Member Experience Lead

VASA Fitness; Livonia (IN); On-site; USD 21,000 - 30,000; Full time

Benefits offered by this job

Paid Time Off

Paid Holidays

Paid Parental Leave

Medical Benefits

401k Options

Free Gym Memberships

Job summary

VASA Fitness in Livonia is seeking a Member Experience Lead (MEL) to coach and develop the MES team, drive a welcoming guest journey, and support the GM with staffing and training. You will cultivate an uplifting club culture and ensure exceptional member experiences.

The role requires 3+ years in customer service and leadership, strong communication, and CPR certification within 30 days. This is an hourly, non-exempt position with commission opportunities.

Qualifications

• Minimum high school diploma or GED; bachelor’s degree preferred.
• 3+ years in customer service in retail, restaurant, or in-person service.
• 3+ years leading operational teams.
• Strong verbal and written communication skills.
• Ability to build relationships quickly and positively influence others.
• Personal interest in health, wellness, fitness, and nutrition.
• CPR certification within first 30 days of employement.
• Background check required.

Responsibilities

• Support the GM by forecasting staffing needs.
• Conduct interviews with MES candidates and assist hiring.
• Schedule and facilitate MES training.
• Coach MES staff and provide in-the-moment feedback.
• Lead recruitment to build a high‑performing MES team.
• Promote a welcoming, uplifting club culture.
• Assist in creating and executing sales plans.

Skills

Customer service

Leadership

Communication

Relationship building

Coaching

Education

High School Diploma or GED

Bachelor's degree preferred

Job description

POSITION DESCRIPTION

POSITION TITLE: Member Experience Lead (MEL)

REPORTS TO: General Manager

DIRECT REPORTS: Member Experience Specialists

FLSA: Hourly, Non-Exempt

COMPENSATION: $18.70 per hour + Commission and Bonus Opportunities!

JOIN OUR TEAM

At VASA Fitness, we want to create an uplifting experience for everyone by offering inclusive, accessible, and on-trend fitness. The foundation of our brand is rooted in a culture centered on unity, passion, love, integrity, fun, and trust. Because our culture is alive--embodied by members and team members alike--VASA is a place where lives are changed because of authentic connections made within our supportive community.

Our people BELIEVE in our brand, are HARD WORKING, have HIGH STANDARDS, and GIVE ENERGY to others.

We are opening a brand-new club—and we’re building the team now. Training begins in October! This is a unique opportunity to train together, grow together, and help shape the culture from day one.

You’ll travel to another market for training at an established club—learning the role, building connections, and bringing that experience back to launch your new location.

BENEFITS

• 40 Hours Per Week Employees: Paid Time Off, Paid Holidays, Paid Parental Leave, Medical Benefits, 401k Options, and 2 Free Complimentary Gym Memberships-- One for yourself and one to give away!

Come join VASA Fitness and join a passionate, fun, and united team!

We are proud to be a 'Great Place to Work' certified company!

PURPOSE

The Member Experience Lead (MEL) is engaging, positive, diligent, organized, and knows how to drive their club towards results. The ideal candidate has a take-charge personality and a reputation for getting things done. The MEL is responsible for supporting the General Manager and continually developing a high-performing team within the club. The MEL leads by example and coaches their Member Experience Specialists (MES) on how to provide a world-class experience for VASA members.

EXECUTION DELIVERABLES

• Ensure all MES create and maintain our "UPLIFT" culture in the club
• Implements the welcoming, non-intimidating VASA experience through our guest-to-member journey and creates an exceptional brand experience for guests and members
• Responsible for recruiting, hiring, and training all MES team members
• Lead by example and ensure our UPLIFTing culture and values are the foundation for every communication and interaction
• Promote REVIVE sales, our in-club snack, drink, gear, and apparel shop
• Maintain the club so equipment is functioning, the facilities are clean, and staff are friendly and helpful

MANAGEMENT RESPONSIBILITES

• Support the General Manager (GM) by forecasting upcoming staffing needs
• Have frequent conversations with MES team members to understand changing work
• Work with the GM to schedule and conduct interviews and ensure the right candidates are hired for open positions
• Schedule and facilitate training for new MES team members
• Collaborate with the GM to create a welcoming environment for interview candidates and new hires
• Constantly evaluate team member-to-member interactions
• Provide in-the-moment coaching and feedback to recognize success and address opportunities for improvement
• Delegate tasks to maximize efficiencies and create balanced workloads and validate completion
• Teach and coach MES staff on VASA's non-intimidating approach on how to convert a guest to a member
• Support GM in creating sales plans that are achieved by addressing and coaching successful behaviors and tactics

LEADERSHIP AND COACHING

• Communicate, lead by example, and motivate your team to understand and develop passion for the brand, our values, and our approach
• Proactively provide ideas and solutions to help move the business forward
• Ability to prioritize tasks to achieve club goals during scheduled shifts and be able to adjust priorities as the business dictates
• Delegate tasks and responsibilities to ensure work is completed and club goals are achieved
• Build trust and strong relationships with all team members
• Provide coaching in the moment that inspires commitment and positive change
• Give input and feedback to GM in succession planning conversations

Qualifications

REQUIRED QUALIFICATIONS

• High School Diploma or GED required; Bachelor's degree preferred
• 3+ years customer service in a retail, restaurant or in-person based service industry
• 3+ years leading operational teams
• Strong verbal and written communication skills
• Build relationships by establishing trust quickly and positively influencing others
• Personal interest in health, wellness, fitness, and nutrition
• CPR Certified within the first 30 days of employement
• Pass a background check

WORKING CONDITIONS

Primary work in a fitness facility and office setting. Temperature variations can occur. The environment includes some ambient noise such as talking and use of gym equipment and machinery

PHYSICAL AND MENTAL ACTIVITIES AND REQUIREMENTS

• Talking: Especially where one must frequently convey detailed or important instructions or ideas accurately, loudly, or quickly.
• Physical Strength: Non-Sedentary work, standing and walking most of the time. Must be able to lift, push, pull, and move a minimum of 50 pounds.
• Reasoning Ability: Ability to deal with a variety of variables under limited standardization. Able to interpret various instructions and relay instructions to clients
• Attendance is an essential duty of the position. Employees must work regularly scheduled shifts, during business hours to assist members and sell services in-person.

This position description intends to describe the general nature and level of work being performed by people assigned to this job. It is not intended to include all duties and responsibilities. The order in which duties and responsibilities are listed is not significant.

VASA Fitness is an Equal Opportunity Employer

30070 Plymouth Road, Livonia, Michigan 48150

NCO

Compensation

$18.70 per Hour + Commission Eligibility!

Location

Livonia MI