Member Experience Lead

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. 

We offer a competitive, all-encompassing benefits package which includes healthcare benefits for employees who work 20 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!

POSITION TITLE:    Member Experience Lead (MEL)

REPORTS TO:          General Manager

DIRECT REPORTS: Member Experience Specialists

PURPOSE

The Member Experience Lead (MEL) is responsible for supporting the General Manager in building and developing a high-performing team within their designated club. The MEL leads by example and coaches Member Experience Specialist to provide a world class experience to our Members.

DELIVERABLES

The deliverables for this position include, but are not limited to, the following:

Operational Responsibilities: Supports Staffing, Training, Upholds Operational Standards and Demonstrates “Care” and “Creates Connection” throughout the schedule shift.

• Support Staffing and Training: Supports GM by forecasting upcoming staffing needs (MES). Has frequent conversations with MES team members to understand changing work schedules and shifting employee needs that would generate a staffing need.  Works with the GM to schedule and conduct interviews, ensures that the right candidates are hired for open positions. Schedules and facilitates training for new Member Experience Specialist. Leads with the GM to create a welcoming environment for candidates and new hires.
• Upholds Operational Standards: Constantly evaluates the Team Member to Member interaction, provides coaching and feedback in the moment to recognize success and address opportunities, conducts club walks, deploys Team Members to positions to maximize efficiencies and balance the workload, assigns cleaning tasks and validates completion.
• Delivers Care and Creates Connection: Teaches and provides coaching to the Member Experience Specialist to move a “guest to a member” using VASA sales tools. Supports GM in creating sales plans that are achieved by addressing and coaching behaviors and implementing tactics.

Leadership Responsibilities: Is responsible for supporting the GM with Analyzing the Business, Prioritizing and Planning, and the Coaching and Ongoing Development of Team Members.

• Supports Analyzing the Business, Prioritizing and Planning: Provides GM input and feedback from Member observations and Operational execution when analyzing the business. Proactively provides ideas and solutions to help move the business forward. Is able to prioritize tasks to achieve club goals during scheduled shift. Is able to adjust priorities as the business dictates. Is able to delegate tasks and responsibilities to ensure work is completed and club goals achieved.
• Coaches and Supports Ongoing Team Member Development: Leads by example, demonstrates enthusiasm for VASA values. Builds trust and strong relationships with all Team Members (up, down and sideways). Is able to provide coaching in the moment that inspires commitment. Provides input and feedback to GM in succession planning conversations.

COMPETENCIES

The competencies for successful performance in this role include, but are not limited to, the following:

• Strong verbal  and written communication skills
• Relationship Building- is able to build trust quickly and influence
• Interpersonal Savvy
• Results Focused
• Unquestionable personal code of ethics and integrity

QUALIFICATIONS

The qualifications for this position include, but are not limited to, the following:

• 3 yrs. customer service in a retail, restaurant or in-person based service industry
• 3 yrs. leading operational teams required
• Bachelor’s degree preferred but not required
• Personal interest in health, wellness, fitness, and nutrition.
• Must have a current CPR and be able to pass a background check

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