Member Experience Lead: Front Desk & Retention

EōS Fitness; San Tan Valley (AZ); On-site; USD 25,000 - 28,000; Full time

Benefits offered by this job

Free gym membership for you and a plus

Daily Pay offered

401(k) + Company matching

Health, dental, vision

Paid vacation/holiday/sick pay

Employee referral program

Sophia Learning education options

Job summary

EōS Fitness is seeking a dynamic Member Experience Manager to support members and guests with best-in-class service. You will resolve billing issues, address concerns, and train front desk staff while ensuring a clean, welcoming gym environment.

As a key leader, you will model core values and collaborate with department managers to drive overall gym success. Responsibilities include developing engagement strategies, monitoring satisfaction trends, and ensuring quick resolution of service issues.

Qualifications

• Proven experience in customer service or front-line leadership.
• Excellent communication (written and verbal) 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.

Responsibilities

• Takes initiative to enhance member experience.
• Serve as first point of contact for member concerns and billing questions.
• Address member complaints with professionalism and empathy to maintain retention.
• Support member retention through developing engagement strategies and personalized outreach.
• Monitor trends in member satisfaction and provide actionable insights.
• Collaborate with gym managers to respond to member feedback promptly.
• Ensure members feel heard and valued and maintain open communication.
• Support online reputation management by reviewing member comments across platforms.
• Lead and coach front desk team to maintain best-in-class customer service.
• Support facility operations including cleanliness standards and safety protocols.

Skills

Customer service

Front-line leadership

Communication

Multitasking

Problem solving

Education

Fitness management software knowledge

Tools

Microsoft Office

Job description

EōS Fitness is seeking a dynamic Member Experience Manager to support members and guests with best-in-class service. You will resolve billing issues, address concerns, and train front desk staff while ensuring a clean, welcoming gym environment.

As a key leader, you will model core values and collaborate with department managers to drive overall gym success. Responsibilities include developing engagement strategies, monitoring satisfaction trends, and ensuring quick resolution of service issues.