Member Experience Manager

EōS Fitness•Mesa, AZ

About The Position

EōS Fitness is seeking a dynamic, highly organized Member Experience Manager to deliver best-in-class service to members and guests. The manager addresses member concerns, resolves billing issues, responds to feedback, and partners with gym department managers to train, motivate, and develop front desk staff. The role also supports a clean, friendly, and well-maintained facility and contributes to the overall success of the gym by modeling the company’s core values. The position’s purpose is to develop a team that delivers exceptional customer experiences and achieves business objectives. The manager supports member retention and satisfaction, helps lead and coach the front desk team in partnership with the Operations Manager, and works with other department managers to support facility operations, cleanliness, and safety. The hourly pay range is $18.50–$20.50 USD. Benefits are subject to eligibility based on tenure and full-time versus part-time 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 and 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 promptly resolve service issues, billing questions, and other concerns.
Address complaints professionally and empathetically with a solution-oriented approach to maintain 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 respond promptly to member surveys and feedback, address opportunities for improvement, and celebrate successes.
Maintain open communication so members feel heard and valued.
Review member comments on online platforms and support reputation management with timely, consistent responses that reflect 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 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’s culture and purpose of creating loyal, lifelong fans and exercise practitioners.