Member Experience Manager

About EōS Fitness

EōS Fitness is an energetic and upbeat fitness company committed not only to delivering motivating workout routines but also fostering a vibrant workplace culture. Our core purpose is to cultivate lifelong, loyal fitness enthusiasts. We live by values such as Personal Responsibility, Optimism and Fun, Learning and Growth, Teamwork, and Resilience.

Position Overview

We are looking for an organized and proactive Member Experience Manager dedicated to providing superior service and support to our members and guests. This pivotal role involves managing customer relationships, resolving billing issues, and responding effectively to feedback. You will collaborate closely with department managers to train and inspire front desk staff while ensuring the gym environment remains clean, welcoming, and upheld to high standards. As a key leader, you will embody our core values and contribute directly to the gym’s overall success.

Key Responsibilities

• Proactively identify opportunities to enhance member experience and satisfaction.
• Act as the primary point of contact for member inquiries, addressing service issues and billing questions promptly and professionally.
• Handle member complaints with empathy and a solutions-focused approach to maintain strong member relationships and retention.
• Develop and implement strategies to engage members and support retention through personalized outreach and swift issue resolution.
• Analyze member satisfaction trends and provide insights to management for improvement.
• Collaborate with department leaders to review member feedback, responding rapidly to concerns and acknowledging positive inputs.
• Maintain open communications ensuring members feel heard and valued.
• Manage the gym’s online reputation by monitoring and responding to comments on various platforms consistently and professionally.
• Work with Operations Manager to lead, train, and mentor front desk teams, ensuring ongoing development and superior customer service.
• Support operational standards including facility cleanliness and safety protocols to guarantee an excellent member environment.
• Model and promote the company’s core values in daily interactions and decision making.
• Inspire and lead the team to consistently uphold company culture and achieve the mission of creating lifelong exercise advocates.

Qualifications

• Proven background in customer service or frontline leadership, ideally within fitness, hospitality, or service sectors.
• Strong verbal and written communication skills alongside problem-solving and interpersonal abilities.
• Ability to multitask effectively in fast-paced, member-facing environments.
• Excellent organizational skills with close attention to detail.
• Familiarity with fitness management software, social media platforms, and Microsoft Office Suite.
• Understanding of fitness operations, including membership management and billing.

Requirements

• Successful completion of background check.
• CPR certification to be obtained within 30 days of employment.
• Attendance at EōS Ethos and Customer Service Training within first 30 days.
• Capability to work within gym setting, move throughout facilities, and interact effectively with members and colleagues.
• Proficiency operating company computer systems including document preparation, data entry, and report review.
• Physical ability to bend frequently and lift over 40 lbs as required.

Compensation and Benefits

The position offers a pay range of $19.90 to $21.90 USD per hour (specific to California).

• Join a vibrant and collaborative team environment.
• Access professional development supported by management.
• Complimentary gym membership for employee plus a family member.
• Discounts on Personal Training and merchandise, including supplements.
• Employee referral incentives.
• Option for daily pay allowing early access to earned wages.
• Competitive salary with vacation, holiday, and sick pay benefits.
• Group health, dental, vision, supplemental life insurance and Employee Assistance Program available based on eligibility.
• 401(k) plan with company matching contributions.
• Opportunities for education and growth through Sophia Learning.

Equal Opportunity and Compliance

We are an equal opportunity employer dedicated to fostering an inclusive workplace, making hiring decisions based on qualifications and merit without discrimination based on legal protected characteristics. We participate in government verification programs and strive for accessibility and reasonable accommodations in our employment process.