Member Experience Manager

About the role

The Member Experience Manager drives member satisfaction by owning end-to-end guest journeys and enforcing standards. Calm, steady leadership transforms everyday interactions into loyal, lifelong fans. This role serves as the first point of contact for members, ensuring concerns are resolved efficiently and the facility maintains a high standard of service. Success in this position directly supports the organization's Core Purpose of creating loyal, lifelong fans and exercise practitioners. You will be responsible for setting the tone of the member experience from the moment a guest walks through the door, translating the company's mission into tangible actions at the front line. This position requires a proactive mindset to identify friction points and implement solutions that enhance the guest visit without constant escalation. You will act as a cultural guardian, ensuring that every interaction aligns with the EōS values of responsibility and optimism. Ultimately, this role exists to build trust, resolve issues, and turn routine check-ins into opportunities for retention and growth.

Key facts

The position is based at the EōS Fitness location in Fern Park, Florida. The specific address is US Highway 17-92 / Semoran Blvd, situated within the Casselberry Plaza. The role requires close collaboration with gym department managers to uphold the EōS culture and values. Compensation for this position ranges from $24.76 to $32.19 per hour.

What you'll do

You will set membership expectations during the onboarding process for new members arriving at the front desk. Handling guest concerns forms a core part of the role, where you will guide issues toward swift resolutions while addressing billing questions with calm clarity. Championing cleanliness and safety standards is a daily duty, performed in partnership with gym department managers. Analyzing survey feedback allows you to spotlight necessary improvements and celebrate team achievements effectively. You will partner with front desk staff on training, coaching, and their ongoing development to ensure consistently high service levels. Monitoring online reviews helps shape how EōS responds across public platforms in an authentic manner. Supporting facility operations involves ensuring all protocols remain visible and are followed accurately by every team member. You will utilize fitness management software to track member interactions and maintain accurate records for compliance and service history. Embodying the company's core values, such as responsibility and optimism, is required in every decision and interaction you make. This role involves coordinating with leadership to align front desk operations with broader business objectives and member retention goals. You will manage the flow of members during peak hours to ensure a smooth and efficient experience for all guests. Maintaining accurate logs of guest interactions and resolutions is essential for continuous improvement and accountability. You will serve as a coach and role model for new hires, demonstrating best practices in service excellence and problem resolution.

Requirements

Passing a background check is mandatory before beginning employment in this role. Earning CPR certification within 30 days of your start date is an obligatory condition of employment. A thorough knowledge of fitness membership management and billing processes is essential for success. You must possess the ability to handle fast-paced customer interactions while demonstrating strong problem-solving skills. Clear communication, both in writing and speech, is necessary, along with proficient use of the Microsoft Office Suite. The role requires a high school diploma or equivalent; this is a non-negotiable baseline for eligibility. Candidates must be legally authorized to work in the United States without sponsorship, as this is a requirement for the position. Reliable transportation is essential, given the operational needs of the front desk and member interactions. You must be able to maintain composure and professionalism in stressful situations, ensuring that service standards are upheld at all times. Adherence to company policies and procedures is mandatory for all staff in this role.

Nice to have

No additional qualifications or experiences are specified as preferred beyond the core requirements and skills.

Skills & tools

This role requires proficiency with fitness management software. Social media platforms are utilized for engagement and reputation management. Competency with the Microsoft Office Suite is necessary for daily administrative tasks.

Practical notes

You are advised to This ensures you have the most current information regarding the position and its specific requirements.