Member Experience Lead

VASA FITNESS • Sandy, UT

8d • $19

About The Position

The Member Experience Lead (MEL) is engaging, positive, diligent, organized, and knows how to drive their club towards results. The ideal candidate has a take-charge personality and a reputation for getting things done. The MEL is responsible for supporting the General Manager and continually developing a high-performing team within the club. The MEL leads by example and coaches their Member Experience Specialists (MES) on how to provide a world-class experience for VASA members.

Requirements

• High school diploma or equivalent (GED)
• 3+ years in a customer service environment, preferably in a high-volume contact center
• Strong written and verbal communication skills
• Proficiency with CRM/ticketing systems (Zendesk preferred)
• Ability to multitask and thrive in a fast-paced environment.
• Demonstrated ability to deescalate and resolve member issues effectively.

Nice To Haves

• Experience in a leadership or coaching role
• Bilingual (Spanish/English)
• Prior experience working remotely or in a hybrid environment.
• Familiarity with membership or fitness industry operations

Responsibilities

• Ensure all MES create and maintain our "UPLIFT" culture in the club
• Implements the welcoming, non-intimidating VASA experience through our guest-to-member journey and creates an exceptional brand experience for guests and members
• Responsible for recruiting, hiring, and training all MES team members
• Lead by example and ensure our UPLIFTing culture and values are the foundation for every communication and interaction
• Promote REVIVE sales, our in-club snack, drink, gear, and apparel shop
• Maintain the club so equipment is functioning, the facilities are clean, and staff are friendly and helpful
• Support the General Manager (GM) by forecasting upcoming staffing needs
• Have frequent conversations with MES team members to understand changing work
• Work with the GM to schedule and conduct interviews and ensure the right candidates are hired for open positions
• Schedule and facilitate training for new MES team members
• Collaborate with the GM to create a welcoming environment for interview candidates and new hires
• Constantly evaluate team member-to-member interactions
• Provide in-the-moment coaching and feedback to recognize success and address opportunities for improvement
• Delegate tasks to maximize efficiencies and create balanced workloads and validate completion
• Teach and coach MES staff on VASA's non-intimidating approach on how to convert a guest to a member
• Support GM in creating sales plans that are achieved by addressing and coaching successful behaviors and tactics
• Communicate, lead by example, and motivate your team to understand and develop passion for the brand, our values, and our approach
• Proactively provide ideas and solutions to help move the business forward
• Ability to prioritize tasks to achieve club goals during scheduled shifts and be able to adjust priorities as the business dictates
• Delegate tasks and responsibilities to ensure work is completed and club goals are achieved
• Build trust and strong relationships with all team members
• Provide coaching in the moment that inspires commitment and positive change
• Give input and feedback to GM in succession planning conversations

Benefits

• We offer a competitive, all-encompassing benefits package which includes healthcare benefits for employees who work 30+ hours per week.
• All employees receive two complimentary gym memberships--one for themselves and another to give away--plus 401k options.
• 30+ hours per week employees: Paid Time Off (hourly), Health, Dental, Vision Benefits and Paid Parental Leave (in addition to above)
• 40 hours per week employees: Flexible Vacation Plan (salary) & Paid Holidays (in addition to above)

What This Job Offers

• Career Level: Mid Level
• Education Level: High school or GED
• Number of Employees: 1,001-5,000 employees