Member Experience Manager

EōS Fitness is a bold, upbeat, and motivating company committed to creating loyal, lifelong fans and exercise practitioners. We seek a dynamic and highly organized Member Experience Manager to support our members and guests by delivering best‑in‑class service. The role involves managing front‑desk operations, training staff, and ensuring a clean, welcoming facility. Position Purpose Develop a team that delivers exceptional customer experience and achieves business objectives. Core Purpose To create loyal, lifelong fans and exercise practitioners. Responsibilities Takes initiative to enhance the member experience. Acts as the first point of contact for member concerns, ensuring quick resolution of service issues, billing questions, or other concerns. Handles 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, promptly handling membership concerns, 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, addressing any areas for improvement and celebrating successes. Ensures members feel heard and valued, maintaining an open line of communication. Supports online reputation management by reviewing member comments on various platforms and maintaining a timely, consistent voice. Partners with the Operations Manager to lead, train, and coach the front desk team, providing ongoing feedback and development to maintain best‑in‑class customer service. Partners with department managers to support facility operations, including cleanliness standards and safety protocols. Embodies the company’s core values (Take Personal Responsibility, Be Optimistic & Have Fun, Learn & Grow, Be a Team Player, Fight Hard to Win) in all daily interactions and decision‑making. Serves as a leader who inspires the team to uphold the company’s culture and deliver on our core purpose. Qualifications 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. 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. Must be able to work in a gym setting, moving around club floors and rooms, and communicating with employees, members, and the public. Must be able to access and operate the company computer system, including preparing documents, entering data, and reading reports. Must be able to bend routinely and lift more than 40 lbs. Hourly Pay Range: $16—$18 USD Benefits And Perks A highly energetic and collaborative team. A management team that cares about your professional development. Free membership for you and one family member. Discounted personal training and merchandise, including supplements. Employee referral program. Daily pay offered. Competitive pay plus vacation, holiday, and sick pay. Group health, dental, vision, supplemental life, and Employee Assistant Program. 401(k) with company matching. Personal education growth options with Sophia Learning. Benefits vary based on eligibility, tenure, and full‑time vs. part‑time status. 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