Member Experience Manager

EōS Fitness; San Fernando (CA); Sur place; USD 28 750 - 31 505; Plein temps

Avantages offerts par ce poste

Free membership for you and one family member

Discounted personal training

Competitive pay plus vacation and sick pay

401(k) with company matching

Résumé du poste

EōS Fitness is seeking a highly organized Member Experience Manager to ensure outstanding service for its members in San Fernando, California. This role involves addressing member feedback and complaints, monitoring satisfaction trends, and collaborating with the team to foster a positive environment.

The ideal candidate should have a strong background in customer service, excellent communication skills, and the ability to thrive in a fast-paced environment. The position offers competitive pay and various benefits, including health coverage and free membership.

Qualifications

• Proven experience in customer service or front‑line leadership, preferably in the fitness industry.
• Excellent verbal and written communication skills.
• Strong attention to detail and ability to multitask.

Responsabilités

• Deliver best-in-class service to EōS members and guests.
• Address member concerns and resolve billing issues.
• Monitor trends in member satisfaction.

Connaissances

Customer service experience

Communication skills

Problem-solving skills

Organizational skills

Proficiency with fitness management software

Outils

Microsoft Office Suite

Social media platforms

Description du poste

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.

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

• 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 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.

California Pay Range

$20.87 — $22.87 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 are offered.
• 401(k) with company matching.
• Personal education growth options with Sophia Learning.
• Benefits based on eligibility, tenure, and full‑time versus 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.