Job Title: Customer Experience Manager
Location: RacFit – Buda, Texas
Reports To: General Manager
Position Type: Full-Time
Position Overview:
RacFit is a new tennis, pickleball, fitness, and social club opening in Buda, Texas. We are seeking a Customer Experience Manager to lead our front-line team in delivering exceptional service to every member and guest. This individual will be responsible for supervising Customer Experience Representatives (CERs), managing daily front desk operations, training new staff, and creating a welcoming, professional environment that reflects RacFit’s culture of care and community.
Key Responsibilities:
Team Leadership & Operations
- Supervise and support the day-to-day activities of all Customer Experience Representatives.
- Lead the hiring, onboarding, and training process for all front desk team members.
- Develop and maintain training manuals, procedures, and service standards.
- Create staff schedules to ensure optimal coverage during all business hours.
- Serve as the main point of contact for all front desk staff questions, escalations, and feedback.
Customer Experience & Facility Support
- Deliver excellent customer service by greeting and assisting members and guests with a positive, professional demeanor.
- Resolve member concerns in a timely and thoughtful manner; escalate to the General Manager as needed.
- Monitor member access and ensure compliance with RacFit policies and procedures.
- Ensure the front desk area is always clean, organized, and fully stocked.
Administrative & Communication
- Assist with data entry, member account updates, and payment processing using RacFit’s club management software.
- Coordinate with other departments (tennis, fitness, childcare, etc.) to relay important information and ensure a seamless member experience.
- Contribute to internal communications and ensure all CERs are informed of current promotions, events, or facility updates.
Events & Promotions
- Help manage member events and special experiences, assisting with sign-ups, attendance tracking, and event-day support.
- Promote membership upgrades, RacFit programs, and referral opportunities at the front desk.
Qualifications:
- 2+ years of experience in a customer service or hospitality leadership role (preferably in a fitness, wellness, or retail setting).
- Proven ability to manage and motivate a team.
- Strong communication, conflict-resolution, and time management skills.
- Tech-savvy with comfort using scheduling, point-of-sale, or CRM software.
- Positive, energetic attitude with a passion for helping others.
- Availability to work a flexible schedule, including evenings and weekends.
Compensation & Perks:
- Competitive salary based on experience.
- Complimentary RacFit membership.
- Discounts on RacFit programs and services.
- Health and wellness benefits (available to full-time employees).
- Opportunities for professional development and growth.
To Apply:
Interested candidates should submit a resume and cover letter detailing their qualifications and passion for fitness to: [email protected].