Director, Member Experience (Field) - NYC
New York, NY

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New York, NY
United States

Job Description
Director, Member Experience (Field) - NYC



We are a company with integrated luxury and lifestyle offerings centered on Movement, Nutrition and Regeneration. In addition to Equinox, our other brands, Blink, Pure Yoga, SoulCycle, Furthermore, and Equinox Hotels are all recognized for inspiring and motivating members and employees to maximize life. Within our portfolio of brands, we have more than 200 locations within every major city across the United States in addition to London, Toronto, & Vancouver.


We are passionate about high performance living and we practice what we preach - investing time in our own health and fitness. We believe that everyone has untapped potential within them and it takes a disruptive approach to unleash it. We dream big and don't settle for the status quo. We sweat the details. We never accept less than 110% to help each other deliver the Equinox experience and enable our members to get great results. We are obsessed with what's new, what's now, what's next. Never following, always leading, living ahead of the moment in fashion, culture and consumer behavior. We aren't just a company; we're a community vested in each other's success. We value humility and a team approach at every level of the company.


We pride ourselves on taking care of our member and creating a club community where each member feels valued, this is at the forefront of everything we do at Equinox. We care about our members first so it is important to us be connected, engaged and up to date with the pulse in our member community. That is why are looking for a Member Experience Director that brings passion, an elevated experience and energy to understand those are important to our business. This role will be based out of one of our club locations.

If you are a high performing individual who is passionate about winning and inspiring others, then we are excited to discuss career opportunities with you..

Job Description

  • Develop and nurture a strong relationship with our members, in an attempt to best understand their needs.
  • Forge a deeper connection with members to ensure we fully understand their needs and interest, allowing us to continuously evolve the clubs programming
  • Build strong working relationship with the club's ancillary department leaders to better sync the, "Movement Nutrition Regeneration" messaging between our business units and with the members
  • This role will become an expert on everything we offer, allowing this person to proactively make programming recommendations to ensure member results are achieved in addition to driving the revenue performance of our ancillary business units
  • Utilize member feedback to develop strategies around improving member engagement and the overall club experience
  • Complete monthly member service call in order to evaluate the club experience as well as build further rapport with members
  • Work in collaboration with the club General Manager to create member engagement solutions based on feedback and Medallia scores
  • Partner with the clubs Marketing, PR and sales team to curate special events and partnerships that enhance the overall member experience
  • Partner with the General Manager and sales team to develop the club's new member on boarding strategy


  • Costumer service experience required along with experience in a premium/luxury service environment
  • Excellent verbal and written skills
  • Impeccable networker and relationship building skills
  • Exceptional time management and organization skills
  • Personal connection and passion for health and fitness
  • Ability work as part of small team who work closely together
  • A background in Personal Training or Pilates is a plus
  • Motivational Coaching and Nutritional Certification desirable

Additional Information

  • We offer competitive salary, Medical, Dental, 401K, and a complimentary club membership
  • 30- 50% discounts on all Equinox products and services including Personal Training, Private Pilates, Spa and Café services and Shop items

This job description is intended to describe the general requirements for the position. It is not a complete statement of duties, responsibilities or requirements. Other duties not listed here may be assigned as necessary to ensure the proper operations of the department.

Equinox is an equal opportunity employer. For more information regarding our career opportunities, please visit one of our clubs or our website at

All your information will be kept confidential according to EEO guidelines. Must have a legal right to work in the United States.
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