Member Experience Lead

VASA FITNESS • Oak Forest, IL

4h • Onsite

About The Position

The Member Experience Lead (MEL) supports the General Manager and develops a high-performing Member Experience Specialist (MES) team. The MEL leads by example and coaches team members to provide VASA members with a welcoming, non-intimidating, world-class experience. The role helps drive club results, maintain VASA’s UPLIFT culture, and create strong experiences throughout the guest-to-member journey.

The MEL is responsible for recruiting, hiring, and training MES team members; supporting staffing forecasts, interviews, scheduling, and onboarding; coaching and evaluating team interactions; delegating work and confirming completion; and helping the General Manager develop and achieve sales plans. The role also promotes REVIVE, VASA’s in-club snack, drink, gear, and apparel shop, and helps ensure equipment functions, facilities are clean, and staff are friendly and helpful.

Work is primarily in a fitness facility and office setting, where temperature variations and ambient noise from conversations and gym equipment may occur. The position involves standing and walking most of the time, frequent communication, and the ability to lift, push, pull, and move at least 50 pounds. Regular attendance during scheduled shifts and business hours is essential. Compensation is $20.50 per hour, with commission and bonus opportunities.

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 preferred.

Responsibilities

• Ensure Member Experience Specialists create and maintain the club’s UPLIFT culture.
• Implement a welcoming, non-intimidating guest-to-member journey and an exceptional experience for guests and members.
• Recruit, hire, and train Member Experience Specialist team members.
• Promote VASA’s values and culture in communications and interactions, leading by example.
• 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 discussing changing work needs with MES team members.
• Work with the General Manager to schedule and conduct interviews and hire suitable candidates.
• 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 verify that tasks are completed.
• Teach and coach MES staff on converting guests to members using VASA’s non-intimidating approach.
• Support the General Manager in creating and achieving sales plans by coaching effective behaviors and tactics.
• Communicate, motivate, and build team members’ understanding of and 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 as business needs change.
• 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 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: Manager
• Education Level: High school or GED