Job Description

Join to apply for the Member Experience Manager role at Exos .

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

• 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.

• 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.

• 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 worldclass service.
• Champion a positive, inclusive, and motivating service culture.

• Plan and execute memberfocused events including health and wellness seminars, pop culture events, and member appreciation mixers.
• Collaborate with marketing and fitness teams to create compelling inclub experiences that enhance member retention and satisfaction.

• 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.

• 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

• 2+ years of experience in customer service, hospitality, or fitness industry management roles.
• Current CPR/AED/FA certifications preferred.
• Proven experience in member or clientfacing roles with a focus on customer satisfaction and retention.
• Strong knowledge of CRM platforms (Salesforce), customer feedback systems (Medallia), and loyalty programs (Perkville) is preferred, but not required.
• Exceptional interpersonal, leadership, and communication skills.
• Ability to manage multiple priorities and lead in a fastpaced, highenergy environment.
• Passion for health, wellness, and helping others.

Pay & Compensation

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 fulltime 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 parttime 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 evidencebased 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 thats striving to excel at work, or training for a major athletic event. Our employer solutions include fitness center management, onsite coaching and classes, and the Exos app, as well as immersive teambuilding 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. Weve never been the type to accept the status quo. Were all about studying, learning, innovating, and making waves. And we feel that its our responsibility to help others because we know theres a better way. That better way is Exos Readiness.

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. Learn more here:

• EEO is the Law
• EEO is the Law Supplement

Seniority level

MidSenior level

Employment type

Fulltime

Job function

Business Development and Sales

Industries

Wellness and Fitness Services

Job Tags

Similar Jobs