Member Experience Lead - Customer Success & Retention

EōS Fitness; Texas; Hybrid; USD 18,000 - 25,000; Full time

Benefits offered by this job

Free membership for you and plus one

Daily Pay offered

Health, dental, vision

401(k) + Company matching

Education growth options

Job summary

EōS Fitness is seeking a dynamic, highly organized Member Experience Manager to deliver best-in-class service to members and guests. You will train front desk staff, resolve billing issues, and partner with gym managers to maintain a clean, welcoming facility.

As a key leader, you will model our core values, engage with departments to support gym success, and drive programs that boost member satisfaction and retention.

Qualifications

• Proven experience in customer service or front-line leadership in fitness, hospitality, or service.
• Excellent written and verbal communication and interpersonal skills.
• Ability to multitask in a fast-paced, customer-facing environment.
• Strong organizational skills and attention to detail.
• Knowledge of fitness industry operations, including membership management and billing.

Responsibilities

• Takes initiative to enhance the member experience.
• Serve as the first point of contact for member concerns and billing questions.
• Address member complaints with professionalism and empathy to support retention.
• Develop and execute strategies to engage members and improve retention.
• Monitor member satisfaction trends and provide insights for improvement.
• Collaborate with gym managers to respond to surveys and feedback promptly.
• Ensure members feel heard and valued with open communication.
• Support online reputation management with a consistent, professional voice.
• Partner with Operations Manager to train and coach the front desk team.
• Support facility operations including cleanliness and safety protocols.

Skills

Customer service leadership

Communication skills

Multitasking

Organizational skills

Fitness industry operations

Tools

Fitness management software

Microsoft Office Suite

Social media platforms

Job description

EōS Fitness is seeking a dynamic, highly organized Member Experience Manager to deliver best-in-class service to members and guests. You will train front desk staff, resolve billing issues, and partner with gym managers to maintain a clean, welcoming facility.

As a key leader, you will model our core values, engage with departments to support gym success, and drive programs that boost member satisfaction and retention.