Member Experience Manager

EōS Fitness•Dallas, TX

About The Position

EōS Fitness is seeking a dynamic and highly organized Member Experience Manager to support members and guests by delivering best-in-class service. The role addresses member concerns, resolves billing issues, responds to feedback, and partners with gym department managers to train, motivate, and develop front desk staff. The manager helps maintain a clean, friendly, and well-maintained facility and works with department managers to support the overall success of the gym. The position purpose is to develop a team that delivers exceptional customer experience and achieves business objectives.

Requirements

Proven customer service or front-line leadership experience, preferably in fitness, hospitality, or the service industry.
Excellent written and verbal communication, problem-solving, and interpersonal skills.
Ability to multitask and work 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 and lift more than 40 pounds.

Responsibilities

Take initiative in identifying 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 and empathetically with a solution-oriented approach to support positive relationships and retention.
Support member retention by developing and executing engagement strategies, promptly 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 opportunities for improvement and recognizing successes.
Maintain open communication so members feel heard and valued.
Support online reputation management by reviewing member comments on various platforms and responding with a timely, consistent voice that reflects company values and professionalism.
Partner with the Operations Manager to lead, train, and coach the front desk team, providing ongoing feedback and development.
Partner with department managers and their teams on facility operations, including cleanliness standards and safety protocols.
Model the company's core values in daily interactions and decision-making.
Inspire the team to uphold the company culture and its 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, providing access to funds before payday.
Vacation, holiday, and sick pay.
Group health, dental, vision, supplemental life, and Employee Assistance Program offerings.
401(k) with company matching.
Personal education growth options through Sophia Learning.
Energetic and collaborative team.
Management team that supports professional development.