Member Experience Manager

Eosfitness; Phoenix (AZ); On-site; USD 25,485 - 28,240; Full time

Benefits offered by this job

Free membership for you and a family member

Discounted Personal Training

Daily Pay offered

Health, dental, and vision insurance

401(k) with Company matching

Job summary

EōS Fitness in Phoenix, Arizona is seeking a dynamic and highly organized Member Experience Manager. This role focuses on delivering exceptional customer service, resolving member concerns, and enhancing overall member experience. As a leader, you will inspire the team, nurture member retention strategies, and ensure a welcoming environment.

The ideal candidate will have a background in customer service, strong communication skills, and the ability to thrive in a fast-paced gym atmosphere. EōS Fitness values personal responsibility, optimism, team spirit, and continuous learning.

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.

Responsibilities

• Take initiative in identifying ways to enhance the member experience.
• Serve as the first point of contact for member concerns.
• Address member complaints professionally and empathetically.
• Support member retention through engaging strategies.
• Monitor trends in member satisfaction and provide insights.
• Collaborate with gym department managers on member feedback.
• Ensure members feel heard and valued.
• Support online reputation management.
• Partner with the Operations Manager for team training and development.
• Embody the company's core values daily.

Skills

Customer service

Communication skills

Problem-solving

Multitasking

Organizational skills

Knowledge of fitness operations

Tools

Fitness management software

Microsoft Office Suite

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.

We are seeking a dynamic and highly organized Member Experience Manager to support EōS members and guests by delivering best-in-class service. 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.

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 into the system, and reading reports from a database or email system.
• Ability to bend routinely and repetitively to lift more than 40 lbs.

Hourly Pay Range

$18.50 — $20.50 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 are offered.
• 401(k) + 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. Please review the details of this program by clicking here.

We endeavor to make this site accessible to any and all users. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact the Recruiting Help Line at [e-mail] or by calling 949.309.4182. To check on the status of your application, please visit the Greenhouse Candidate Portal for updates.