Member Experience Manager

EōS Fitness; West Covina (CA); On-site; USD 26,174 - 28,929; Full time

Benefits offered by this job

Free gym membership

Daily pay

Health, dental, vision

401(k) + company match

Professional development

Job summary

EōS Fitness in West Covina is seeking a dynamic Member Experience Manager to lead front‑desk staff and elevate member service. You will resolve billing questions, train teams, and ensure a clean, welcoming environment that supports our core values.

As a key leader, you will monitor satisfaction, address feedback promptly, and partner with gym managers to sustain high retention and exceptional customer care across all member touchpoints.

Qualifications

• Proven experience in customer service or front‑line leadership.
• Excellent communication and interpersonal skills.
• Ability to multitask and thrive in a fast‑paced, customer‑facing environment.
• Proficiency with fitness management software, social media platforms, and MS Office.

Responsibilities

• Develop and lead a team that delivers an outstanding member experience.
• Serve as first contact for member concerns and billing questions.
• Train, motivate, and develop front‑desk staff.
• Ensure the facility is clean, friendly, and well‑maintained.
• Monitor member satisfaction and identify improvement opportunities.
• Collaborate with department managers to address surveys and feedback promptly.

Skills

Customer service

Front-line leadership

Communication

Multitasking

Tools

Fitness management software

Social media platforms

MS Office

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.

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 the facility is clean, friendly, and well‑maintained. As a key leader, 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.
• 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 to members.
• 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.
• 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.
• Serves 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.
• Ability to bend routinely and repetitively to lift more than 40 lbs.

$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 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.