Member Experience Manager

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

Benefits offered by this job

Free membership for yourself and a family member

Discounted Personal Training and merchandise

401(k) with company matching

Competitive pay plus vacation, holiday, and sick pay

Group Health, dental, vision benefits

Daily Pay offered

Personal education growth options

Job summary

EōS Fitness is seeking a dedicated professional to enhance the member experience in Irvine, California. The role emphasizes exceptional customer service and team leadership, aligning with our core values to create loyal members.

Responsibilities include addressing member concerns, monitoring satisfaction trends, and collaborating with department managers. Candidates should possess strong communication skills and a background in customer service, preferably in the fitness industry. Join us for a fulfilling career in a dynamic environment!

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.
• Knowledge of fitness industry operations, including membership management and billing processes.

Responsibilities

• Identify enhancements to the member experience.
• Serve as first point of contact for member concerns.
• Address member complaints professionally and empathetically.
• Develop strategies to engage members.
• Monitor trends in member satisfaction to improve retention.
• Collaborate with managers on member surveys and feedback.
• Maintain communication with members.
• Manage online reputation by reviewing member comments.
• Lead and coach the front desk team.
• Support facility operations for best member experience.

Skills

Customer service experience

Communication skills

Problem-solving skills

Organizational skills

Multitasking ability

Tools

Fitness management software

Microsoft Office Suite

Social media platforms

Job description

EōS Fitness is bold, upbeat, and motivating. It values how employees rise to challenges head‑on. Core Purpose: To create loyal, lifelong fans and exercise practitioners. Core Values: Take Personal Responsibility, Be Optimistic & Have Fun, Learn & Grow, Be a Team Player, 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 (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 around 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 repetitively to 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 plus 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.
• 401(k) with company matching.
• Personal education growth options with Sophia Learning.
• Based on eligibility of tenure and full-time vs. part-time employment.

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.

EōS Fitness participates in the government eVerify program.