Member Experience Lead

VASA FITNESS•Matteson, IL

4h•Onsite

About The Position

The Member Experience Lead (MEL) supports the General Manager and develops a high-performing team within the club. The role leads by example and coaches Member Experience Specialists (MES) to provide a welcoming, non-intimidating, world-class experience for VASA members and guests. The MEL helps drive club results and upholds VASA’s UPLIFT culture and values across team communications and interactions. The MEL oversees recruiting, hiring, training, scheduling support, coaching, task delegation, and team development for MES staff. The role also supports sales planning and guest-to-member conversion, promotes REVIVE—the club’s snack, drink, gear, and apparel shop—and helps maintain clean facilities, functioning equipment, and helpful service. Work is primarily in a fitness facility and office setting, with temperature variations and ambient noise from people and gym equipment.

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.
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.
Ability to convey detailed or important instructions accurately, loudly, or quickly and to interpret and relay instructions.

Nice To Haves

Bachelor’s degree preferred.

Responsibilities

Ensure Member Experience Specialists create and maintain the club’s UPLIFT culture.
Implement a welcoming, non-intimidating member and guest experience throughout the guest-to-member journey.
Recruit, hire, and train Member Experience Specialists.
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 service.
Support the General Manager by forecasting staffing needs and discussing changing work needs with MES team members.
Work with the General Manager to schedule and conduct interviews and hire 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 team-member interactions and provide timely coaching and feedback to recognize success and address improvement opportunities.
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 coaching behaviors and tactics that help achieve them.
Communicate, motivate, and develop the team’s understanding of and passion for VASA’s brand, values, and approach.
Proactively offer ideas and solutions to move the business forward; prioritize and adjust tasks to meet club goals and business needs during scheduled shifts.
Build trust and strong relationships with team members, provide coaching that encourages positive change, and give the General Manager input on succession planning.

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.

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