MEMBER EXPERIENCE MANAGER

Job Overview

Member Experience Managers (MXMs) strive to ensure that guests of Evolution Fitness (EF) receive extraordinary customer service. MXMs are also responsible for overseeing the day-to-day operations of the club they get to help manage. Efficiency is a priority. MXMs spend the majority of their time behind the front desk; serving members and team members. The overall focus of the position is to execute and amplify the ever-evolving experience members have at each of the four Evolution Fitness locations in Regina in an effort to increase customer loyalty and retention by exceeding guest expectations.

Job Requirements

Participate in the hiring process for new Customer Service Representatives (CSR’s) and Janitorial Staff including on-boarding and paperwork

On-board and train new hires so they are confident and successful in their position

Deliver group orientations to new hires of all departments

Train and develop CSRs while creating an environment wherein they can excel through encouragement and empowerment

Maintain appropriate schedules to ensure full-coverage of the front-desk; including approving/declining time-off requests

Being on-call during gym hours to answer questions or correct issues staff may have

Attend weekly meetings with the other Evolution Member Experience Managers

Participate in on-going professional development

Answer the phone using the correct greeting and assisting callers as needed

Process transactions at the Point of Sale register

Ensure that front desk systems are being used and that established policies and procedures are being followed, including such things as; member check-in, new member enrolment, and overdue accounts

Retain members using our Cancel-Less program

Enforce and demonstrates by example, all Evolution Fitness policies and procedures

Project a polished and professional image at all times

Qualifications

Excellent communications skills

Be able to function effectively in a fast-paced environment

Excellent troubleshooting and time management

Must display a positive attitude at all times

Operate phone and standard office equipment effectively

Management/Team Lead experience in a front desk/customer service (mandatory)

Proven member satisfaction

Availability during regular hours of gym operations

Requirements

Must have a reliable vehicle

Must have a cell phone

If you are ready to learn, grow, and succeed, we want to sit down and meet you! We thank everyone who applies for the position, however only those successful will be contacted for an interview.

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