Member Experience Manager

EōS Fitness•Rancho Santa Margarita, CA

10h•$20 - $22

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 handles member concerns, billing issues, feedback, and retention initiatives while partnering 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 meets business objectives. The Member Experience Manager models EōS Fitness’ core values and supports its purpose of creating loyal, lifelong fans and exercise practitioners. The role requires working in a gym setting, moving about club floors and rooms, communicating with employees, members, and the public, and using company computer systems to prepare documents, enter data, and read reports. The employee must routinely and repetitively bend to lift more than 40 pounds. A background check is required. CPR certification and EōS Ethos and Customer Service Training must be completed within 30 days of employment.

Requirements

Proven experience in customer service or front-line leadership; fitness, hospitality, or service industry experience is preferred.
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 pounds.

Nice To Haves

Experience in the fitness, hospitality, or service industry.

Responsibilities

Take initiative to 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 member complaints professionally, empathetically, and with a solution-oriented mindset to support positive relationships and retention.
Support member retention by developing and executing engagement strategies, promptly handling membership concerns, resolving service issues, and providing personalized outreach.
Monitor member satisfaction trends and provide actionable insights to improve retention and overall 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 manner 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 to maintain best-in-class customer service.
Partner with department managers and their teams to support 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 company culture and deliver on the core purpose of creating loyal, lifelong fans and exercise practitioners.

Benefits

Free membership for the employee and one additional family member.
Discounted personal training and merchandise, including supplements.
Employee referral program.
Daily Pay, with access to funds before payday.
Competitive pay, vacation pay, holiday pay, and sick pay.
Group health, dental, and vision coverage, supplemental life insurance, and an Employee Assistance Program are offered.
401(k) with company matching.
Personal education growth options with Sophia Learning.
A highly energetic and collaborative team.
A management team that cares about professional development.