Member Experience Leader – Gym Customer Service

EōS Fitness; Phoenix (AZ); On-site; USD 25,000 - 29,000; Full time

Benefits offered by this job

Free family membership

Daily pay access

Health, dental, vision insurance

401(k) with company match

Professional development opportunities

Job summary

EōS Fitness is opening a new Phoenix gym and seeks a dynamic Member Experience Manager to lead a front desk team and deliver best-in-class member service. You will oversee member concerns, billing questions, and feedback, partnering with department managers to train staff and ensure a clean, welcoming environment.

The role emphasizes owning the member experience, driving retention through proactive outreach, and coordinating with operations to uphold cleanliness, safety, and brand values.

Qualifications

• Proven 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 Microsoft Office Suite.
• Knowledge of fitness industry operations, including membership management and billing processes.

Responsibilities

• Serve as the first point of contact for member concerns and ensure quick resolution of service issues and billing questions.
• Address member complaints with professionalism and empathy to maintain high retention.
• Develop and execute strategies to engage members and support retention.
• Monitor member satisfaction trends and provide insights to improve experiences.
• Collaborate with gym managers to respond to surveys and feedback promptly, celebrating successes.
• Support front desk team through training and coaching to maintain best-in-class service.
• Assist with facility operations, cleanliness standards, and safety protocols to enhance member experience.

Skills

Customer service

Front-line leadership

Communication

Problem-solving

Multitasking

Organizational skills

Fitness software

Social media

Microsoft Office

Fitness industry knowledge

Job description

EōS Fitness is opening a new Phoenix gym and seeks a dynamic Member Experience Manager to lead a front desk team and deliver best-in-class member service. You will oversee member concerns, billing questions, and feedback, partnering with department managers to train staff and ensure a clean, welcoming environment.

The role emphasizes owning the member experience, driving retention through proactive outreach, and coordinating with operations to uphold cleanliness, safety, and brand values.