Member Experience Leader | Front Desk & Retention

Eosfitness; Roy (UT); On-site; USD 21,000 - 23,000; Full time

Benefits offered by this job

Free gym membership for you and a plus

401(k) + company matching

Employee referral program

Daily pay option

Health, dental, vision

Job summary

EōS Fitness in Utah is seeking a dynamic Member Experience Manager to support members and guests by delivering best-in-class service, resolving billing issues, and responding to feedback. You will partner with gym managers to train, motivate, and develop the front desk staff while ensuring the facility is clean, friendly, and well-maintained.

This role focuses on driving member satisfaction, implementing retention strategies, and maintaining a welcoming environment that aligns with our core

Qualifications

• Proven experience in customer service or front-line leadership in fitness, hospitality, or service industries.
• Excellent communication (written and verbal) 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 and Microsoft Office Suite.
• Knowledge of fitness industry operations, including membership management and billing processes.

Responsibilities

• Takes initiative to enhance the member experience.
• Serve as first point of contact for member concerns, ensuring quick resolution of service issues and billing questions.
• Address member complaints professionally and empathetically to maintain high retention.
• Develop and execute strategies to engage members and support retention.
• Monitor trends in member satisfaction and provide insights to improve retention.
• Collaborate with gym managers to review member surveys and feedback promptly.
• Ensure members feel heard and valued with open communication.
• Support online reputation management by reviewing member comments across platforms.
• Partner with Operations Manager to train and coach the front desk team for best-in-class service.
• Support facility operations including cleanliness standards and safety protocols.
• Model company core values in daily interactions.

Skills

Customer service leadership

Communication

Multitasking

Organizational skills

Proficiency with fitness management软件

Tools

Fitness management software

Job description

EōS Fitness in Utah is seeking a dynamic Member Experience Manager to support members and guests by delivering best-in-class service, resolving billing issues, and responding to feedback. You will partner with gym managers to train, motivate, and develop the front desk staff while ensuring the facility is clean, friendly, and well-maintained.

This role focuses on driving member satisfaction, implementing retention strategies, and maintaining a welcoming environment that aligns with our core