Member Experience Manager

EōS Fitness; Longwood (MO); On-site; USD 24,796 - 27,552; Full time

Benefits offered by this job

Free membership for you and one family member

Discounted personal training

401(k) with company matching

Group health, dental, vision insurance

Job summary

EōS Fitness is looking for a dynamic Member Experience Manager in Longwood, Missouri, to elevate member satisfaction and lead a dedicated front-desk team. The role involves ensuring top-tier customer service, resolving member issues, and fostering a culture aligned with our core values. Candidates should have proven customer service leadership experience and excellent communication skills. EōS Fitness offers competitive pay, benefits, and opportunities for growth in a positive working environment.

Qualifications

• Proven experience in customer service or front-line leadership, preferably in fitness, hospitality, or service industry.
• Excellent written and verbal communication, problem-solving, and interpersonal skills.
• Strong organizational skills and attention to detail.

Responsibilities

• Identify ways to enhance the member experience.
• Address member concerns and ensure service issue resolutions.
• Monitor trends in member satisfaction and provide actionable insights.

Skills

Customer service experience

Leadership skills

Communication

Problem-solving

Multitasking

Organizational skills

Attention to detail

Familiarity with fitness management software

Tools

Microsoft Office Suite

Social media platforms

Job description

EōS Fitness is bold, upbeat, and motivating in both its fitness routines and work environment. Our Core Purpose is to create loyal, lifelong fans and exercise practitioners, guided by values such as Taking Personal Responsibility, Being Optimistic and Having Fun, Learning and Growing, Being a Team Player, and Fighting Hard to Win.

We are seeking a dynamic and highly organized Member Experience Manager to support members and guests by delivering best‑in‑class service. The Manager will provide exceptional customer service, address member concerns, resolve billing issues, and respond to feedback. The 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.

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 and offering personalized outreach.
• 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 and communicating timely, consistent responses.
• Partners with the Operations Manager to support, lead, train, and coach the front‑desk team, providing ongoing feedback and development for best‑in‑class customer service.
• Partners with department managers and their teams to support facility operations, including cleanliness standards and safety protocols.
• Embodies the company's core values in all daily interactions and decision‑making.
• Leads and inspires the team to uphold the culture and deliver on our core purpose.

Qualifications

• Proven experience in customer service or front‑line leadership, preferably in fitness, hospitality, or service industry.
• Excellent written and verbal communication, 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 a 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.

Hourly Pay Range

$18—$20 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 (subject to eligibility).
• 401(k) with company matching.
• Personal education growth options through Sophia Learning.

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.