Member Experience Lead

VASA FITNESS•Layton, UT

1d•Onsite

About The Position

The Member Experience Lead (MEL) supports the General Manager and develops a high-performing club team. The MEL leads by example and coaches Member Experience Specialists to provide members and guests with a welcoming, non-intimidating, and world-class VASA experience. The role drives club results while building a culture grounded in VASA’s values and UPLIFT approach. The MEL oversees recruiting, hiring, and training Member Experience Specialists; supports staffing forecasts, interviews, scheduling, and onboarding; and provides ongoing coaching and feedback. The position also helps develop and execute sales plans, promotes REVIVE, and helps maintain a club with functioning equipment, clean facilities, and friendly, helpful staff. The primary work environment is a fitness facility and office setting, with temperature variations and ambient noise from conversations and gym equipment. The work involves regularly scheduled shifts during business hours, frequent talking, and standing and walking most of the time. The employee must be able to lift, push, pull, and move at least 50 pounds. CPR certification is required within the first 30 days of employment, and candidates must pass a background check.

Requirements

High school diploma or GED.
At least 3 years of customer service experience in retail, restaurant, or in-person service.
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.
Obtain CPR certification within the first 30 days of employment.
Pass a background check.
Ability to stand and walk most of the time and lift, push, pull, and move a minimum of 50 pounds.
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.
Deliver a welcoming, non-intimidating guest-to-member journey and exceptional brand experience for guests and members.
Recruit, hire, and train Member Experience Specialists.
Lead by example and ground communications and interactions in VASA’s culture and values.
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 staffing needs.
Communicate frequently with team members to understand changing work needs.
Work with the General Manager to schedule and conduct interviews and hire candidates for open positions.
Schedule and facilitate training for new team members and collaborate with the General Manager to welcome interview candidates and new hires.
Evaluate team-member interactions and provide in-the-moment coaching and feedback.
Delegate tasks, balance workloads, and validate task completion.
Teach and coach staff on VASA’s approach to converting guests into members.
Support the General Manager in creating sales plans and coach behaviors and tactics that help achieve them.
Communicate, motivate, and help the team develop passion for the brand, its values, and its approach.
Proactively offer 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.
Provide coaching that inspires commitment and positive change.
Give the General Manager input and feedback in succession-planning conversations.