Member Experience Lead – Elevate Gym Culture & Retention

EōS Fitness; Rancho Santa Margarita (CA); Vor Ort; USD 26.000 - 29.000; Vollzeit

Benefits dieser Stelle

Free gym membership for you and family

Daily pay option

Health, dental, vision insurance

401(k) with company match

Employee growth opportunities

Referral program

Zusammenfassung

EōS Fitness is seeking a dynamic Member Experience Manager to support members and guests with exceptional service, resolve billing issues, and respond to feedback. You will train and motivate front desk staff while ensuring a clean, friendly, well-maintained facility.

Align with department managers to drive overall gym success. Responsibilities include leading initiatives to enhance member experience, addressing concerns, and developing strategies to engage members and improve retention.

Qualifikationen

• 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.

Aufgaben

• 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 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.

Kenntnisse

Customer service

Leadership

Communication

Problem-solving

Multitasking

Organizational skills

Fitness software

Social media

Microsoft Office

Tools

Fitness management software

Social media platforms

Microsoft Office Suite

Jobbeschreibung

EōS Fitness is seeking a dynamic Member Experience Manager to support members and guests with exceptional service, resolve billing issues, and respond to feedback. You will train and motivate front desk staff while ensuring a clean, friendly, well-maintained facility.

Align with department managers to drive overall gym success. Responsibilities include leading initiatives to enhance member experience, addressing concerns, and developing strategies to engage members and improve retention.