Director of On-Site Member Experience

Job Summary:

Responsibilities: 

• Develop and implement a hospitality-driven experience strategy that enhances the brand and exceeds member and client expectations.

• Collaborate with client and EXOS stakeholders to ensure member experiences align with contract standards and client goals.

• Design and lead programs aimed at improving member satisfaction and loyalty, ensuring services meet the expectations of clients who operate the wellness centers.

• Develop and monitor key touch points within the member journey (e.g., onboarding, class sign-ups, equipment usage, personal training, locker room, and departure).

• Create and standardize best-in-class service protocols that elevate hospitality and ensure alignment with client expectations, from greeting to problem resolution.

• Establish KPIs to track member satisfaction, retention, and service delivery. Regularly present actionable insights to leadership and clients.

• Improve and analyze member feedback, surveys, and data to identify areas for improvement and enhance the overall gym experience.

• Regularly present insights and reports to leadership and clients, proposing actionable recommendations based on data trends to ensure client satisfaction and contractual compliance.

• Lead and develop a high-performing team, focused on delivering premium hospitality experiences across multiple centers.

• Stay current on industry trends and innovations to drive improvements and introduce new programs/services.

Qualifications:

• Bachelor’s degree required; Hospitality, Business, or related field preferred

• 8+ years in hospitality, fitness, or a similar industry, with a focus on customer service and member engagement

• Strong leadership, communication, and data-driven decision-making skills

• Proven experience working with clients to meet expectations and uphold contract standards

• This is a remote position that requires periodic travel to our various client locations globally

WHO WE ARE 

For nearly 30 years, Exos has been dedicated to getting people ready for the moments that matter by promoting a holistic approach to health. As an elite coaching company, Exos applies its evidence-based methodology to programming designed to unlock the potential in everyone from corporate employees, to elite athletes, military operators, and beyond.

Simply put, we “get you ready” for the moments that matter — whether that’s striving to excel at work, or training for a major athletic event. How do we do it? Our employer solutions include fitness center management, on-site coaching and classes, and the Exos app, as well as immersive team-building experiences, executive coaching, and personal development programming. Our professional athlete training programs propel elite athletes to new heights in the NFL combine and NBA Draft each year, and our practitioner education courses and workshops provide industry professionals ongoing opportunities for development.

We’ve never been the type to accept the status quo. We’re all about studying, learning, innovating, and making waves. And we feel that it’s our responsibility to help others because we know there’s a better way. That better way is Exos Readiness.

We are an equal opportunity employer

EXOS is proud to be an equal opportunity employer. We are committed to creating an inclusive and welcoming workplace for all. We invite applicants from a wide variety of identities, ideas, perspectives and experiences and encourage people from underrepresented backgrounds to apply. Exos offers reasonable accommodations to job applicants with disabilities. 

Learn more here:

• EEO is the Law
• EEO is the Law Supplement