Vice President of Member Experience

Crunch Fitness; Austin (TX); On-site; USD 180,000 - 240,000; Full time

Job summary

Crunch Fitness in Austin, TX is seeking a Vice President of Member Experience to lead the strategic vision for member interactions across 60+ gym locations. The role focuses on delivering a consistent, high-value experience that drives retention and lifetime value, partnering with operations, marketing, and training teams.

The VP will listen to members, translate feedback into action, and apply a loyalty-driven, data-informed approach to improve engagement and overall satisfaction across the

Responsibilities

• Own the member experience: Define what we want members to experience and feel at every stage of their relationship with us
• Drive loyalty and retention: Bring a strong loyalty-marketing lens and data-driven approach to improve the member experience, identifying opportunities to deepen relationships, increase engagement, and give members more reasons to stay
• Listen to members: Ensure we have simple, effective ways to understand what members love, what frustrates them, and why they stay or leave
• Turn feedback into action: Connect what members are telling us to actionable plans to drive change, at individual gyms and across the organization

Job description

Vice President of Member Experience | Crunch Fitness# Vice President of Member ExperienceHQ## Job Description**Why Join Crunch Fitness – Undefeated Tribe?**We’re not just opening gyms, we’re building communities. Undefeated Tribe is the fastest-growing Crunch Fitness franchise group in the nation, proudly expanding across Texas, Oklahoma, New Mexico, Missouri, and Minnesota. Twice named Franchise of the Year (2021 & 2024), we’re on a mission to transform lives through fitness, wellness, and connection. With 100+ clubs planned by 2028, there’s never been a better time to grow your career with us!Here’s why you’ll love being part of the Tribe:**Bold, High-Energy Culture**At Crunch Fitness, Undefeated Tribe, you’re not just an employee, you’re part of a team that thrives on hustle, creativity, and collaboration. We celebrate individuality and want voices like yours at the table.**Unbeatable Perks**Competitive pay, career advancement opportunities, and yes, a free Crunch Fitness membership. You’ll work in an environment built around health, strength, and community.**Unlimited Growth**With our rapid expansion, opportunities are everywhere. We invest in our people, promote from within, and give you the tools to level up your career faster than ever.Join the Tribe. Find Your People. Build Your Future.\\_\\_\\_\\_\\_\\_\\_\\_\\_\\_\\_\\_\\_\\_\\_\\_\\_\\_\\_\\_\\_\\_\\_\\_\\_\\_\\_\\_\\_\\_\\_\\_\\_\\_\\_\\_\\_\\_\\_\\_\\_\\_\\_\\_\\_\\_\\_\\_\\_\\_\\_\\_\\_\\_\\_\\_\\_\\_\\_\\_\\_\\_\\_\\_\\_\\_\\_\\_\\_\\_\\_\\_\\_\\_\\_\\_\\_\\_\\_\\_\\_\\_\\_\\_\\_\\_\\_\\_\\_\\_\\_**Position Overview**The VP, Member Experience will create an exceptional, consistent member experience across our portfolio of 60+ gym locations to increase member retention and drive higher lifetime value. This leader will be our biggest champion for our members—constantly looking at the business through their eyes and asking: What’s working? What’s frustrating? What could be better? How do we make the great things happening in one gym happen everywhere?This is a highly collaborative role, reporting to the CRO and working cross-functionally across operations, marketing, training, technology, and our gym teams to turn member insights into action and make great experiences easier for our teams to deliver. You will also speak frequently with members of our 5,000+ strong frontline team.This role is based in Austin, Texas, with an expectation of being in the office four days per week when not visiting our gyms. You’ll also spend time in our gyms, seeing the member experience firsthand and working alongside the teams delivering it. In-state and out-of-state travel to gyms will be a monthly expectation.\\_\\_\\_\\_\\_\\_\\_\\_\\_\\_\\_\\_\\_\\_\\_\\_\\_\\_\\_\\_\\_\\_\\_\\_\\_\\_\\_\\_\\_\\_\\_\\_\\_\\_\\_\\_\\_\\_\\_\\_\\_\\_\\_\\_\\_\\_\\_\\_\\_\\_\\_\\_\\_\\_\\_\\_\\_\\_\\_\\_\\_\\_\\_\\_\\_\\_\\_\\_\\_\\_\\_\\_\\_\\_\\_\\_\\_\\_\\_\\_\\_\\_\\_\\_\\_\\_\\_\\_\\_\\_\\_**What You’ll Do:*** **Own the member experience**: Define what we want members to experience and feel at every stage of their relationship with us* **Drive loyalty and retention**: Bring a strong loyalty-marketing lens and data-driven approach to improve the member experience, identifying opportunities to deepen relationships, increase engagement, and give members more reasons to stay* **Listen to members**: Ensure we have simple, effective ways to understand what members love, what frustrates them, and why they stay or leave* **Turn feedback into action**: Connect what members are telling us to actionable plans to drive change, at individual gyms and across the organization