Member Experience Manager

EōS Fitness; Indio (CA); On-site; USD 27,414 - 30,169; Full time

Benefits offered by this job

Free membership for you and one family member

Discounted Personal Training and merchandise

Employee referral program

Daily Pay offered

401(k) with company matching

Job summary

Dormont Manufacturing Co in Indio, California, is seeking a Member Experience Manager to develop a customer-focused team that delivers exceptional service and achieves business objectives. The role involves leading the front desk team, resolving member concerns, and enhancing the overall member experience.

The ideal candidate will have a background in customer service and strong communication skills. Position includes a competitive pay range of $19.90—$21.90 USD per hour, along with various benefits such as health insurance and 401(k) matching.

Qualifications

• Proven experience in customer service or leadership.
• Ability to thrive in a fast-paced environment.
• Strong organizational skills and attention to detail.

Responsibilities

• Enhance member experience and resolve issues.
• Support member retention and personalization strategies.
• Lead and train the front desk team.

Skills

Customer service

Communication skills

Problem-solving

Multitasking

Organizational skills

Fitness management software

Tools

Microsoft Office Suite

Social media platforms

Job description

Member Experience Manager

EōS Fitness is bold, upbeat, and motivating. Our Core Purpose is to create loyal, lifelong fans and exercise practitioners. To achieve this purpose, we uphold core values: Take Personal Responsibility, Be Optimistic & Have Fun, Learn & Grow, Be A Team Player, and Fight Hard To Win.

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.
• 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.

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 and lift more than 40 lbs.

California Pay Range

$19.90—$21.90 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 (eligibility based on tenure and employment type).
• 401(k) with company matching.
• Personal education growth options with Sophia Learning.

Equal Opportunity Statement

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.