Member Experience Lead

VASA FITNESS • Centennial, CO

4d • Onsite

About The Position

The Member Experience Lead (MEL) supports the General Manager and develops a high-performing Member Experience Specialist team. The MEL leads by example, coaches team members to deliver a welcoming, non-intimidating, world-class experience for members and guests, and helps drive club results. The role also supports recruiting, hiring, training, scheduling, sales efforts, and the upkeep of the club.

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 build trust quickly, establish 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 and lift, push, pull, and move at least 50 pounds.
• Ability to communicate detailed or important instructions accurately, loudly, or quickly, and to interpret and relay instructions.

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 experience for guests and members.
• Recruit, hire, and train Member Experience Specialist team members.
• Promote REVIVE, the in-club snack, drink, gear, and apparel shop.
• Maintain a club environment where equipment functions, 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 select candidates for open positions.
• Schedule and facilitate training for new Member Experience Specialists, and help create a welcoming experience 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 converting guests to members using VASA’s non-intimidating approach.
• Support the General Manager in creating sales plans and coaching behaviors and tactics to achieve them.
• Communicate and lead by example to motivate the team and develop commitment to the brand, values, and approach.
• Offer ideas and solutions to move the business forward, prioritize and adjust work to meet club goals, and build trusting relationships with team members.
• Provide input 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