Member Experience Manager - New Gym Opening!

EōS Fitness•Bradenton, FL

3d•$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 addresses member concerns, resolves billing issues, responds to feedback, and works with gym department managers to train, motivate, and develop front desk staff. The manager also helps ensure the facility is clean, friendly, and well-maintained and supports the overall success of the gym while modeling the company’s core values. The position’s purpose is to develop a team that delivers an exceptional customer experience and achieves business objectives. The manager supports member retention by resolving concerns, engaging members, monitoring satisfaction trends, and coordinating responses to surveys, feedback, and online comments. The role partners with the Operations Manager and department managers to coach the front desk team and support facility operations, cleanliness, and safety. The job requires working in a gym setting, moving about club floors and rooms, communicating with employees, members, and the public, and using the company computer system to prepare documents, enter data, and read reports or email. The role also requires routinely and repetitively bending to lift more than 40 pounds. The hourly pay range is $18–$20 USD.

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 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 to lift more than 40 pounds.

Nice To Haves

Experience in the fitness, hospitality, or service industry.

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 with a solution-oriented approach to support positive relationships and retention.
Develop and execute member-engagement strategies, including handling membership concerns, resolving service issues, and conducting personalized outreach.
Monitor member-satisfaction trends and provide actionable insights to improve retention and satisfaction.
Work 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.
Review member comments on online platforms and support timely, consistent reputation-management responses that reflect company values and professionalism.
Partner with the Operations Manager to lead, train, and coach the front desk team and provide 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.