Member Experience Manager

1 day ago Be among the first 25 applicants

EōS Fitness is bold, upbeat, and motivating. In our fitness routines and work environment, we rise to challenges and handle them head on. Our Core Purpose is to create loyal, lifelong fans and exercise practitioners. Our Core Values are Take Personal Responsibility
, Be Optimistic & Have Fun
, Learn & Grow
, Be a Team Player
, and Fight Hard To Win
.

Develop a team that delivers exceptional customer experience and hits business objectives. The Member Experience Manager supports EōS members and guests by delivering best‑in‑class service, resolving member concerns, handling billing issues, and responding to member feedback.

• Takes initiative in identifying ways to enhance the member experience.
• Serve as the first point of contact for member concerns, ensuring quick resolution of service issues, billing questions, or other concerns.
• Address member complaints with professionalism, empathy, and a solution‑oriented mindset to maintain positive relationships and high retention rates.
• Support member retention through developing and executing strategies to engage members, including promptly handling membership concerns, resolving service issues, and offering personalized outreach.
• Monitor trends in member satisfaction and provide actionable insights to improve retention and overall satisfaction.
• Collaborate with gym department managers to review and respond to member surveys and feedback promptly, addressing any areas for improvement and celebrating successes.
• Ensure members feel heard and valued, maintaining an open line of communication.
• Support online reputation management by reviewing member comments on various platforms, ensuring a timely and consistent voice that reflects our values and professionalism.
• Partner with the Operations Manager to support, lead, train, and coach the front desk team, providing ongoing feedback and development to maintain best‑in‑class customer service.
• Support facility operations with department managers, ensuring cleanliness standards and safety protocols for the best‑in‑class member experience.
• Embody the company's core values in all daily interactions and decision‑making.
• Serve as a leader who inspires the team to uphold the company’s culture and deliver on our core purpose.

• Proven experience in customer service or front‑line leadership, preferably in fitness, hospitality, or service industry.
• Excellent communication (written and verbal), 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 background check.
• Must obtain a 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 around club floors and rooms; communicate with employees, members, and the public.
• Ability to access and operate the company computer system, including preparing documents and entering data.
• Ability to bend routinely and repetitively to lift more than 40 lbs.

$13—$15 USD

• A highly energetic and collaborative team.
• A management team that cares about your professional development.
• Free membership for you and plus one family member.
• Discounted personal training and merchandise – including supplements.
• Employee referral program.
• Daily pay offered – access your funds before payday.
• Competitive pay plus vacation, holiday, and sick pay.*
• Group health, dental, vision, supplemental life, employee assistance program, and even pet insurance are offered!*
• 401(k) + company matching!*
• Personal education growth options with Sophia Learning.

EōS Fitness is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. Employment decisions are based on qualifications, merit, and business needs, without regard to race, color, religion, gender identity, sexual orientation, national origin, age, disability, or any other legally protected status.

To view more information on our CCPA policy, .

EōS Fitness participates in the government eVerify program. Please review the details of this program.