Member Experience Lead

VASA Fitness • West Jordan, UT

2d • Onsite

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 (MES) to deliver a welcoming, non-intimidating, world-class experience for VASA members and guests. The role helps maintain the club’s UPLIFT culture, supports guest-to-member conversion and sales, and ensures the facility, equipment, and staff meet expectations.

Requirements

• High school diploma or GED required.
• 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 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.
• Must pass a background check.
• Ability to stand and walk most of the time.
• Ability to lift, push, pull, and move a minimum of 50 pounds.
• Ability to reason through varied situations and interpret and relay instructions.
• Regular attendance and work during scheduled business-hour shifts.

Nice To Haves

• Bachelor’s degree preferred.

Responsibilities

• Ensure Member Experience Specialists create and maintain the club’s UPLIFT culture.
• Deliver a welcoming, non-intimidating guest-to-member experience and an exceptional brand experience for guests and members.
• Recruit, hire, and train Member Experience Specialists.
• Promote REVIVE sales, including the in-club snack, drink, gear, and apparel shop.
• Maintain the club by ensuring equipment functions, facilities are clean, and staff are friendly and helpful.
• Support the General Manager by forecasting staffing needs.
• Coordinate with the General Manager to schedule and conduct interviews and hire candidates for open positions.
• Schedule and facilitate training for new Member Experience Specialists.
• Help create a welcoming environment for interview candidates and new hires.
• Evaluate team member interactions and provide in-the-moment coaching and feedback.
• Delegate tasks to maximize efficiency, balance workloads, and validate completion.
• Teach and coach staff on VASA’s approach to converting guests to members.
• Support the General Manager in creating and achieving sales plans through coaching successful behaviors and tactics.
• Communicate, lead by example, and motivate the team to develop passion for the brand, values, and approach.
• Proactively provide ideas and solutions to move the business forward.
• Prioritize and adjust tasks to achieve club goals during scheduled shifts.
• Build trust and strong relationships with team members and provide coaching that inspires commitment and positive change.
• Provide input and feedback to the General Manager in succession-planning conversations.
• Work regularly scheduled shifts during business hours to assist members and sell services in person.

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: Mid Level
• Education Level: High school or GED