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Fitler Club · 5 days ago

Member Experience Lead

Philadelphia, PA

Full-time

Onsite

Mid, Senior Level

Fitler Club is dedicated to providing an exceptional experience for its members. The Member Experience Lead is responsible for enhancing member engagement and satisfaction through personalized support, strategic onboarding, and community building.

Hospitality

Hiring Manager

Liz Truchel

Responsibilities

Serve as the primary point of contact for members, building meaningful relationships, ensuring seamless transitions, and providing personalized support at every stage

With a strong focus on community, anticipation of member needs, and proactive problem-solving, drive member satisfaction, loyalty, and long-term retention while upholding the exceptional standards of the Fitler Club experience

Serve as a key partner to the Vice President of Membership in designing, owning, and executing engagement, onboarding, and retention strategies that deepen member connection and long-term loyalty

Take initiative in identifying gaps and opportunities in the member journey, developing creative solutions that consistently elevate the Fitler Club experience

Champion continuous improvement across Membership operations, ensuring processes feel seamless, personal, and hospitality-driven

Lead engaging, in-person onboarding experiences that bring the Club to life—clearly communicating rules, perks, amenities, culture, and how to get the most value from membership

Own the new-member journey through proactive follow-ups, thoughtful check-ins, and personalized support to ensure members feel welcomed, confident, and excited to engage

Design and execute engagement strategies—from celebrating life milestones to curated touchpoints and proactive outreach—that make members feel known, valued, and connected

Analyze membership data and behavioral trends to identify disengaged members and create targeted re-engagement plans, in partnership with the Vice President of Membership

Maintain a visible, hospitality-forward presence on the Club floor during peak times (lunch, happy hour), actively engaging members, anticipating needs, and resolving concerns in real time

Help shape, communicate, and uphold Club rules and standards in a way that protects culture while enhancing the member experience

Actively foster community by making thoughtful introductions, facilitating connections, and encouraging meaningful engagement among members

Attend and participate in member events as a visible ambassador of the Club—mixing, mingling, gathering feedback, and ensuring members feel energized and cared for

Conduct compelling, experience-driven tours for prospective members, both one-on-one and during open houses, showcasing the Club’s culture, energy, and value

Represent Fitler Club with enthusiasm and professionalism in the broader community, actively contributing to membership growth through relationship-building and outreach

Collaborate closely with the Vice President of Membership to set goals, measure success, and continuously evolve engagement strategies aligned with overall Club objectives

Partner with Marketing, Operations, and Finance to ensure a cohesive, best-in-class member experience across all touchpoints

Take on additional projects and responsibilities as needed to support the Membership team and advance Fitler Club’s commitment to exceptional hospitality and community

Qualification

Member engagement strategiesCommunity buildingData analysisSales supportRelationship developmentHospitality skillsProblem-solvingCommunication skills

Required