Member Experience Lead

VASA FITNESS • West Jordan, UT

3d • Onsite

About The Position

The Member Experience Lead (MEL) supports the General Manager and develops a high-performing Member Experience Specialist team. The role leads by example and coaches team members to provide VASA members and guests with a welcoming, non-intimidating, world-class experience rooted in the company's UPLIFT culture and values. The MEL helps drive club results, supports recruiting, hiring, training, scheduling, and team development, and contributes to sales plans and guest-to-member conversion. The role also helps maintain a club where equipment functions, facilities are clean, and staff are friendly and helpful.

This is an hourly, non-exempt position with commission and bonus opportunities. Work is primarily in a fitness facility and office setting, with temperature variations and ambient noise from conversations and gym equipment. The position requires regular attendance for scheduled shifts during business hours, frequent standing and walking, and the ability to lift, push, pull, and move at least 50 pounds.

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 of experience leading operational teams.
• Strong verbal and written communication skills.
• Ability to build relationships by establishing trust quickly and positively influencing others.
• Personal interest in health, wellness, fitness, and nutrition.
• CPR certification within the first 30 days of employment.
• Ability to pass a background check.
• Ability to work regularly scheduled shifts during business hours.
• Ability to stand and walk most of the time and lift, push, pull, and move at least 50 pounds.

Nice To Haves

• Bachelor's degree.

Responsibilities

• Ensure Member Experience Specialists create and maintain the club's UPLIFT culture.
• Implement a welcoming, non-intimidating guest-to-member journey and exceptional brand experience for guests and members.
• Recruit, hire, and train Member Experience Specialist team members.
• Lead by example and make VASA's culture and values the foundation for communications and interactions.
• Promote REVIVE, the in-club snack, drink, gear, and apparel shop.
• Help maintain functioning equipment, clean facilities, and friendly, helpful staff.
• Support the General Manager by forecasting upcoming staffing needs.
• Communicate frequently with Member Experience Specialists to understand changing work needs.
• Work with the General Manager to schedule and conduct interviews and select candidates for open positions.
• Schedule and facilitate training for new Member Experience Specialist team members.
• Collaborate with the General Manager to create a welcoming environment for interview candidates and new hires.
• Evaluate interactions among team members.
• Provide timely coaching and feedback to recognize success and address improvement opportunities.
• Delegate tasks, balance workloads, and verify task completion.
• Teach and coach staff on VASA's non-intimidating approach to converting guests to members.
• Support the General Manager in creating sales plans and coaching behaviors and tactics that achieve them.
• Communicate, motivate, and help the team develop passion for the brand, values, and approach.
• Proactively offer ideas and solutions to move the business forward.
• Prioritize and adjust tasks to achieve club goals as business needs change.
• Build trust and strong relationships with team members.
• Provide coaching that inspires commitment and positive change.
• Give input and feedback 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 for employees working 40 hours per week: 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