Member Experience Manager

Job Description

Member Experience Manager (Full-Time, Salaried)

3065 S Imperial St (1700 E), Millcreek, UT 84106

APPLICATIONS ARE BEING ACCEPTED NOW

Epic Fitness Mission Statement

Epic Fitness exists to inspire and motivate each individual to become the best possible version of themselves and to get 1% better every day!

Story of Epic Fitness

Epic Fitness was founded in 2009 by Ben S. Fogel, who has been coaching people for almost two decades. As a former World Cup and World Championship athlete, Ben learned from some of the best in the world how to be a great coach and mentor. He graduated with honors with a Bachelor of Science degree in Exercise Science from Cal Poly, San Luis Obispo, and continues to dedicate himself to learning and growing to benefit both his team and our members. Epic Fitness began as a private one-on-one personal training business and has evolved into a dynamic, semi-private (one coach with up to four clients) personal training studio. Each client receives a unique plan designed around their specific goals and needs. Epic Fitness also offers small, energetic group coaching classes and 'client-led' open gym sessions for additional coaching exposure.

What Makes Epic Fitness Different

We do training differently. We believe that since every individual is unique, your training program should be too. At Epic Fitness, your fitness experience is customized based on your personal needs and goals.

Epic Fitness Core Values

• FUN – We believe in having a great time with our clients and want you to enjoy every training session. We love to make people laugh — fun is priority #1!
• GROWTH – Every client has a unique starting point. Our goal is to help you get 1% better every day, making steady progress toward your goals.
• COMMUNITY – Epic Fitness is your third home. We foster connection, give back to our community, and create an environment where everyone can thrive. Community is everything.
• COMMITMENT – We're committed to helping our members reach their goals and ask for that same commitment to the process of change.

Overview of the Position

This is a full-time, salaried, community-facing role for someone who wants to lead — not just clock in. As our Member Experience Manager, you'll coach semi-private sessions and group classes while owning the member experience from first trial to lifelong member: building relationships, driving trial conversions, and making sure every person who walks through our doors feels like they belong here.

This role reports to the Owner. It's both customer-facing and team-oriented, and it lives at the intersection of coaching and hospitality — you're a coach first, but you're also the person who makes Epic Fitness feel like a community, not just a gym. We're a small, high-performing team in a fast-growing, ambitious environment, and we need someone who thrives on ambiguity, takes ownership without being asked, and genuinely believes Core Value #3: Community is Everything.

Our Ideal Candidate

You've got 3+ years of customer service and/or sales experience, plus at least 1 year training clients in person. You have a proven track record of building relationships and getting results - whether that's client outcomes, retention, or sales. You have a "roll up your sleeves" mentality and take pride in every small detail.

Essential Roles and Responsibilities

• Coach semi-private personal training sessions and group classes (up to 20 hours per week), programming both strength training programs and metabolic conditioning classes.
• Own trial-to-membership conversion - directly sell membership options to trial members.
• Conduct new member consultations and movement assessments.
• Run member 90-day check-ins and schedule ongoing member goal check-ins.
• Manage check-ins, milestones, and anniversaries for Personal Training members, including cards and gifts.
• Plan and run member celebrations and events.
• Receive, coordinate, and respond to all member feedback.
• Coordinate and post content for our location's social media.
• Read and respond to member emails, including general updates and policy changes.
• Provide consistent, positive engagement through calls, texts, or cards.
• Perform up to 20 hours of weekly administrative duties, including scheduling and outreach
• Attend bi-weekly team meetings (Thursdays, 12:15–1:15 PM).
• Shifts typically run 5:40 AM– 1:30 PM or 12 PM–7:30 PM, Monday- Friday, with two Saturday shifts per month.

Qualifications and Skills

Required:

• At least 2 years of customer service and/or sales experience.
• At least 1 year of in-person client training experience.
• Up-to-date CPT (NASM or NSCA), CFSC, or CSCS certification.
• Up-to-date CPR/AED certification.
• Comfortable discussing sales and retention with members.
• Excellent verbal and written communication - able to communicate clearly and promptly with members and teammates alike.
• Skilled with common office technology (Google Docs/Sheets, Microsoft Office Suite, Adobe Acrobat PDF).
• Highly professional: punctual, resourceful, independent, detail-oriented, and accurate.
• Accountable - honors commitments, owns mistakes and corrects them quickly, meets deadlines, and communicates proactively.
• Respects confidentiality and handles member information appropriately.
• Comfortable with ambiguity and eager to build new processes as we grow.
• Flexible schedule - some early mornings and evenings required.
• Comfortable working independently.
• Must be a Certified Nice Person (CNP).

Preferred certifications: NASM-CPT, NSCA-CSCS, FMS, RKC/SFG, CFSC, or FRC.

Values Alignment — You Must Believe That:

• People come before profit.
• Community is everything - it drives how we operate every day.
• You can get 1% better every day.
• Learning is a lifelong pursuit - you're a personal and professional development junkie.
• Developing career paths for people matters.
• You want to make a real impact on this industry.

Additional Opportunities for Growth

• Competitive commission-based sales opportunities.
• Clear, transparent pathway to increased responsibility and promotion.
• Corporate Wellness Director roles may become available with a separate salary structure.

Benefits of Working at Epic Fitness

• 7 days of PTO per calendar year in year one, plus 6 paid holidays.
• ROTH 401(k) with up to 3% employer match.
• Up to $500/year in continuing education reimbursement.
• Quarterly profit-sharing bonus program.
• Complimentary Epic Fitness membership for you and your spouse/partner.
• A fun, growth-focused work environment.

Next Steps

Are you a rockstar coach and connector — or ready to become one?

We want YOU!

Story of Epic Fitness:

Epic Fitness was founded in 2009 by Ben S. Fogel who has been coaching people for almost 2 decades. As a former World Cup and World Championship athlete himself, he has learned from some of the best in the world how to be a great coach and mentor. Ben graduated with honors with a Bachelors of Science degree in Exercise Science from Cal Poly, San Luis Obispo. Ben spends a great deal of his time learning, growing, and increasing his knowledge in order to benefit his team and our members.
Epic Fitness started as a private, one-on-one personal training business. It has since moved into a dynamic, semi-private personal coaching business that emphasizes on everyone having their own unique plan based on their own fitness goals and needs. Epic Fitness also offers small energetic group coaching classes and “client led” open gym sessions that provide clients additional exposures with a coach by their side.

What makes Epic Fitness different and stand above its competitors? We do training differently. We believe that since every individual is unique, your training program should be unique as well. At Epic Fitness your fitness experience is customized based on your individual needs and personal goals.