Customer Experience Assistant Manager

Company Overview

Planet Fitness is committed to building an inclusive and supportive environment where everyone feels welcome. As part of our Judgement Free Zone®, we motivate members to lead healthier lifestyles in a positive and encouraging space. Our focus extends beyond bodybuilding or powerlifting—we emphasize overall fitness while maintaining a safe, energetic atmosphere where each person feels valued. As one of the largest and fastest-growing fitness franchises, we take pride in offering experiences that celebrate diversity and respect.

Mission Statement: At PF Supreme, our mission is to expand the Planet Fitness brand, provide meaningful career opportunities for our team, and deliver an authentic Judgement Free experience for our members. We believe that passion and commitment open the door to unlimited success.

Role and Responsibilities

As an Customer Experience Assistant Manager, you will work closely with the General Manager to oversee daily operations, ensure exceptional member satisfaction, and contribute to the overall success of the club. In this leadership role, you will coach and support a motivated team, maintain service excellence, and ensure efficient club performance.

• Recruit, train, and develop Member Service Representatives, Trainers, and Custodians.
• Foster a welcoming and supportive environment for members, guests, and prospects while delivering outstanding customer service.
• Coordinate staff schedules to maintain full shift coverage.
• Lead by example through training, coaching, and holding team members accountable.
• Address employee concerns and assist with disciplinary actions in collaboration with leadership.
• Manage front desk activities, including phone calls, check-ins, sign-ups, tours, and account updates.
• Ensure timely facility opening and closing while upholding safety standards.
• Oversee daily cleaning tasks and ensure a high standard of cleanliness.
• Monitor equipment performance and schedule repairs when necessary.
• Support marketing campaigns by training staff on promotions and offers.
• Approve expenses, process refunds, and complete daily bank deposits.
• Submit HR documentation to Corporate HR as required.
• Track and report weekly, monthly, and annual performance metrics.
• Provide operational support during staff absences.

Required Skills and Experience

• Customer service experience preferred.
• Must be 18 years of age or older.
• Basic computer skills.
• Strong enthusiasm for fitness and healthy living.
• Dependable, punctual, and positive work ethic.
• Excellent communication and interpersonal skills.
• Ability to listen, empathize, resolve issues, and maintain professionalism.
• High School diploma or GED preferred.

Preferred Qualifications

• Previous supervisory or leadership experience.
• Background in fitness, health, or wellness industries.

Compensation and Benefits

• Hourly pay: $18.00.
• Complimentary Black Card membership.
• Career advancement opportunities within Planet Fitness.
• Employee discounts on merchandise.
• Comprehensive benefits package including medical, 401(k), and supplemental insurance.
• Exclusive discounts on travel, entertainment, hotels, attractions, and more.

About Planet Fitness

Planet Fitness is passionate about helping people live healthier lives by providing affordable, high-quality fitness in a fun and inclusive environment. With more than 2,000 locations worldwide, we are rapidly growing and looking for positive, driven individuals who want to play a part in shaping the future of our brand. If you’re ready to make a difference, bring your energy and passion to the Judgement Free Zone®.

Equal Opportunity Employer

Planet Fitness is proud to be an equal opportunity employer. All qualified candidates will be considered without regard to race, color, religion, sex, national origin, disability, veteran status, or any other characteristic protected by law.