Member Experience Lead - Gym Retention & Service

EōS Fitness; Mesa (AZ); On-site; USD 25,485 - 28,240; Full time

Benefits offered by this job

Free gym membership for you and a plus

Daily Pay offered

401(k) + Company matching

Group health insurance

Career development opportunities

Job summary

EōS Fitness is seeking a dynamic and highly organized Member Experience Manager to support members and guests by delivering best-in-class service. This role will train and motivate front desk staff, ensure a clean, friendly gym, and partner with department managers to drive retention and satisfaction.

Responsibilities include addressing member concerns promptly, resolving billing questions, and implementing engagement strategies to enhance the overall experience at a new gym opening.

Qualifications

• 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.
• 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 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.

Skills

Customer service

Front-line leadership

Communication

Multitasking

Organizational skills

Social media

Billing knowledge

Teamwork

Tools

Fitness management software

Microsoft Office

Job description

EōS Fitness is seeking a dynamic and highly organized Member Experience Manager to support members and guests by delivering best-in-class service. This role will train and motivate front desk staff, ensure a clean, friendly gym, and partner with department managers to drive retention and satisfaction.

Responsibilities include addressing member concerns promptly, resolving billing questions, and implementing engagement strategies to enhance the overall experience at a new gym opening.