Member Experience Lead

Member Experience Lead (MEL)

The Member Experience Lead (MEL) is engaging, positive, diligent, organized, and knows how to drive their club towards results. The ideal candidate has a take-charge personality and a reputation for getting things done. The MEL is responsible for supporting the General Manager and continually developing a high-performing team within the club. The MEL leads by example and coaches their Member Experience Specialists (MES) on how to provide a world-class experience for VASA members.

Execution deliverables include ensuring all MES create and maintain our "UPLIFT" culture in the club, implementing the welcoming, non-intimidating VASA experience through our guest-to-member journey and creating an exceptional brand experience for guests and members, recruiting, hiring, and training all MES team members, leading by example and ensuring our UPLIFTing culture and values are the foundation for every communication and interaction, promoting REVIVE sales, our in-club snack, drink, gear, and apparel shop, and maintaining the club so equipment is functioning, the facilities are clean, and staff are friendly and helpful.

Management responsibilities include supporting the General Manager (GM) by forecasting upcoming staffing needs, having frequent conversations with MES team members to understand changing work, working with the GM to schedule and conduct interviews and ensure the right candidates are hired for open positions, scheduling and facilitating training for new MES team members, collaborating with the GM to create a welcoming environment for interview candidates and new hires, constantly evaluating team member-to-member interactions, providing in-the-moment coaching and feedback to recognize success and address opportunities for improvement, delegating tasks to maximize efficiencies and create balanced workloads and validate completion, teaching and coaching MES staff on VASA's non-intimidating approach on how to convert a guest to a member, and supporting GM in creating sales plans that are achieved by addressing and coaching successful behaviors and tactics.

Leadership and coaching responsibilities include communicating, leading by example, and motivating your team to understand and develop passion for the brand, our values, and our approach, proactively providing ideas and solutions to help move the business forward, ability to prioritize tasks to achieve club goals during scheduled shifts and be able to adjust priorities as the business dictates, delegating tasks and responsibilities to ensure work is completed and club goals are achieved, building trust and strong relationships with all team members, providing coaching in the moment that inspires commitment and positive change, and giving input and feedback to GM in succession planning conversations.

Required qualifications include a high school diploma or GED required; bachelor's degree preferred, 3+ years customer service in a retail, restaurant or in-person based service industry, 3+ years 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, and passing a background check.

Working conditions include primary work in a fitness facility and office setting. Temperature variations can occur. The environment includes some ambient noise such as talking and use of gym equipment and machinery. Physical and mental activities and requirements include talking, physical strength, reasoning ability, and attendance is an essential duty of the position.