Member Experience Lead

Job Description

At VASA Fitness, we are looking for a positive and diligent Member Experience Lead (MEL) to join our team. As the Member Experience Lead, you will play a key role in supporting the General Manager and leading a high-performing team to create an exceptional experience for VASA members. This role involves fostering a welcoming and non-intimidating environment, recruiting and training team members, and ensuring our 'UPLIFT' culture is maintained throughout the club.

Responsibilities

• Ensure all Member Experience Specialists (MES) create and maintain our 'UPLIFT' culture in the club.
• Implement the welcoming, non-intimidating VASA experience through our guest-to-member journey and create an exceptional brand experience for guests and members.
• Recruit, hire, and train all MES team members.
• Lead by example and ensure our 'UPLIFT' 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 Responsibilities

• Support the General Manager (GM) by forecasting upcoming staffing needs.
• Have frequent conversations with MES team members to understand changing work.
• Schedule and facilitate training for new MES team members.
• Collaborate with the GM to create a welcoming environment for interview candidates and new hires.
• Evaluate team member-to-member interactions and provide in-the-moment coaching and feedback.
• 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.
• 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.

Benefits

• $20.50 per hour + Commission and Bonus Opportunities.
• Competitive, all-encompassing benefits package, including healthcare benefits for employees who work 20+ hours per week.
• Two complimentary gym memberships--one for themselves and another to give away--plus 401k options.
• Paid Time Off, Health, Dental, Vision Benefits, Paid Parental Leave, Flexible Vacation Plan & Paid Holidays (based on hours worked).