Member Experience Lead — Service & Retention Champion

Eosfitness; Phoenix (AZ); On-site; USD 25,000 - 28,000; Full time

Benefits offered by this job

Free membership for you and plus one

Daily Pay offered

Group Health, dental, vision

Job summary

EōS Fitness is seeking a dynamic Member Experience Manager to support members and guests by delivering best-in-class service. You’ll train, motivate, and develop front desk staff while ensuring a clean, friendly, and well-maintained facility.

You will model our core values and work with gym managers to drive overall success. Responsibilities include resolving member concerns, addressing billing questions, and leading initiatives to enhance retention and satisfaction.

Qualifications

• Proven experience in customer service or front-line leadership.
• Excellent communication and interpersonal skills.
• Ability to multitask in a fast-paced, customer-facing environment.
• Proficiency with fitness management software and Microsoft Office Suite.

Responsibilities

• Take initiative to enhance the member experience and address concerns promptly.
• Serve as the first point of contact for member concerns, resolving issues and billing questions.
• Maintain professional and empathetic responses to member complaints to support retention.
• Develop and implement strategies to engage members and assist with personalized outreach.
• Monitor member satisfaction trends and provide insights to improve service quality.
• Collaborate with department managers to review surveys and feedback and drive improvements.

Skills

Customer service

Leadership

Communication

Multitasking

MS Office

Fitness management software

Tools

Fitness management software

Job description

EōS Fitness is seeking a dynamic Member Experience Manager to support members and guests by delivering best-in-class service. You’ll train, motivate, and develop front desk staff while ensuring a clean, friendly, and well-maintained facility.

You will model our core values and work with gym managers to drive overall success. Responsibilities include resolving member concerns, addressing billing questions, and leading initiatives to enhance retention and satisfaction.