The Member Experience Manager has the responsibility for effectively assisting in managing all facets of a particular gym location, including, but not limited to, hiring, training, and developing of all tam members, as well as the overall execution of operations & personal training. Responsible for delivering excellent customer service to our members while rolemodeling the organization's values and culture.
Qualifications & Requirements:
- Consistently delivers an exceptional member and team member experience & actively participates in getting to know all members and clients * Oversee member experience within the gym and lead by example * Provide and maintain the highest level of customer service to our members through personal actions and development of staff * Provide effective decision-making regarding customer service issues to provide a positive member experience * Prospecting, Hiring and Onboarding of Personal Trainers and GGX instructors * Lead team to achieve total fitness experience for all members by walking the gym floor and assisting members when needed * Managing and updating GGX schedule * Ownership GOLD'S STUDIO programs to include understanding of reporting, management, and scheduling
- Responsible for auditing Personal Training Certificates to ensure all are valid and uploaded into Club Connect * Shadow Personal Trainers & Coaches to ensure the highest quality of service is provided to clients * Responsible for managing member feedback of your gym * Oversees banking and ensures completed daily with accuracy * Assist in facilitating and monitor company-wide initiatives * Ensure facility is clean and operationally sound & assist in organizing weights and ensuring all machines function properly * Responsible for gym inventory of retail and concessions * Train and develop Front Desk and/or Frontline team members across all Standard Operating Processes involving member acquisition and onboarding * Be an ambassador of your gym by promoting and staying aware of your gym's social media and digital presence * Have business acumen that includes an understanding of the competitive landscape & community around the gym * Ensure compliance throughout the gym by assisting in timely audits
- Strong customer service skills with proven results * Excellent communication skills * Two years of related management experience &/or bachelor's degree in business or related field preferred * Prior experience in Personal Training or Managing Personal Training preferred * Understanding of performance metrics including P&L, revenue, budgeting, inventory, payroll, labor management and facilities maintenance.
Required to work some occasional late shifts and weekends to meet the needs of the business.