Member Experience Manager

Eosfitness; Atascocita (TX); On-site; USD 17,047 - 24,280; Full time

Benefits offered by this job

Free membership for you and one family member

Discounted Personal Training

Competitive pay with vacation and sick pay

401(k) with company matching

Daily Pay option

Job summary

EōS Fitness in Atascocita, Texas, seeks to hire a passionate team leader to enhance member experiences and ensure high retention rates. The role involves addressing member concerns, collaborating with gym managers, and embodying the company's core values in all interactions.

The ideal candidate will have customer service experience, strong communication skills, and the ability to multitask effectively. Great benefits include free membership, competitive pay, and professional development opportunities.

Qualifications

• Proven experience in customer service or front-line leadership, preferably in fitness or hospitality.
• Excellent communication (written and verbal) and problem-solving skills.
• Ability to multitask in a fast-paced, customer-facing environment.
• Strong organizational skills and attention to detail.

Responsibilities

• Enhance the member experience and resolve member concerns.
• Support retention through member engagement and service issue resolution.
• Monitor member satisfaction trends and provide actionable insights.
• Ensure a positive and professional brand voice in communications.

Skills

Customer service experience

Excellent communication skills

Problem-solving skills

Interpersonal skills

Multitasking ability

Organizational skills

Attention to detail

Proficiency with fitness management software

Tools

Microsoft Office Suite

Social media platforms

Job description

EōS Fitness is bold, upbeat, and motivating. Not only in our fitness routines, but in our work environment as well. Like our members, our employees know how to rise to a challenge and handle it head on. EōS Fitness' Core Purpose is to create loyal, lifelong fans and exercise practitioners. To achieve this purpose, our Core Values are: Take Personal Responsibility, Be Optimistic & Have Fun, Learn & Grow, Be A Team Player, and Fight Hard To Win.

Core Purpose: To create loyal, lifelong fans and exercise practitioners.

Position Purpose

Develop a team that delivers exceptional customer experience and hits business objectives.

Responsibilities

• Takes initiative in identifying ways to enhance the member experience.
• Serves as the first point of contact for member concerns, ensuring quick resolution of service issues, billing questions, or other concerns.
• Addresses member complaints with professionalism, empathy, and a solution-oriented mindset to maintain positive relationships and high retention rates.
• Supports member retention through developing and executing strategies to engage members, including promptly handling membership concerns, resolving service issues, and offering personalized outreach to members.
• Monitors trends in member satisfaction and provides actionable insights to improve retention and overall satisfaction.
• Collaborates with gym department managers to review and respond to member surveys and feedback promptly, addressing any areas for improvement and celebrating successes.
• Ensures members feel heard and valued, maintaining an open line of communication.
• Supports online reputation management by reviewing member comments on various platforms, ensuring a timely and consistent voice that reflects our values and professionalism.
• Partners 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.
• Partners with department managers and their teams to support facility operations, including cleanliness standards and safety protocols to provide the best-in-class member experience.
• Embodies 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.
• Serves 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.

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.

Requirements

• Must successfully pass background check.
• Must obtain a CPR certification within 30 days of employment.
• Must attend EōS Ethos and Customer Service Training within 30 days of employment.
• Ability to work in a gym setting; move about club floors and rooms; communicate with employees, members, and the public.
• Ability to access and operate the company computer system, including preparing documents, entering data into the system, and reading reports from the database or email system.
• Ability to bend routinely and repeatedly to lift more than 40 lbs.

Hourly Pay Range

$15 – $15 USD

Benefits and Perks

• A highly energetic and collaborative team.
• A management team that cares about your professional development.
• Free membership for you and one family member.
• Discounted Personal Training, and merchandise – including supplements.
• Employee referral program.
• Daily Pay offered – access your funds before payday.
• Competitive pay plus vacation, holiday, and sick pay.
• Group Health, dental, vision, Supplemental Life, and Employee Assistant Program are offered.
• 401(k) + Company matching.
• Personal education growth options with Sophia Learning.

EōS Fitness is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. Employment decisions are based on qualifications, merit, and business needs, without regard to race, color, religion, gender identity, sexual orientation, national origin, age, disability, or any other legally protected status.