Member Experience Lead

VASA FITNESS • Riverton, UT

5d • 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 (MES) to provide members with a welcoming, non-intimidating, world-class experience. The role helps drive club results while fostering VASA Fitness’s UPLIFT culture and values.

The MEL oversees recruiting, hiring, training, and coaching MES team members; helps forecast staffing needs and coordinate interviews and schedules with the General Manager; delegates tasks and validates completion; and supports sales planning and guest-to-member conversion. The role also promotes REVIVE, VASA’s in-club snack, drink, gear, and apparel shop, and helps maintain functional equipment, clean facilities, and helpful staff. Work is primarily in a fitness facility and office setting, with regular scheduled shifts during business hours.

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 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.
• Must pass a background check.
• Ability to stand and walk most of the time.
• Ability to lift, push, pull, and move at least 50 pounds.
• Ability to communicate detailed or important instructions accurately, loudly, or quickly when needed.
• Ability to handle varied situations with limited standardization, interpret instructions, and relay them to clients.
• Regular attendance and work during scheduled shifts and business hours.

Nice To Haves

• Bachelor’s degree preferred.

Responsibilities

• Ensure MES team members 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 MES team members.
• 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.
• Help maintain functioning equipment, clean facilities, and friendly, helpful staff.
• Support the General Manager by forecasting staffing needs and understanding changing team member work needs through frequent conversations.
• Work with the General Manager to schedule and conduct interviews and select candidates for open positions.
• Schedule and facilitate training for new MES team members, and help create a welcoming environment for candidates and new hires.
• Evaluate interactions between team members and provide in-the-moment coaching and feedback.
• Delegate tasks to maximize efficiency, balance workloads, and validate task completion.
• Teach and coach MES staff on converting guests to members using VASA’s non-intimidating approach.
• Support the General Manager in creating sales plans and coach behaviors and tactics that help achieve them.
• Communicate, motivate, and develop the team’s passion for the brand, values, and approach.
• Proactively provide ideas and solutions to move the business forward.
• Prioritize and adjust tasks during scheduled shifts according to club goals and business needs.
• Build trust and strong relationships with team members and coach in the moment to inspire 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.
• 401k 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