Member Experience Manager

EōS Fitness; Hermitage (Mercer County); 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

Daily Pay offered

Group Health, dental, vision benefits

401(k) with company matching

Job summary

EōS Fitness is looking for a dynamic Member Experience Manager in Hermitage, PA. Responsibilities include delivering exceptional customer service, addressing member concerns, and training front desk staff to meet business objectives. The ideal candidate will have a proven track record in customer service, excellent communication skills, and the ability to adapt to a fast-paced environment. Benefits include competitive pay, free membership, and 401(k) matching. Join a team that values growth and collaboration.

Qualifications

• Experience in customer service or front-line leadership, preferably in fitness or hospitality.
• Strong communication skills in writing and verbally.
• Ability to thrive in a fast-paced environment.

Responsibilities

• Deliver exceptional customer service and resolve member concerns.
• Monitor trends in member satisfaction and provide insights.
• Train and motivate front desk staff.

Skills

Customer service experience

Excellent communication skills

Problem-solving skills

Organizational skills

Attention to detail

Multitasking ability

Interpersonal skills

Proficiency with fitness management software

Education

High school diploma or equivalent

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.

Core Purpose

To create loyal, lifelong fans and exercise practitioners.

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

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.
• 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 (Take Personal Responsibility, Be Optimistic & Have Fun, Learn & Grow, Be a Team Player, Fight Hard to Win) in all daily interactions and decision‑making.
• Acts as a leader who inspires the team to uphold the Company’s culture and deliver on the 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, and reading reports.
• Ability to bend routinely and repetitively 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 Assistance Program.
• 401(k) with company matching.
• Personal education growth options with Sophia Learning.
• Benefits based on eligibility, tenure, and full‑time vs. part‑time status.

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.

eVerify and accessibility statements have been omitted for clarity.