Member Experience Manager

Exos•San Francisco, CA

19d•$31 - $36

About The Position

The Member Experience Manager is a key leadership role responsible for delivering exceptional service and engagement strategies to ensure members have an outstanding experience throughout their health and fitness journey. This role supports membership sales, leads member service trainings, creates and executes engagement programs, and oversees the systems and reporting tools used to measure success.

Requirements

2+ years of experience in customer service, hospitality, or fitness industry management roles.
Current CPR/AED/FA certifications preferred
Proven experience in member or client-facing roles with a focus on customer satisfaction and retention.
Exceptional interpersonal, leadership, and communication skills.
Ability to manage multiple priorities and lead in a fast-paced, high-energy environment.
Passion for health, wellness, and helping others!

Nice To Haves

Strong knowledge of CRM platforms (Salesforce), customer feedback systems (Medallia), and loyalty programs (Perkville) is preferred, but not required.

Responsibilities

Membership Acquisition & Onboarding Partner with the sales team to support new member acquisition goals.
Oversee new member orientation programs to ensure successful onboarding and engagement.
Serve as a liaison between new members and appropriate club departments to support health and fitness goals.
Member Experience Strategy & Service Develop and implement a comprehensive member experience strategy aligned with company goals.
Monitor and manage the member journey from onboarding through renewal, identifying opportunities for improved engagement and satisfaction.
Manage member escalations, ensuring resolution in a timely and empathetic manner.
Attend and participate in Retention Task Force meetings.
Staffing & Training Lead the hiring, training, and performance management of fitness member services staff.
Directly manage Kiosk staff leads Deliver ongoing customer service training and coaching to ensure staff deliver world-class service.
Champion a positive, inclusive, and motivating service culture.
Engagement Events, Community Building & Retention Plan and execute member-focused events including health and wellness seminars, pop culture events, and member appreciation mixers.
Collaborate with marketing and fitness teams to create compelling in-club experiences that enhance member retention and satisfaction.
Systems & Tools Management Oversee use and data integrity of business systems including Salesforce (CRM), Medallia (feedback), and Perkville (rewards).
Ensure all systems are being leveraged effectively to drive member engagement and feedback collection.
KPI Reporting & Analysis Generate and analyze key performance indicators (KPIs) to monitor member satisfaction, retention, and service performance.
Provide regular reports to senior director, director and department heads, identifying trends and opportunities for improvement.