Member Experience Manager

EōS Fitness

San Antonio Loop 1604 Bandera Rd, US

On-site

Who this role is best for

Geared toward candidates comfortable with front-line leadership and resolving member concerns, with a focus on the fitness industry and collaborative team environments.

Best fit for

Candidates with customer service or fitness industry leadership experience who thrive in collaborative, high-energy environments
— “Proven experience in customer service or front-line leadership, preferably in the fitness, hospitality, or service industry.”
Candidates who can balance operational oversight with team training and development in a dynamic setting
— “Partner with gym department managers to train, motivate, and develop front desk staff while ensuring that our facility is clean, friendly, and well-maintained.”

Things to consider

Must be prepared to obtain CPR certification and complete mandatory training within 30 days of employment
— “Must Obtain a CPR certification within 30 days of employment.”
The role involves physical demands such as lifting more than 40 lbs regularly
— “Ability to bend routinely and repetitively to lift more than 40 lbs.”

How to stand out

Highlight experience in resolving complex member concerns and improving retention rates in your resume and interview responses
— “Address member complaints with professionalism, empathy, and a solution-oriented mindset to maintain positive relationships and high retention rates.”
Demonstrate skills in training and developing front desk staff with examples from your previous leadership roles
— “Partner with gym department managers to train, motivate, and develop front desk staff.”
Showcase your ability to manage and analyze member feedback to drive improvements in service quality
— “Monitor trends in member satisfaction and provide actionable insights to improve retention and overall satisfaction.”
Emphasize experience in maintaining high standards of cleanliness and safety in a gym or hospitality setting
— “Partner with department managers and their teams to support facility operations, including cleanliness standards and safety protocols.”
Demonstrate familiarity with fitness management software and Microsoft Office Suite in your application materials
— “Proﬁciency with ﬁtness management software, social media platforms, and Microsoft Oﬃce Suite.”

Pace · Fast PacedCollaboration · HighAutonomy · MediumDecision Impact · Team

Derived from job-description analysis by Serendipath's career intelligence engine.

What success looks like

Develop a team that delivers exceptional customer experience
Support member retention through engagement strategies
Ensure facility cleanliness and safety

Typical background

Proven experience in customer service or front-line leadershipExcellent communication skills

Skills & requirements

Required

Customer ServiceProblem-solvingTeam LeadershipFacility ManagementCommunicationTraining

Preferred

Fitness Industry ExperienceHospitality Industry ExperienceService Industry Experience

Stack & domain

Customer ServiceBilling ResolutionFront Desk ManagementFacility MaintenanceTeam TrainingProblem-solvingCommunicationTeamworkLeadershipInitiativeAdaptabilityCustomer EngagementFitnessFacility Management

About the role

Original posting from EōS Fitness via Greenhouse

EōS Fitness is bold, upbeat, and motivating. Not only in our fitness routines, but in our work environment as well. Like our members, our employees know how to rise to a challenge and handle it head on. EōS Fitness' Core Purpose is to create loyal, lifelong fans and exercise practitioners. To achieve this purpose, our Core Values are: Take Personal Responsibility, Be Optimistic & Have Fun, Learn & Grow, Be A Team Player, and Fight Hard To Win.
Core Purpose: To create loyal, lifelong fans and exercise practitioners.
We are seeking a dynamic and highly organized Member Experience Manager to support EōS members and guests by delivering best-in-class service. This individual will be responsible for delivering exceptional customer service, addressing member concerns, resolving billing issues, and responding to member feedback. The Member Experience Manager will partner with gym department managers to train, motivate, and develop front desk staﬀ while ensuring that our facility is clean, friendly, and well- maintained. As a key leader in our Company, you will model our core values and work closely with department managers to support the overall success of the gym.
Position Purpose: Develop a team that delivers exceptional customer experience and hits business objectives.
Core Purpose: To create loyal, lifelong fans and exercise practitioners.
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.
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.
Requirements:
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.
Hourly Pay Range$15—$15 USDBenefits and Perks:
A highly energetic and collaborative team.
A management team that cares about your professional development.
Free membership for you and plus one family member.
Discounted Personal Training, and merchandise – including supplements.
Employee referral program.
Daily Pay offered - access your funds before payday.
Competitive pay plus vacation, holiday, and sick pay.*
Group Health, dental, vision, Supplemental Life, and Employee Assistant Program are offered!*
401(k) + Company matching!*
Personal education growth options with Sophia Learning.
Based on eligibility of tenure and full-time vs. part-time employment.
EōS Fitness is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. Employment decisions are based on qualifications, merit, and business needs, without regard to race, color, religion, gender identity, sexual orientation, national origin, age, disability, or any other legally protected status.
To view more information on our CCPA policy, click HERE.
EEO is The Law - click here for more information
Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled
EōS Fitness participates in the government eVerify program. Please review the details of this program by clicking here.
We endeavor to make this site accessible to any and all users. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact the Recruiting Help Line at recruitinghelpline@eosfitness.com or by calling 949.309.4182. To check on the status of your application, please visit the Greenhouse Candidate Portal at my.greenhouse.com for updates.

Source: EōS Fitness careers (Greenhouse)