Member Experience Manager

Responsibilities

• Serve as the first point of contact for member concerns, billing questions, and service issues
• Address member complaints with professionalism and empathy to maintain high retention rates
• Develop and execute strategies to engage members and support retention
• Monitor member satisfaction trends and provide actionable insights
• Collaborate with department managers to respond to member surveys and feedback
• Support online reputation management by reviewing member comments on various platforms
• Partner with the Operations Manager to lead, train, and coach the front desk team
• Support facility operations, including cleanliness standards and safety protocols
• Embody company core values in all daily interactions and decision-making

Requirements

• Must successfully pass background check
• Must obtain 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 and move about club floors
• Ability to access and operate company computer systems
• Ability to bend routinely and lift more than 40 lbs

Preferred Qualifications

• Proven experience in customer service or front-line leadership
• Experience in the fitness, hospitality, or service industry
• Excellent communication, problem-solving, and interpersonal skills
• Ability to multitask in a fast-paced environment
• Proficiency with fitness management software and Microsoft Office Suite
• Knowledge of fitness industry operations and billing processes

Benefits

• Free membership for you and one family member
• Discounted Personal Training and merchandise
• Daily Pay access
• Group Health, dental, vision, and Supplemental Life insurance
• 401(k) with company matching
• Personal education growth options via Sophia Learning