Member Experience Lead

VASA Fitness•Orem, UT

3d•Onsite

About The Position

The Member Experience Lead (MEL) supports the General Manager and develops a high-performing team within the club. The MEL leads by example and coaches Member Experience Specialists (MES) to provide VASA members with a welcoming, non-intimidating, world-class experience. This role helps create and maintain the club’s UPLIFT culture, supports recruiting and training, promotes in-club sales, and helps ensure club equipment and facilities are maintained and staff are helpful.

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 establish trust quickly, build relationships, and positively influence others.
Personal interest in health, wellness, fitness, and nutrition.
CPR certification within the first 30 days of employment.
Pass a background check.

Nice To Haves

Bachelor’s degree.

Responsibilities

Ensure Member Experience Specialists create and maintain the club’s UPLIFT culture.
Deliver a welcoming, non-intimidating guest-to-member experience and exceptional brand experience.
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 sales, including in-club snacks, drinks, gear, and apparel.
Help maintain functioning equipment, clean facilities, and friendly, helpful staff.
Support the General Manager by forecasting staffing needs.
Communicate with team members to understand changing work needs.
Work with the General Manager to schedule and conduct interviews and hire suitable candidates.
Schedule and facilitate training for new team members.
Help create a welcoming environment for interview candidates and new hires.
Evaluate team-member interactions and provide in-the-moment coaching and feedback.
Delegate tasks, balance workloads, and verify task completion.
Teach and coach staff on converting guests to members using VASA’s non-intimidating approach.
Support the General Manager in creating sales plans and coaching behaviors and tactics that achieve sales goals.
Motivate the team to understand and develop passion for the brand, values, and approach.
Proactively provide ideas and solutions to move the business forward.
Prioritize and adjust tasks during scheduled shifts to achieve club goals.
Build trust and strong relationships with team members.
Provide coaching that inspires commitment and positive change.
Provide input to the General Manager in succession-planning conversations.
Work regularly scheduled shifts during business hours to assist members and sell services in person.