Member Experience Lead

Member Experience Lead (MEL) Reports to: General Manager. Direct reports: Member Experience Specialists. FLSA: Hourly, Non-Exempt. Compensation: $19.00 per hour + commission and bonus opportunities. About the Role The Member Experience Lead (MEL) is engaging, positive, diligent, organized, and drives the club towards results. The ideal candidate has a take‑charge personality and a reputation for getting things done. The MEL supports the General Manager and continuously develops a high‑performing team within the club, coaching Member Experience Specialists (MES) to provide a world‑class experience for VASA members. Key Responsibilities Ensure all MES create and maintain the "UPLIFT" culture in the club. Implement the welcoming, non‑intimidating VASA experience through the guest‑to‑member journey and create an exceptional brand experience for guests and members. Recruit, hire, and train all MES team members. Lead by example and ensure the UPLIFTing culture and values are the foundation for every communication and interaction. Promote REVIVE sales, the in‑club snack, drink, gear, and apparel shop. Maintain the club so equipment is functioning, facilities are clean, and staff are friendly and helpful. Support the General Manager by forecasting staffing needs. Communicate with MES team members to understand changing work demands. Work with the GM to schedule and conduct interviews and ensure the right candidates are hired. Schedule and facilitate training for new MES team members. Collaborate with the GM to create a welcoming environment for interview candidates and new hires. Evaluate team member‑to‑member interactions constantly. Provide in‑the‑moment coaching and feedback to recognize success and address improvement opportunities. Delegate tasks to maximize efficiencies and create balanced workloads. Coach MES staff on VASA's non‑intimidating approach for converting a guest to a member. Support GM in creating and achieving sales plans by coaching successful behaviors and tactics. Communicate, lead by example, and motivate the team to understand and develop passion for the brand, values, and approach. Proactively provide ideas and solutions to move the business forward. Prioritize tasks to achieve club goals during scheduled shifts and adjust priorities as business dictates. Delegate tasks and responsibilities to ensure work is completed and club goals are achieved. Build trust and strong relationships with all team members. Provide coaching that inspires commitment and positive change. Give input and feedback to GM in succession planning conversations. Qualifications High School Diploma or GED required; Bachelor's degree preferred. 3+ years of customer service in a retail, restaurant, or in‑person based service industry. 3+ years of leading operational teams. Strong verbal and written communication skills. Build relationships by establishing trust quickly and positively influencing others. Personal interest in health, wellness, fitness, and nutrition. CPR Certified within the first 30 days of employment. Pass a background check. Working Conditions Primary work in a fitness facility and office setting. Temperature variations can occur. The environment includes ambient noise such as talking and use of gym equipment and machinery. Physical and Mental Activities and Requirements Talking: Frequently convey detailed or important instructions or ideas accurately, loudly, or quickly. Physical Strength: Non‑Sedentary work, standing and walking most of the time. Must be able to lift, push, pull, and move a minimum of 50 pounds. Reasoning Ability: Deal with a variety of variables under limited standardization. Interpret various instructions and relay instructions to clients. Attendance is essential. Employees must work regular scheduled shifts during business hours to assist members and sell services in‑person. Equal Opportunity Statement VASA Fitness is an Equal Opportunity Employer. #J-18808-Ljbffr