Member Experience Manager - New Gym Opening!

EōS Fitness; Comas; On-site; PEN 74,000 - 83,000; Full time

Benefits offered by this job

Free membership

Daily pay

401(k) match

Health benefits

Employee referral

Career development

Team environment

Job summary

EōS Fitness is seeking a leadership-focused professional to deliver an exceptional member experience and hit business objectives at our gym locations. You will lead a team to provide top-tier service, resolve issues quickly, and drive member retention through proactive outreach and personalized engagement.

The role requires strong communication, multitasking in a fast-paced environment, and collaboration with department managers to maintain high standards of cleanliness, safety, and member

Qualifications

• Experience in customer service or front-line leadership in fitness/hospitality/service.
• Excellent written and verbal communication, problem-solving, and interpersonal skills.
• Ability to multitask 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.
• Knowledge of fitness industry operations, including membership management and billing.

Responsibilities

• Takes initiative to enhance the member experience.
• Serve as first contact for member concerns; resolve service issues or billing questions.
• Address member complaints professionally and empathetically to maintain retention.
• Develop and execute strategies to engage members and address concerns.
• Monitor member satisfaction trends and provide insights to improve retention.
• Collaborate with gym managers to respond to surveys and feedback promptly.
• Ensure members feel heard and valued; maintain open communication.
• Support online reputation management with timely, consistent voice.
• Lead, train, and coach front desk team with Operations Manager.
• Support facility operations, including cleanliness and safety protocols.
• Uphold company values in daily interactions and decision making.
• Inspire the team to deliver on our core purpose of loyal fans and practitioners.

Skills

Customer service

Front-line leadership

Communication skills

Multitasking

Fitness software

Microsoft Office

Social media

Billing processes

Tools

Microsoft Office

Social media platforms

Job description

EōS Fitness is bold, upbeat, and motivating. Not only in our fitness routines, but in our work environment as well. Like our members, our employees know how to rise to a challenge and handle it head on. EōS Fitness's Core Purpose is to create loyal, lifelong fans and exercise practitioners. To achieve this purpose, our Core Values are: Take Personal Responsibility, Be Optimistic & Have Fun, Learn & Grow, Be A Team Player, and Fight Hard To Win.

Core Purpose

To create loyal, lifelong fans and exercise practitioners.

Position Purpose

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

Responsibilities

• Takes 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 developing and executing strategies to engage members, including promptly handling membership concerns, resolving service issues, and offering personalized outreach to members.
• 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 promptly, addressing any areas for improvement and celebrating successes.
• Ensure members feel heard and valued, maintaining an open line of communication.
• Support online reputation management by reviewing member comments on various platforms, ensuring a timely and consistent voice that reflects our values and professionalism.
• Partner with the Operations Manager to support, lead, train, and coach the front desk team, providing ongoing feedback and development to maintain best in class customer service.
• Partner with department managers and their teams to support facility operations, including cleanliness standards and safety protocols to provide the best-in-class member experience.
• Embody the Company's core values (e.g., Take Personal Responsibility, Be Optimistic & Have Fun, Learn & Grow, Be a Team Player, Fight Hard to Win) 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 of creating loyal, lifelong fans and exercise practitioners.

Qualifications

• 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.

Requirements

• Must successfully pass background check.
• Must Obtain a 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 into computer system, read reports from a computer data base or email system
• Ability to bend routinely and repetitively to lift more than 40 lbs.

Hourly Pay Range

$16—$18 USD

Benefits And Perks

• A highly energetic and collaborative team.
• A management team that cares about your professional development.
• Free membership for you and plus 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 Assistant Program are offered!*
• 401(k) + Company matching!*
• Personal education growth options with Sophia Learning.
• Based on eligibility of tenure and full-time vs. part-time employment.

EōS Fitness is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. Employment decisions are based on qualifications, merit, and business needs, without regard to race, color, religion, gender identity, sexual orientation, national origin, age, disability, or any other legally protected status.

Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled

EōS Fitness participates in the government eVerify program.

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