Member Experience Manager

Member Experience Manager role at EōS Fitness .

EōS Fitness is bold, upbeat, and motivating. Core purpose: create loyal, lifelong fans and exercise practitioners. Core values: Take Personal Responsibility, Be Optimistic & Have Fun, Learn & Grow, Be A Team Player, Fight Hard To Win.

Position Purpose

Develop a team that delivers exceptional customer experience and hits business objectives.

Responsibilities

• Takes Initiative in identifying ways to enhance the member experience.
• First point of contact for member concerns, ensuring quick resolution of service issues, billing questions, or other concerns.
• Address member complaints professionally and with empathy.
• Support member retention through strategies to engage members, including timely handling of membership concerns and personalized outreach.
• Monitor trends in member satisfaction and provide actionable insights.
• Collaborate with gym department managers to review and respond to member surveys and feedback promptly.
• Partner with the Operations Manager to support, lead, train, and coach the front desk team.
• Partner with department managers to support facility operations, including cleanliness standards and safety protocols.
• Embody the Company’s core values in all daily interactions and decision-making.
• Serve 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 communication (written and verbal), 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 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; move about club floors and rooms; communicate with employees, members, and the public.
• Ability to access and operate the Company computer system including preparing documents, entering data into computer system, read reports from a computer data base or email system.
• Ability to bend routinely and repetitively to lift more than 40 lbs.

Hourly Pay Range

$13—$15 USD

Benefits And Perks

• A highly energetic and collaborative team.
• A management team that cares about your professional development.
• Free membership for you and plus one family member.
• Discounted Personal Training, and merchandise – including supplements.
• Employee referral program.
• Daily Pay offered - access your funds before payday.
• Competitive pay plus vacation, holiday, and sick pay.
• Group Health, dental, vision, Supplemental Life, Employee Assistant Program and even Pet Insurance are offered.
• 401(k) + Company matching.
• Personal education growth options with Sophia Learning.

Equal Opportunity Employer

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.

To view more information on our CCPA policy, click HERE.

EEO is The Law - click here for more information

Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled