Member Experience Lead - Gym Engagement & Retention

EōS Fitness; Henderson (NV); On-site; USD 22,000 - 25,000; Full time

Benefits offered by this job

Free gym membership for you and a plus

Employee referral program

Daily Pay offered

401(k) + company matching

Career development opportunities

Sophia Learning for personal growth

Job summary

EōS Fitness Henderson is seeking a dynamic Member Experience Manager for a new gym opening. You will lead the front desk team, ensure exemplary service, handle member concerns, and collaborate with department managers to maintain a clean, welcoming facility.

Responsibilities include training staff, addressing billing questions, responding to feedback, and driving initiatives to boost member retention and satisfaction while upholding the company ethos and safety standards.

Qualifications

• Proven experience in customer service or front-line leadership.
• Excellent communication, problem-solving and interpersonal skills.
• Ability to multitask in a fast-paced, customer-facing environment.
• Strong organizational skills and attention to detail.
• Familiarity with fitness industry operations and billing processes.

Responsibilities

• Takes initiative to enhance the member experience.
• Serve as first point of contact for member concerns and billing questions.
• Address complaints with professionalism and empathy to maintain retention.
• Develop and execute member engagement strategies and personalized outreach.
• Monitor member satisfaction trends and provide actionable insights.
• Collaborate with managers to respond to surveys and feedback promptly.
• Lead and coach front desk staff to maintain best-in-class service.
• Support facility operations, cleanliness, and safety protocols.

Skills

Customer service

Front-line leadership

Communication

Multitasking

Organization

Fitness management software

Social media

Microsoft Office

Fitness industry knowledge

Tools

Fitness management software

Social media platforms

Microsoft Office Suite

Job description

EōS Fitness Henderson is seeking a dynamic Member Experience Manager for a new gym opening. You will lead the front desk team, ensure exemplary service, handle member concerns, and collaborate with department managers to maintain a clean, welcoming facility.

Responsibilities include training staff, addressing billing questions, responding to feedback, and driving initiatives to boost member retention and satisfaction while upholding the company ethos and safety standards.