Member Experience Lead

Houston Fitness Partners•Sugar Creek, MO

1d•$15

About The Position

Planet Fitness is one of the largest and fastest-growing franchisors and operators of fitness centers with over 2,600 clubs and growing! Its mission is to provide a high-quality experience in a welcoming, non-intimidating environment called the “Judgment Free Zone.” Houston Fitness Partners is a leading independently owned franchisee of Planet Fitness. You’ll be joining a team that values: • People-we genuinely care about our team + members • Fun- we enjoy the work • Honesty- we lead with integrity • Accountability- we own the outcome • Drive- we take initiative Position Summary: The Member Experience Lead (MEL) is a front-line shift leader who helps create a welcoming, consistent, and positive member experience. This role sets the tone during each shift, supports new member onboarding, and guides Member Service Representatives (MSRs) to deliver strong service standards. The MEL serves as the leadership contact when the Club Manager is not present.

Requirements

6–12 months of customer service experience preferred.
Prior experience mentoring or guiding others preferred.
Strong communication and interpersonal skills.
Dependable, organized, and able to work with minimal supervision.
Basic computer skills and comfort assisting with mobile app setup.
Must be 18 years of age or older.
Ability to pass a background check.
Open and flexible availability.
Willing to obtain and maintain CPR/AED Certification.
Continuous standing and walking during shift.
Frequent communication in person and by phone.
Ability to lift up to 50 pounds.
Regular cleaning and exposure to cleaning chemicals.
Occasional bending, twisting, and reaching.

Responsibilities

Execute and oversee opening and closing procedures.
Help ensure the entry, lobby, and front desk are clean, organized, and welcoming.
Greet members promptly and model positive service behaviors.
Foster an upbeat, Judgment Free Zone environment.
Conduct or support engaging club tours.
Ensure new members feel comfortable and confident getting started.
Complete timely welcome calls or outreach to new members.
Support MSRs in delivering friendly, confident service.
Maintain visible floor presence as staffing allows.
Assist with resolving member concerns and escalate when necessary.
Assist members with Planet Fitness app setup and basic troubleshooting.
Track onboarding follow-up as directed.
Support club engagement initiatives as directed by management.
Lead brief pre-shift huddles when assigned.
Help coordinate shift responsibilities and coverage.
Support service standards throughout the shift.
Assist with basic reporting and operational tasks as needed.
Assist with check-ins, sign-ups, billing updates, and cancellations.
Answer phones professionally.
Maintain cleanliness throughout the club.
Subject to work at any Planet Fitness location within the Houston Fitness Partners franchise.