Member Experience Manager

Position and Purpose Member Experience Manager – responsible for delivering exceptional member service, resolving concerns, and supporting gym operations. Responsibilities Identify and implement initiatives to enhance the member experience. Serve as the first point of contact for member concerns and billing questions. Address member complaints with professionalism and empathy. Support member retention by developing engagement strategies and personalized outreach. Monitor satisfaction trends and provide actionable insights for improvement. Collaborate with gym department managers on surveys, feedback, and success celebrations. Ensure open communication and that members feel heard and valued. Manage online reputation by reviewing and responding to platform comments. Partner with the Operations Manager to train, coach, and develop the front‑desk team. Support facility operations, including cleanliness standards and safety protocols. Model EōS Fitness core values in all interactions and decision‑making. Lead by inspiring the team to uphold company culture and core purpose. Qualifications Proven experience in customer service or front‑line leadership, preferably in 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 Success on background check. Obtain CPR certification within 30 days of employment. Attend EōS Ethos and Customer Service Training within 30 days of employment. Work in a gym setting; move around club floors and rooms; communicate with employees, members, and the public. Access and operate the company computer system for document preparation, data entry, and report review. Ability to bend routinely and repeatedly and lift more than 40 lbs. Compensation Hourly Pay Range: $18.50 – $20.50 USD Benefits and Perks Highly energetic and collaborative team. Management that supports professional development. Free membership for you and one family member. Discounts on personal training, merchandise, and supplements. Employee referral program. Daily Pay available. 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. Equal Employment Opportunity 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