Member Experience Manager

Overview EōS Fitness is bold, upbeat, and motivating. Our core purpose is to create loyal, lifelong fans and exercise practitioners. We rely on core values such as Take Personal Responsibility, Be Optimistic & Have Fun, Learn & Grow, Be a Team Player, and Fight Hard To Win. Position Purpose Develop a team that delivers exceptional customer experience and hits business objectives. The Member Experience Manager will lead the front desk staff and partner with department managers to elevate member service and maintain a clean, friendly facility. 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 by developing and executing strategies to engage members, handling membership concerns, resolving service issues, 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 areas for improvement while celebrating successes. Ensures members feel heard and valued, keeping an open line of communication. Supports online reputation management by reviewing member comments on various platforms and maintaining a consistent voice. Partners with the Operations Manager to lead, train, and coach the front desk team, providing ongoing feedback and development. Assists department managers in maintaining cleanliness standards and safety protocols to provide the best‑in‑class member experience. Embodies the company’s core values in all daily interactions and decision‑making. Inspires the team to uphold the company’s culture and deliver on the core purpose. Qualifications Proven experience in customer service or front‑line leadership, preferably in 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 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 around club floors, rooms, and communicate with members and staff. Ability to access and operate the company computer system, prepare documents, enter data, and read reports. Ability to bend routinely and lift more than 40 lbs. Hourly Pay Range $18 – $20 per hour 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, employee assistance program and even pet insurance. 401(k) with company matching. Personal education growth options with Sophia Learning. Additional benefits based on eligibility of tenure and full‑time vs. part‑time employment. EEO Statement 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. #J-18808-Ljbffr EōS Fitness