5-Star Member Experience Lead — Club Duty Manager

Fitness First; Metropolitan Borough of Solihull; On-site; GBP 28,000; Full time

Job summary

A leading fitness organization in Solihull seeks a Member Experience Manager to deliver a 5-star experience for members. The role includes team leadership, member retention management, and ensuring operational compliance. Candidates should have a strong commitment to customer service and team development. Competitive salary of £27,560 with bonus opportunities, alongside comprehensive benefits including gym memberships and professional development access.

Benefits

Competitive bonus structure

Comprehensive benefits portal

Complimentary gym membership

Ongoing professional development opportunities

Qualifications

• Passionate and result-driven leader for member experiences.
• Experience in managing teams and developing talent.
• Commitment to operational standards and health & safety compliance.

Responsibilities

• Lead the team to create a consistent 5-star member experience.
• Manage member feedback and optimize retention tools.
• Provide training and ensure team adherence to policies.
• Maintain cleanliness and hygiene standards in the club.
• Deliver duty management with 100% consistency.

Skills

Leadership

Customer service

Communication

Team training

Operational management

Job description

A leading fitness organization in Solihull seeks a Member Experience Manager to deliver a 5-star experience for members. The role includes team leadership, member retention management, and ensuring operational compliance. Candidates should have a strong commitment to customer service and team development. Competitive salary of £27,560 with bonus opportunities, alongside comprehensive benefits including gym memberships and professional development access.