Director of Member and Studio Experience

Reports To: Chief Commercial Officer
Work Type: Hybrid (Off-Site Studio & In-Office)
Compensation: Starting at $80,000.00 annually, commensurate with experience

Position Summary

The Director of Member and Studio Experience is a senior leadership role employed by TruFusion and responsible for overseeing the member and studio experience across TruFusion studio locations nationwide. This individual develops and manages strategies and programs designed to enhance member satisfaction, deepen engagement, and drive retention and growth consistently across a multi-state studio network.

Key Responsibilities

Data Analysis

• Leverage data and analytics to understand member trends, measure the effectiveness of initiatives, and identify opportunities for improvement across the studio experience.
• Monitor key performance indicators related to member satisfaction, engagement, retention, and growth.
• Translate data insights into actionable recommendations for leadership and studio teams.

Program Development

• Create and implement member experience programs and initiatives, including member relation enhancements, employee engagement programs, and refined steps of service.
• Design and roll out scalable hospitality frameworks that elevate the overall studio experience.
• Evaluate program outcomes and refine initiatives based on feedback and performance data.

Cross-Functional Collaboration

• Partner with marketing, sales, operations, and studio teams across all TruFusion locations to ensure a unified and seamless experience at every member touchpoint.
• Serve as the internal champion for the member experience, aligning cross-departmental goals with experience objectives across the full studio network.
• Facilitate regular communication across regional and local teams to ensure consistency of standards and initiatives in every market.

Leadership and Team Management

• Lead studio staff across all TruFusion locations in day-to-day experience guidelines, ensuring adherence to brand standards and consistency of execution in every state.
• Coach, develop, and support studio team members across multiple markets in delivering exceptional member interactions.
• Set clear performance expectations and provide ongoing feedback to drive team accountability and growth.

Continuous Improvement

• Foster a culture of continuous improvement by championing user-centered strategy and staying current on trends in experience elevation and hospitality.
• Regularly audit the member journey and class experience to identify friction points and implement solutions that enhance satisfaction.
• Introduce and test new experience strategies in alignment with TruFusion brand values and The Original Fit Factory’s organizational vision.

Qualifications

• 5+ years of experience in member experience, hospitality, or studio/fitness operations leadership.
• Proven ability to develop and execute experience programs at scale across multiple locations or markets.
• Strong data literacy with experience using analytics to inform strategy.
• Excellent cross-functional communication and collaboration skills across distributed teams.
• Experience leading and developing studio or service teams in a multi-site, multi-state environment.
• Ability and willingness to travel to TruFusion studio locations across multiple states as needed.
• Passion for fitness, wellness, and delivering world-class member experiences.