Member Experience Leader

EōS Fitness; Mesa (AZ); On-site; USD 53,010,000 - 58,741,000; Full time

Benefits offered by this job

Free membership

Daily Pay

401(k) matching

Health benefits (medical, dental, etc)

Vacation and sick pay

Employee referral program

Professional development opportunities

Sophia Learning access

Merchandise discounts

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 leads front desk staff, resolves billing issues, and trains gym staff to ensure a clean, friendly, and well-maintained facility.

Responsibilities include addressing member concerns, improving retention, responding to feedback, and partnering with department managers to uphold our core values and mission of creating loyal, lifelong fans and

Qualifications

• 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.
• 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

Leadership

Communication

Multitasking

Fitness software

Billing knowledge

Tools

Fitness management software

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 leads front desk staff, resolves billing issues, and trains gym staff to ensure a clean, friendly, and well-maintained facility.

Responsibilities include addressing member concerns, improving retention, responding to feedback, and partnering with department managers to uphold our core values and mission of creating loyal, lifelong fans and