Member Experience Manager
- 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.
- 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.
- 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 computer system, read reports from a computer data base or email system
- Ability to bend routinely and repetitively to lift more than 40 lbs.
- 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, Employee Assistant Program and even Pet Insurance 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.
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