Member Experience Manager - New Gym Opening!
$38,480–$42,640 year
On-siteMesa, Arizona, United States
Job Summary
Serve as the first point of contact for member concerns, ensuring quick resolution of service issues, billing questions, or other complaints with a solution-oriented mindset. Identify ways to enhance the member experience by monitoring satisfaction trends, reviewing online comments, and executing personalized outreach strategies to improve retention. Partner with department managers to train, motivate, and coach the front desk team while maintaining cleanliness standards and safety protocols across the facility. Address member feedback promptly to ensure everyone feels heard and valued, modeling core values in all daily interactions.
Required Qualifications
- Proven experience in customer service or front-line leadership, preferably in the 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 about club floors and rooms; communicate with employees, members, and the public
- Ability to access and operate the Company computer system including preparing documents, entering data into computer system, read reports from a computer data base or email system
- Ability to bend routinely and repetitively to lift more than 40 lbs
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