning and employee development.

Requirements

• High School Diploma or GED required; Bachelor's degree preferred.
• 3+ years of customer service experience in retail, restaurant, fitness, or another in-person service environment.
• 3+ years of experience leading operational teams.
• Strong verbal and written communication skills.
• Ability to quickly build relationships, establish trust, and positively influence others.
• Personal interest in health, wellness, fitness, or nutrition.
• Must obtain current CPR certification.
• Must pass a background check.

Working Conditions

• Primary work is performed in a fitness facility and office setting with temperature variations and ambient noise from conversations, fitness equipment, and machinery.
• Frequent talking and communication, including conveying detailed or important instructions accurately and efficiently.
• Non-sedentary work requiring standing and walking for most of the shift.
• Ability to lift, push, pull, and move a minimum of 50 pounds.
• Regular attendance is required; must work scheduled shifts during business hours to assist members and sell services in person.

Pay

$19.00 per hour + commission + up to a $575 monthly bonus.

Benefits

• Complimentary gym memberships for all employees.
• Employees working 20+ hours per week may be eligible for healthcare benefits.
• Employees working 30+ hours per week may be eligible for:
  • Paid Time Off
  • Health, Dental, and Vision Benefits
  • Paid Parental Leave
• Employees working 40 hours per week may be eligible for:
  • Flexible Vacation Plan
  • Paid Holidays