Member Experience Leader - Front Desk & Retention

EōS Fitness; Pasadena (TX); On-site; USD 17,000 - 24,000; Full time

Benefits offered by this job

Free gym membership for you and a +1

Daily Pay

401(k) with company matching

Group health, dental, vision

Employee assistance program

Staff training and development

Discounted personal training and merch

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 at our NEW gym opening. You will lead the front desk team, resolve billing questions, and partner with department managers to maintain a clean, welcoming facility that reflects our core values.

The role focuses on enhancing member satisfaction, training staff, addressing feedback, and driving retention.

Qualifications

• Proven experience in customer service or front-line leadership in 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.

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 at our NEW gym opening. You will lead the front desk team, resolve billing questions, and partner with department managers to maintain a clean, welcoming facility that reflects our core values.

The role focuses on enhancing member satisfaction, training staff, addressing feedback, and driving retention.