Member Experience Manager

Join to apply for the Member Experience Manager role at EȥS Fitness

EȥS Fitness is a bold, upbeat, and motivating fitness community. Our Core Purpose is to create loyal, lifelong fans and exercise practitioners by delivering best‑in‑class member experiences.

Develop a team that delivers exceptional customer experience and supports business objectives while embodying our core values.

• Takes initiative in identifying ways to enhance the member experience.
• Serves as the first point of contact for member concerns, ensuring quick resolution of service issues, billing questions, or other concerns.
• Addresses member complaints with professionalism, empathy, and a solution‑oriented mindset to maintain positive relationships and high retention rates.
• Supports member retention through developing and executing engagement strategies and offering personalized outreach.
• Monitors trends in member satisfaction and provides actionable insights to improve retention and overall satisfaction.
• Collaborates with gym department managers to review member surveys and feedback promptly, addressing any areas for improvement.
• Ensures members feel heard and valued, maintaining an open line of communication.
• Supports online reputation management by reviewing member comments on various platforms.
• Partners with the Operations Manager to lead, train, and coach the front desk team, maintaining best‑in‑class customer service.
• Partners with department managers to support facility operations, including cleanliness standards and safety protocols.
• Embodies the company’s core values in all daily interactions and decision‑making.
• Serves as a leader who inspires the team to uphold the company’s culture and deliver on our core purpose.

• Proven experience in customer service or front‑line leadership, preferably in fitness, hospitality, or service industry.
• Excellent written and verbal communication, 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 a background check.
• Must obtain a CPR certification within 30 days of employment.
• Must attend EȥS Ethos and Customer Service Training within 30 days of employment.
• Ability to work in a gym setting; move around club floors and rooms; communicate with employees, members, and the public.
• Ability to access and operate the company computer system including preparing documents and entering data.
• Ability to bend routinely and repetitively to lift more than 40 lbs.

Hourly Pay Range
$13–35 USD

• A highly energetic and collaborative team.
• A management team that cares about your professional development.
• Free membership for you and 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, employee assistance program, and pet insurance.
• 401(k) with company matching.
• Personal education growth options with Sophia Learning.
• Based on eligibility of tenure and full‑time vs. part‑time employment.

EȥS 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.

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