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EōS Fitness · 8 hours ago

Member Experience Manager

Casa Grande, AZ

Part-time

Onsite

Mid Level

$13/hr - $15/hr

EōS Fitness is bold, upbeat, and motivating. They are seeking a dynamic and highly organized Member Experience Manager to support members and guests by delivering best-in-class service, addressing member concerns, and partnering with gym department managers to enhance the overall member experience.

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Responsibilities

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 to members

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

Partner with department managers and their teams to support facility operations, including cleanliness standards and safety protocols to provide the best-in-class member experience

Embody the Company's core values (e.g., Take Personal Responsibility, Be Optimistic & Have Fun, Learn & Grow, Be a Team Player, Fight Hard to Win) 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 of creating loyal, lifelong fans and exercise practitioners

Qualification

Customer service experienceFront-line leadershipFitness management softwareCommunication skillsProblem-solving skillsOrganizational skillsMultitasking abilitySocial media proficiencyMicrosoft Office SuiteFitness operationsCPR certificationInterpersonal skillsAttention to detail

Required

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