Member Experience Manager

EōS Fitness•Dallas, TX

About The Position

EōS Fitness is seeking a dynamic, highly organized Member Experience Manager to support members and guests by delivering best-in-class service. The manager addresses member concerns, resolves billing issues, responds to feedback, and supports member retention. Working with gym department managers, this role helps train, motivate, and develop front desk staff and supports a clean, friendly, well-maintained facility. The manager models the company’s core values and works with department managers to support the gym’s overall success. The position’s purpose is to develop a team that delivers an exceptional customer experience and meets business objectives. The role also supports EōS Fitness’s core purpose of creating loyal, lifelong fans and exercise practitioners.

Requirements

Proven experience in customer service or front-line leadership, preferably in the fitness, hospitality, or service industry.
Excellent written and verbal communication, problem-solving, and interpersonal skills.
Ability to multitask and thrive in a fast-paced, customer-facing environment.
Strong organizational skills and attention to detail.
Proficiency with fitness management software, social media platforms, and Microsoft Office Suite.
Knowledge of fitness industry operations, including membership management and billing processes.
Must successfully pass a background check.
Must obtain CPR certification within 30 days of employment.
Must attend EōS Ethos and Customer Service Training within 30 days of employment.
Ability to work in a gym setting, move about club floors and rooms, and communicate with employees, members, and the public.
Ability to access and operate the company computer system, prepare documents, enter data, and read reports from a computer database or email system.
Ability to bend routinely and repetitively to lift more than 40 lbs.

Responsibilities

Identify ways to enhance the member experience.
Serve as the first point of contact for member concerns and quickly resolve service issues, billing questions, and other concerns.
Address complaints professionally, empathetically, and with a solution-oriented mindset to maintain positive relationships and retention.
Support member retention by developing and executing engagement strategies, handling membership concerns, resolving service issues, and conducting personalized outreach.
Monitor member satisfaction trends and provide actionable insights to improve retention and satisfaction.
Collaborate with gym department managers to review and promptly respond to member surveys and feedback, addressing improvement areas and celebrating successes.
Ensure members feel heard and valued and maintain open communication.
Support online reputation management by reviewing member comments across platforms and responding in a timely, consistent, professional manner that reflects company values.
Partner with the Operations Manager to support, lead, train, and coach the front desk team, providing ongoing feedback and development.
Partner with department managers and their teams to support facility operations, cleanliness standards, and safety protocols.
Model the company’s core values in daily interactions and decision-making.
Inspire the team to uphold company culture and deliver on the core purpose of creating loyal, lifelong fans and exercise practitioners.

Benefits

Free membership for the employee and one family member.
Discounted personal training and merchandise, including supplements.
Employee referral program.
Daily Pay access to funds before payday.
Competitive pay plus vacation, holiday, and sick pay.
Group health, dental, vision, supplemental life, and Employee Assistance Program offered.
401(k) with company matching.
Personal education growth options with Sophia Learning.
Energetic and collaborative team.
Management team that supports professional development.