Member Experience Manager - EOS Fitness : Job Details

EoS Fitness is bold, upbeat, and motivating. Not only in our ?tness routines, but in our work environment as well. Like our members, our employees know how to rise to a challenge and handle it head on. EoS Fitness' Core Purpose is to create loyal, lifelong fans and exercise practitioners. To achieve this purpose, our Core Values are: ?ght hard to win, take personal responsibility, be optimistic and have fun, learn and grow, and be a team player.

We are seeking a dynamic and highly organized Member Experience Manager to support EoS members and guests by delivering best-in-class service. This individual will be responsible for delivering exceptional customer service, addressing member concerns, resolving billing issues, and responding to member feedback. The Member Experience Manager will partner with gym department managers to train, motivate, and develop front desk sta? while ensuring that our facility is clean, friendly, and well- maintained. As a key leader in our Company, you will model our core values and work closely with department managers to support the overall success of the gym.

Departments: Operations

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

Core Purpose: To create loyal, lifelong fans and exercise practitioners.

Schedule: Supporting peak traffic hours. Mon, Wed, Thurs 11:00 am – 7:00 pm; Sat, Sun 8:00 am-4:00pm

OR Mon, Thurs, Fri 11:00am to 7:00pm; Sat, Sun 8:00 am-4:00 pm

Responsibilities

· Takes Initiative in identifying ways to enhance the member experience.

· Serve as the ?rst point of contact for member concerns, ensuring quick resolution of service issues, billing questions, or other concerns.

· Address member complaints with professionalism, empathy, and a solution-oriented mindset to

· maintain positive relationships and high retention rates.

· Support member retention through developing and executing strategies to engage members, including promptly handling membership concerns, resolving service issues, and o?ering personalized outreach to members.

· Monitor trends in member satisfaction and provide actionable insights to improve retention and overall satisfaction.

· Collaborate with gym department managers to review and respond to member surveys and

· feedback promptly, addressing any areas for improvement and celebrating successes.

· Ensure members feel heard and valued, maintaining an open line of communication.

· Support online reputation management by reviewing member comments on various platforms, ensuring a timely and consistent voice that re?ects our values and professionalism.

· Partner with the Operations Manager to support, lead, train, and coach the front desk team, providing ongoing feedback and development to maintain best in class customer service.

· Partner with department managers and their teams to support facility operations, including

· cleanliness standards and safety protocols to provide the best-in-class member experience.

· Embody the Company's core values (e.g., Fight Hard to Win, Take Personal Responsibility, Be Optimistic and Have Fun, Learn & Grow, Be a Team Player) 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 of creating loyal, lifelong fans and exercise practitioners.

Qualifications:

· Proven experience in customer service or front-line leadership, preferably in the ?tness,

· 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.

· Pro?ciency with ?tness management software, social media platforms, and Microsoft O?ce

· Suite.

· Knowledge of ?tness industry operations, including membership management and billing

· processes.

Requirements:

· Must successfully pass background check.

· Must Obtain a CPR certi?cation within 30 days of employment. *

· Must attend EoS 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.

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.

· Competitive pay plus vacation, holiday, and sick pay.

· Group Health, dental, vision, Supplemental Life, Employee Assistant Program and even Pet Insurance are o?ered!

· Employee referral program.

· 401(k) + Company matching!

Job Type: Full-Time, non-exempt

EoS 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.