Member Experience Leader: Service & Retention

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

Benefits offered by this job

Free gym membership for you and a plus

Daily Pay

401(k) with company match

Health, dental, vision benefits

Professional development opportunities

Sophia Learning

Job summary

EōS Fitness in Bradenton, FL is seeking a dynamic Member Experience Manager to elevate the member journey, address concerns, and ensure a welcoming, well-maintained gym environment. You will lead front desk staff, collaborate with department managers, and drive customer satisfaction while upholding core values.

The role focuses on delivering best-in-class service, resolving billing issues, and developing a high-retention culture through proactive outreach and feedback analysis.

Qualifications

• Proven experience in customer service or front-line leadership.
• 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, social media platforms, and Microsoft Office.

Responsibilities

• Takes initiative to enhance the member experience.
• Serve as the first point of contact for member concerns, ensuring quick resolution.
• Address member complaints with professionalism and empathy to maintain retention.
• Support member retention through strategies to engage members and personalized outreach.
• Monitor trends in member satisfaction and provide actionable insights.
• Collaborate with gym managers to review and respond to surveys and feedback.
• Ensure members feel heard and valued with open communication.
• Support online reputation management by reviewing member comments across platforms.
• Lead and coach the front desk team with Operations Manager support.
• Support facility operations including cleanliness and safety.

Skills

Customer service

Front-line leadership

Excellent communication

Multitasking

Organizational skills

Fitness industry knowledge

Job description

EōS Fitness in Bradenton, FL is seeking a dynamic Member Experience Manager to elevate the member journey, address concerns, and ensure a welcoming, well-maintained gym environment. You will lead front desk staff, collaborate with department managers, and drive customer satisfaction while upholding core values.

The role focuses on delivering best-in-class service, resolving billing issues, and developing a high-retention culture through proactive outreach and feedback analysis.