Member Experience Lead

Orem, UT, USA

POSITION DESCRIPTION

POSITION TITLE: Member Experience Lead (MEL)

REPORTS TO: General Manager

DIRECT REPORTS: Member Experience Specialists

FLSA: Hourly, Non-Exempt

COMPENSATION: $ per hour + Commission and Bonus Opportunities!

JOIN OUR TEAM

At VASA Fitness, we want to create an uplifting experience for everyone by offering inclusive, accessible, and on-trend fitness. The foundation of our brand is rooted in a culture centered on unity, passion, love, integrity, fun, and trust. Because our culture is alive--embodied by members and team members alike--VASA is a place where lives are changed because of authentic connections made within our supportive community.

Our people BELIEVE in our brand, are HARD WORKING, have HIGH STANDARDS, and GIVE ENERGY to others.

PURPOSE

The Member Experience Lead (MEL) is engaging, positive, diligent, organized, and knows how to drive their club towards results. The ideal candidate has a take-charge personality and a reputation for getting things done. The MEL is responsible for supporting the General Manager and continually developing a high-performing team within the club. The MEL leads by example and coaches their Member Experience Specialists (MES) on how to provide a world-class experience for VASA members.

EXECUTION DELIVERABLES

Ensure all MES create and maintain our "UPLIFT" culture in the club

Implements the welcoming, non-intimidating VASA experience through our guest-to-member journey and creates an exceptional brand experience for guests and members

Responsible for recruiting, hiring, and training all MES team members

Lead by example and ensure our UPLIFTing culture and values are the foundation for every communication and interaction

Promote REVIVE sales, our in-club snack, drink, gear, and apparel shop

Maintain the club so equipment is functioning, the facilities are clean, and staff are friendly and helpful

MANAGEMENT RESPONSIBILITES

Support the General Manager (GM) by forecasting upcoming staffing needs

Have frequent conversations with MES team members to understand changing work

Work with the GM to schedule and conduct interviews and ensure the right candidates are hired for open positions

Schedule and facilitate training for new MES team members

Collaborate with the GM to create a welcoming environment for interview candidates and new hires

Constantly evaluate team member-to-member interactions

Provide in-the-moment coaching and feedback to recognize success and address opportunities for improvement

Delegate tasks to maximize efficiencies and create balanced workloads and validate completion

Teach and coach MES staff on VASA's non-intimidating approach on how to convert a guest to a member

Support GM in creating sales plans that are achieved by addressing and coaching successful behaviors and tactics

LEADERSHIP AND COACHING

Communicate, lead by example, and motivate your team to understand and develop passion for the brand, our values, and our approach

Proactively provide ideas and solutions to help move the business forward

Ability to prioritize tasks to achieve club goals during scheduled shifts and be able to adjust priorities as the business dictates

Delegate tasks and responsibilities to ensure work is completed and club goals are achieved

Build trust and strong relationships with all team members

Provide coaching in the moment that inspires commitment and positive change

Give input and feedback to GM in succession planning conversations

REQUIRED QUALIFICATIONS

High School Diploma or GED required; Bachelor's degree preferred

3+ years customer service in a retail, restaurant or in-person based service industry

3+ years leading operational teams

Strong verbal and written communication skills

Build relationships by establishing trust quickly and positively influencing others

Personal interest in health, wellness, fitness, and nutrition

CPR Certified within the first 30 days of employement

Pass a background check

Primary work in a fitness facility and office setting. Temperature variations can occur. The environment includes some ambient noise such as talking and use of gym equipment and machinery

PHYSICAL AND MENTAL ACTIVITIES AND REQUIREMENTS

Talking: Especially where one must frequently convey detailed or important instructions or ideas accurately, loudly, or quickly.

Physical Strength: Non-Sedentary work, standing and walking most of the time. Must be able to lift, push, pull, and move a minimum of 50 pounds.

Reasoning Ability: Ability to deal with a variety of variables under limited standardization. Able to interpret various instructions and relay instructions to clients

Attendance is an essential duty of the position. Employees must work regularly scheduled shifts, during business hours to assist members and sell services in-person.

This position description intends to describe the general nature and level of work being performed by people assigned to this job. It is not intended to include all duties and responsibilities. The order in which duties and responsibilities are listed is not significant.

VASA Fitness is an Equal Opportunity Employer