Member Experience Manager

EōS Fitness; Buena Park (CA); On-site; USD 40,000 - 70,000; Full time

Job summary

An established industry player in the fitness sector is seeking a dynamic Member Experience Manager to elevate customer service standards. This role is pivotal in fostering a welcoming environment, addressing member concerns, and training front desk staff. You will collaborate closely with department managers to ensure a clean and friendly facility while embodying core values that promote teamwork and personal responsibility. If you thrive in a fast-paced environment and are passionate about creating loyal fitness enthusiasts, this opportunity is perfect for you. Join a vibrant team dedicated to making a positive impact on the lives of members and guests alike.

Benefits

Free membership for employee and one family member

Discounted Personal Training

Competitive pay

Health, dental, and vision insurance

401(k) with Company matching

Employee referral program

Paid vacation, holiday, and sick pay

Pet Insurance

Collaborative team environment

Professional development support

Qualifications

• Proven experience in customer service or front-line leadership, preferably in fitness or hospitality.
• Excellent communication, problem-solving, and interpersonal skills are essential.

Responsibilities

• Serve as the first point of contact for member concerns, ensuring quick resolution.
• Collaborate with gym managers to enhance member experience and retention.

Skills

Customer Service

Leadership

Communication Skills

Problem-Solving

Organizational Skills

Interpersonal Skills

Multitasking

Tools

Membership Management Software

Point of Sale Software

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: fight hard to win, take personal responsibility, be optimistic and have fun, learn and grow, and be a team player.

We are seeking a dynamic and highly organized Member Experience Manager to support EōS members and guests by delivering best-in-class service. Reporting to the Operations Manager this individual will be responsible for delivering exceptional customer service, addressing member concerns, resolving billing issues, and responding to member feedback. The Member Experience Manager will partner with gym department managers to train, motivate, and develop front desk staff while ensuring that our facility is clean, friendly, and well-maintained. As a key leader in our Company, you will model our core values and work closely with department managers to support the overall success of the gym.

Departments: Operations

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

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

Responsibilities:

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

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 membership management and/or point of sale software, social media platforms, and Microsoft Office Suite.

Requirements:

• Must successfully pass background check.
• Must obtain a CPR certification within the first 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 computer system, read reports from a computer data base or email system.
• Ability to bend routinely and repetitively to lift more than 40 lbs.

Benefits and Perks:

• A highly energetic and collaborative team.
• A management team that cares about your professional development.
• Free membership for you and plus one family member.
• Discounted Personal Training, and merchandise -- including supplements.
• Competitive pay plus vacation, holiday, and sick pay.
• Group Health, dental, vision, Supplemental Life, Employee Assistant Program and even Pet Insurance are offered!
• Employee referral program.
• 401(k) + Company matching!

Schedule: 11:00 am -- 8:00 pm with a 1-hr break

Days worked Mon, Wed, Thurs, Sat, Sun or Mon, Thurs, Fri, Sat, Sun

Job Type: Full-Time, non-exempt

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.