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About the Role
The Member Experience Lead (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.
Responsibilities
- Ensure all 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
- 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
- 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
- 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
- High School Diploma or GED required; Bachelor's degree preferred
- 3+ years customer service in a retail, restaurant or in-person based service industry
- 3+ years leading operational teams
- Strong verbal and written communication skills
- Build relationships by establishing trust quickly and positively influencing others
- Personal interest in health, wellness, fitness, and nutrition
- CPR Certified within the first 30 days of employement
- Pass a background check
Skills
- Customer service
- Leadership
- Coaching
- Sales
- Communication
- Relationship building
- Problem solving
Location
- 13995 W National Ave, New Berlin, Wisconsin 53151
Work Type
- Full-time
Experience Level
- 3+ years customer service
- 3+ years leading operational teams
Education Level
- High School Diploma or GED
- Bachelor's degree preferred
Salary/Compensations
- $19.30 per hour + Commission and Bonus Opportunities
Benefits
- Paid Time Off
- Paid Holidays
- Paid Parental Leave
- Medical Benefits
- 401k Options
- 2 Free Complimentary Gym Memberships
About the Company
- 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.
- 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.
- We are proud to be a 'Great Place to Work' certified company!
Equal Opportunity
- VASA Fitness is an Equal Opportunity Employer