What are the responsibilities and job description for the Customer Experience Manager position at beBee Careers?
Job Summary:
EōS Fitness is a dynamic and motivating workplace that prioritizes creating loyal, lifelong fans and exercise practitioners. We are seeking a highly organized Member Experience Manager to support EōS members and guests by delivering exceptional customer service.
About the Role:
This key leader will be responsible for delivering exceptional customer experience, addressing member concerns, resolving billing issues, and responding to member feedback. They will partner with gym department managers to train, motivate, and develop front desk staff while ensuring that our facility is clean, friendly, and well-maintained.
Key Responsibilities:
Requirements:
To succeed in this role, you will need proven experience in customer service or front-line leadership, preferably in the fitness, hospitality, or service industry. Additionally, proficiency with membership management and/or point of sale software, social media platforms, and Microsoft Office Suite is required.
EōS Fitness is a dynamic and motivating workplace that prioritizes creating loyal, lifelong fans and exercise practitioners. We are seeking a highly organized Member Experience Manager to support EōS members and guests by delivering exceptional customer service.
About the Role:
This key leader will be responsible for delivering exceptional customer experience, addressing member concerns, resolving billing issues, and responding to member feedback. They will partner with gym department managers to train, motivate, and develop front desk staff while ensuring that our facility is clean, friendly, and well-maintained.
Key Responsibilities:
- Develop a team that delivers exceptional customer experience and hits business objectives.
- Serve as the first point of contact for member concerns, ensuring quick resolution of service issues, billing questions, or other concerns.
- Address member complaints with professionalism, empathy, and a solution-oriented mindset to maintain positive relationships and high retention rates.
- Support member retention through developing and executing strategies to engage members, including promptly handling membership concerns, resolving service issues, and offering personalized outreach to members.
- Collaborate with gym department managers to review and respond to member surveys and feedback promptly, addressing any areas for improvement and celebrating successes.
- Support online reputation management by reviewing member comments on various platforms, ensuring a timely and consistent voice that reflects our values and professionalism.
- Partner with the Operations Manager to support, lead, train, and coach the front desk team, providing ongoing feedback and development to maintain best in class customer service.
- Partner with department managers and their teams to support facility operations, including cleanliness standards and safety protocols to provide the best-in-class member experience.
Requirements:
To succeed in this role, you will need proven experience in customer service or front-line leadership, preferably in the fitness, hospitality, or service industry. Additionally, proficiency with membership management and/or point of sale software, social media platforms, and Microsoft Office Suite is required.
