Member Experience Leader — Gym Service & Retention

EōS Fitness; Tampa (FL); On-site; USD 25,000 - 28,000; Full time

Benefits offered by this job

Free membership for you and plus one

Daily Pay offered

401(k) + Company matching

Group Health, dental, vision

Professional development

Sophia Learning

Paid time off

Job summary

EōS Fitness is seeking a dynamic Member Experience Manager in Tampa to deliver best-in-class service, resolve member issues, and coach front desk staff. You will partner with gym managers to maintain a clean, friendly facility and drive high retention through proactive engagement.

You will lead with our core values, manage membership-related questions, and play a key role in online reputation management while supporting operations and training initiatives.

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 (e.g., Take Personal Responsibility, Be Optimistic & Have Fun, Learn & Grow, Be a Team Player, Fight Hard to Win) 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

Organization

Fitness industry knowledge

Tools

Fitness management software

Microsoft Office

Social media platforms

Job description

EōS Fitness is seeking a dynamic Member Experience Manager in Tampa to deliver best-in-class service, resolve member issues, and coach front desk staff. You will partner with gym managers to maintain a clean, friendly facility and drive high retention through proactive engagement.

You will lead with our core values, manage membership-related questions, and play a key role in online reputation management while supporting operations and training initiatives.