Gym Member Experience Manager

Defined Fitness Inc; Sandia Heights (NM); On-site; USD 45,000 - 55,000; Full time

Benefits offered by this job

Gym Membership

Staff Pass

Discounted Personal Training

Pet Insurance

Life Insurance

Long-term Disability

401(k)

Job summary

Defined Fitness Inc. is seeking a Customer Service Manager to lead member experience and drive retention. You will oversee front desk operations, resolve member concerns, and ensure accurate billing while modeling a culture of hospitality.

You will manage a team of service professionals, collaborate with the General Manager, and implement engagement strategies to enhance club value across all facilities in the Albuquerque area.

Qualifications

• Minimum of two years’ management experience in service, hospitality, fitness or related industry (EoS or Crunch is a plus)
• Bachelor’s degree in business administration or related field preferred
• PC literate including Microsoft Office (excel proficiency) and various other products such as ABC, QuickBooks, and GymSales

Responsibilities

• Oversee lobby/check-in areas to ensure a welcoming, professional, and "cleanliness perfection" standard
• Execute strategies for member retention through appreciation events, open houses, and personalized outreach
• Primary point of contact for member concerns, billing disputes, and escalations with quick and tactful resolution
• Manage local partnerships (e.g., Red Bull) and insurance-based memberships) to add value to member experience
• Support club social media presence by reflecting our values and professionalism in digital member interactions
• Accurate processing of membership dues, personal training agreements, and ancillary revenue (retail/concessions)
• Completion of Daily Sales Reports (DSR) by 10 AM and perform revenue breakouts in QuickBooks
• Manage credit card/ACH chargebacks and work with collections to reduce bad debt and outstanding balances
• Communication of month-end AR reports, deferred revenue reports, and trend analysis (year-over-year) to the accounting team.
• Recruit, hire, train, and retain a highly functioning staff.
• Conduct weekly training sessions on member billing systems, POS software, and the "Defined Way" of hospitality
• Partner with General Manager to optimize member flow, facility detailing and lead facility during their absence
• Participate in various trainings such as GM Roundtable, Sales Bootcamp, and OM to stay aligned with company goals.

Skills

Management

Customer service

Conflict resolution

Interpersonal skills

Scheduling

Education

Bachelor’s degree in business administration or related field

Tools

QuickBooks

GymSales

Excel

Job description

Defined Fitness Inc. is seeking a Customer Service Manager to lead member experience and drive retention. You will oversee front desk operations, resolve member concerns, and ensure accurate billing while modeling a culture of hospitality.

You will manage a team of service professionals, collaborate with the General Manager, and implement engagement strategies to enhance club value across all facilities in the Albuquerque area.