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Exos · 1 month ago

Member Experience Manager

San Francisco, CA

Full-time

Onsite

Entry, Mid Level

$31/hr - $36/hr

2+ years exp

Exos is an elite coaching company dedicated to promoting a holistic approach to health. The Member Experience Manager is responsible for delivering exceptional service and engagement strategies to ensure members have an outstanding experience throughout their health and fitness journey, overseeing membership sales, training, and engagement programs.

FitnessHealth CareNutritionSportsTraining

Responsibilities

Partner with the sales team to support new member acquisition goals

Oversee new member orientation programs to ensure successful onboarding and engagement

Serve as a liaison between new members and appropriate club departments to support health and fitness goals

Develop and implement a comprehensive member experience strategy aligned with company goals

Monitor and manage the member journey from onboarding through renewal, identifying opportunities for improved engagement and satisfaction

Manage member escalations, ensuring resolution in a timely and empathetic manner

Attend and participate in Retention Task Force meetings

Lead the hiring, training, and performance management of fitness member services staff

Directly manage Kiosk staff leads

Deliver ongoing customer service training and coaching to ensure staff deliver world-class service

Champion a positive, inclusive, and motivating service culture

Plan and execute member-focused events including health and wellness seminars, pop culture events, and member appreciation mixers

Collaborate with marketing and fitness teams to create compelling in-club experiences that enhance member retention and satisfaction

Oversee use and data integrity of business systems including Salesforce (CRM), Medallia (feedback), and Perkville (rewards)

Ensure all systems are being leveraged effectively to drive member engagement and feedback collection

Generate and analyze key performance indicators (KPIs) to monitor member satisfaction, retention, and service performance

Provide regular reports to senior director, director and department heads, identifying trends and opportunities for improvement

Qualification

Customer service experienceCRM platforms (Salesforce)Leadership skillsCPR/AED/FA certificationsCustomer feedback systems (Medallia)Loyalty programs (Perkville)Multi-tasking abilityPassion for healthWellnessInterpersonal skillsCommunication skills