Member Experience Lead

VASA FITNESS•Aurora, CO

3d•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 members and guests with a welcoming, non-intimidating, world-class experience. The MEL helps drive club results, supports recruiting and staffing, promotes the club’s REVIVE snack, drink, gear, and apparel shop, and helps maintain clean facilities and functioning equipment. The MEL fosters VASA’s UPLIFT culture and values in team communications and interactions. Responsibilities also include coaching staff, delegating work, supporting sales plans, and helping convert guests into members. The role is primarily based in a fitness facility and office setting, with regularly scheduled shifts during business hours.

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.

Nice To Haves

Bachelor’s degree.

Responsibilities

Ensure MES team members create and maintain the club’s UPLIFT culture.
Implement a welcoming, non-intimidating guest-to-member journey and create an exceptional experience for guests and members.
Recruit, hire, and train MES team members.
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.
Maintain the club so equipment functions, facilities are clean, and staff are friendly and helpful.
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.
Collaborate with the General Manager to create a welcoming environment for candidates and new hires.
Evaluate interactions between team members.
Provide timely coaching and feedback to recognize success and address improvement opportunities.
Delegate tasks to maximize efficiency, balance workloads, and validate task completion.
Teach and coach MES staff on VASA’s non-intimidating 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 help the team 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 according to business needs.
Build trust and strong relationships with team members.
Provide coaching that inspires commitment and positive change.
Give input and feedback to the General Manager in succession-planning conversations.