Member Experience Leader - Guest Happiness & Retention

EōS Fitness; Rancho Santa Margarita (CA); On-site; USD 27,000 - 30,000; Full time

Benefits offered by this job

Free membership for you and family

Daily Pay

401(k) matching

Health, dental, vision

Professional development

Employee referral program

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. You will train front desk staff, address member concerns, resolve billing issues, and partner with gym managers to keep the facility clean, friendly, and well-maintained.

As a key leader, you will drive strategies to engage members, monitor satisfaction trends, and improve retention while upholding our core values and delivering on our mission.

Qualifications

• Experience in customer service or front-line leadership in fitness, hospitality, or service.
• Excellent written and verbal communication, 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 MS Office Suite.
• Knowledge of fitness industry operations, including membership management and billing.

Responsibilities

• Takes initiative to enhance the member experience.
• Serve as first contact for member concerns, resolving service issues and billing questions.
• Address member complaints with professionalism and empathy to maintain retention.
• Develop and execute strategies to engage members and improve retention.
• Monitor trends in member satisfaction and provide actionable insights.
• Collaborate with gym managers to respond to surveys and feedback promptly.
• Ensure members feel heard and valued with open communication.
• Support online reputation management and maintain a consistent voice.
• Lead, train, and coach the front desk team with ongoing feedback.
• Support facility operations including cleanliness and safety protocols.
• Model the company values in daily interactions and decision-making.
• Inspire the team to uphold the company culture and mission.

Skills

Customer service leadership

Excellent communication

Multitasking

Organizational skills

Fitness software

Social media

Microsoft Office Suite

Fitness operations knowledge

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. You will train front desk staff, address member concerns, resolve billing issues, and partner with gym managers to keep the facility clean, friendly, and well-maintained.

As a key leader, you will drive strategies to engage members, monitor satisfaction trends, and improve retention while upholding our core values and delivering on our mission.