Member Experience Manager

Member Experience Manager

Job Summary : The Member Experience Manager is a key leadership role responsible for delivering exceptional service and engagement strategies to ensure members have an outstanding experience throughout their health and fitness journey. This role supports membership sales, leads member service trainings, creates and executes engagement programs, and oversees the systems and reporting tools used to measure success.

Responsibilities :

• Membership Acquisition & Onboarding :
• 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.
• Member Experience Strategy & Service :
• 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.
• Staffing & Training :
• 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.
• Engagement Events, Community Building & Retention :
• 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.
• Systems & Tools Management :
• 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.
• KPI Reporting & Analysis :
• 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.

Qualifications :

Per pay transparency requirements, the compensation for this position ranges from $31.00 / hour to $36.00 / hour. Minimum rates may vary based on local wage laws. Pay is dependent on factors including site location, specialty, certifications and work experience as well as other business needs. Exos offers a comprehensive benefits package for all full time employees (all benefits are subject to eligibility requirements), which includes health insurance, life and disability benefits, 401(k) plan, and paid time off. Additionally, Exos offers a variety of part time benefits (subject to eligibility requirements).

Who We Are :

For nearly 30 years, Exos has been dedicated to getting people ready for the moments that matter by promoting a holistic approach to health. As an elite coaching company, Exos applies its evidence-based methodology to programming designed to unlock the potential in everyone from corporate employees, to elite athletes, military operators, and beyond. Simply put, we "get you ready" for the moments that matter whether that's striving to excel at work, or training for a major athletic event. How do we do it? Our employer solutions include fitness center management, on-site coaching and classes, and the Exos app, as well as immersive team-building experiences, executive coaching, and personal development programming. Our professional athlete training programs propel elite athletes to new heights in the NFL combine and NBA Draft each year, and our practitioner education courses and workshops provide industry professionals ongoing opportunities for development. We've never been the type to accept the status quo. We're all about studying, learning, innovating, and making waves. And we feel that it's our responsibility to help others because we know there's a better way. That better way is Exos Readiness. We are an equal opportunity employer.

Exos is proud to be an equal opportunity employer. We are committed to creating an inclusive and welcoming workplace for all. We invite applicants from a wide variety of identities, ideas, perspectives and experiences and encourage people from underrepresented backgrounds to apply. Exos offers reasonable accommodations to job applicants with disabilities.