Member Experience Manager

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. 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 that our facility is clean, friendly, and well-maintained. Position Purpose: Develop a team that delivers exceptional customer experience and hits business objectives.

Responsibilities

Take 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; Support member retention through developing and executing strategies to engage members, including personalized outreach; 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; Ensure members feel heard and valued, maintaining an open line of communication; Support online reputation management by reviewing member comments on various platforms; Partner with the Operations Manager to support, lead, train, and coach the front desk team; Partner with department managers and their teams to support facility operations, including cleanliness standards and safety protocols; Embody the Company's core values in all daily interactions and decision-making; Serve as a leader who inspires the team to uphold the Company's culture and core purpose of creating loyal, lifelong fans and exercise practitioners

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, and communicate with employees, members, and the public; Ability to access and operate the Company computer system, including preparing documents, entering data, and reading reports from a computer database or email system; Ability to bend routinely and repetitively and lift more than 40 lbs; Proven experience in customer service or front-line leadership, preferably in the 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

Nice to have

Experience in the fitness, hospitality, or service industry

Benefits

A highly energetic and collaborative team; A management team that cares about professional development; Free membership for you and one plus one family member; Discounted Personal Training and merchandise, including supplements; Employee referral program; Daily Pay offered, with access to funds before payday; Competitive pay plus vacation, holiday, and sick pay (based on eligibility); Group health, dental, vision, Supplemental Life, and Employee Assistant Program (based on eligibility); 401(k) with company matching (based on eligibility); Personal education growth options with Sophia Learning