Member Experience Lead

VASA FITNESS • Orem, UT

1d

About The Position

The Member Experience Lead (MEL) supports the General Manager and develops a high-performing team within the club. The MEL leads by example and coaches Member Experience Specialists to provide members with a welcoming, non-intimidating, world-class experience. The role promotes VASA Fitness’s UPLIFT culture and values, supports club results, and helps maintain a clean, well-functioning facility with friendly and helpful staff.

The MEL is responsible for recruiting, hiring, and training Member Experience Specialists; coaching team members; helping convert guests to members; and supporting sales plans and in-club REVIVE shop sales. The position works primarily in a fitness facility and office setting, with regular scheduled shifts during business hours.

Requirements

• High school diploma or GED.
• At least 3 years of customer service experience in retail, restaurant, or an in-person service industry.
• At least 3 years leading operational teams.
• Strong verbal and written communication skills.
• Ability to establish trust quickly, build relationships, and positively influence others.
• Personal interest in health, wellness, fitness, and nutrition.
• CPR certification within the first 30 days of employment.
• Pass a background check.
• Ability to work regularly scheduled shifts during business hours.

Nice To Haves

• Bachelor’s degree.

Responsibilities

• Ensure Member Experience Specialists create and maintain the club’s UPLIFT culture.
• Implement the welcoming, non-intimidating VASA experience throughout the guest-to-member journey.
• Recruit, hire, and train Member Experience Specialists.
• Lead by example and make VASA’s culture and values the foundation of communications and interactions.
• Promote REVIVE, the in-club snack, drink, gear, and apparel shop.
• Maintain the club so equipment is functioning, facilities are clean, and staff are friendly and helpful.
• Support the General Manager by forecasting staffing needs and discussing changing work needs with team members.
• Work with the General Manager to schedule and conduct interviews and hire suitable candidates.
• Schedule and facilitate training for new team members, and help create a welcoming environment for candidates and new hires.
• Evaluate team-member interactions and provide timely coaching and feedback.
• Delegate tasks, balance workloads, and validate task completion.
• Teach and coach staff on VASA’s approach to converting guests to members.
• Support the General Manager in creating sales plans and coaching behaviors and tactics to achieve them.
• Motivate the team and build understanding of the brand, values, and approach.
• Provide ideas and solutions to help move the business forward.
• Prioritize and adjust tasks to achieve club goals during scheduled shifts.
• Build trust and strong relationships with team members.
• Provide input to the General Manager in succession-planning conversations.

Benefits

• Paid time off for employees working 40 hours per week.
• Paid holidays for employees working 40 hours per week.
• Paid parental leave for employees working 40 hours per week.
• Medical benefits for employees working 40 hours per week.
• 401(k) options for employees working 40 hours per week.
• Two complimentary gym memberships: one for the employee and one to give away.
• Commission and bonus opportunities.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: High school or GED