Job Description

POSITION DESCRIPTION

POSITION TITLE:

Member Experience Lead (MEL)

REPORTS TO:

General Manager

DIRECT REPORTS:

Member Experience Specialists

FLSA:

Hourly, Non-Exempt

COMPENSATION:

$19.00 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.

BENEFITS

We offer a competitive, all-encompassing benefits package which includes healthcare benefits for employees who work 30+ hours per week. All employees receive two complimentary gym memberships-one for themselves and another to give away-plus 401k options.


30+ hours per week employees: Paid Time Off (hourly), Health, Dental, Vision Benefits and Paid Parental Leave (in addition to above) 40 hours per week employees: Flexible Vacation Plan (salary) & Paid Holidays (in addition to above)

Come join VASA Fitness and join a passionate, fun, and united team!

We are proud to be a 'Great Place to Work' certified company!

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
Requirements:

QUALIFICATIONS

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Required

High school diploma or equivalent (GED) 3+ years in a customer service environment, preferably in a high-volume contact center Strong written and verbal communication skills Proficiency with CRM/ticketing systems (Zendesk preferred) Ability to multitask and thrive in a fast-paced environment. Demonstrated ability to deescalate and resolve member issues effectively.
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Preferred

Experience in a leadership or coaching role Bilingual (Spanish/English) Prior experience working remotely or in a hybrid environment. Familiarity with membership or fitness industry operations

WORKING CONDITIONS

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Remote or corporate office environment with standard office equipment.
Must be available to work the designated shift (11:30 AM - 8:00 PM). Occasional variation in workload volume and intensity. Must be able to sit or stand for extended periods and lift up to 25 lbs occasionally. Occasional travel required for meetings & club visits.

PHYSICAL AND MENTAL ACTIVITIES AND REQUIREMENTS

Physical Stamina:

Ability to handle physical tasks, including lifting and working in various environments.

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

: This is an essential duty of the position. Employees must work regularly scheduled shifts during business hours to assist members and sell services in-person. Being a Facilities Project Coordinator, you play a crucial role in ensuring that vendor services support the smooth and efficient operation of a facility. This role requires a mix of technical expertise, organizational skills, and the ability to manage multiple tasks and people effectively.

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

VASAH





Compensation: $19.00 per hour + Commission and Bonus Opportunities! Pay Transparency In order to support the Fair Compensation Strategy by the US Govt., HR Dept., clients are required to adhere to "Pay Transparency Law"; in the impacted states; that have mandated the employers to list the salary ranges in Job advertisements or postings for job opportunities and Job promotions.