Member Experience Manager - New Gym Opening!

EōS Fitness•Palm Harbor, FL

6h•$18 - $20

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 role focuses on resolving member concerns and billing issues, responding to feedback, supporting retention, and helping maintain a clean, friendly, well-maintained facility. The manager partners with gym department managers and the Operations Manager to train, motivate, and develop front desk staff and support the overall success of the gym. The position purpose is to develop a team that delivers exceptional customer experience and achieves business objectives. The Member Experience Manager models the company’s core values and helps create 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 and lift more than 40 pounds.

Responsibilities

Identify ways to enhance the member experience.
Serve as the first point of contact for member concerns and promptly resolve service issues, billing questions, and other concerns.
Address member complaints professionally and empathetically, using a solution-oriented approach 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 respond promptly to member surveys and feedback, address improvement areas, and celebrate successes.
Maintain open communication so members feel heard and valued.
Support online reputation management by reviewing member comments on various 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 the company culture and deliver on its core purpose.

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.
Competitive pay plus vacation, holiday, and sick pay.
Group health, dental, vision, supplemental life, and Employee Assistance Program.
401(k) with company matching.
Personal education growth options with Sophia Learning.
Energetic and collaborative team.
Management team that supports professional development.