Customer Experience Manager

COREcruitment Ltd; City Of London; Sur place; GBP 45 000 - 55 000; Plein temps

Résumé du poste

COREcruitment Ltd is partnering with a fast-growing, tech-led entertainment brand in London to recruit a Customer Experience Manager. You will own the London venue’s performance, focusing on customer experience, commercial results and operational efficiency, with regular office work and site visits.

You will manage the Arketa system, membership lifecycle, data tracking, and lead initiatives to grow memberships, retention and value, while coordinating facilities, maintenance and launches for new

Qualifications

• Experience in leisure, fitness, golf or an experiential venue.
• Track record of looking after customers or members, including converting, retaining and resolving problems.
• Hands-on and practical, comfortable with equipment, maintenance and running a facility.
• Organised and self-directed, able to manage multiple venues and priorities without daily direction.
• Excellent written and verbal communication with customers, suppliers and contractors.
• Comfortable with booking and membership systems, spreadsheets and performance data.
• Direct and confident, with no fear of a difficult conversation with a customer or supplier.

Responsabilités

• Own the venue operations, focusing on customer experience, commercial results, operational efficiency and compliance.
• Manage Arketa booking and membership system, memberships, pricing, schedules, access and integrations.
• Oversee full member lifecycle from trial to sign-up, renewal and win-back.
• Track membership numbers, utilisation and churn and act on data.
• Develop initiatives to grow memberships, improve retention and increase member value.
• Manage all customer communication and be the voice to the members.
• Run intro sessions for new customers and convert them into members.
• Resolve queries and complaints quickly and well.
• Build a member community through events, leagues and partnerships.
• Manage facilities maintenance, including contractors, landlords, cleaners and suppliers.
• Troubleshoot customer issues, remotely and on-site when needed.
• Support new venue openings, including fit-out coordination and launch readiness.
• Run email and social media marketing to members and prospects.
• Support Google Ads and digital campaigns, and build playbooks for each venue launch.
• Represent brand locally with corporate groups and partners.
• Run the business tech stack including Arketa, Monday.com, Claude, churn dashboard and Squarespace.
• Develop and track KPIs, contribute to investor reporting with the CEO.
• Contribute to strategy including new venues, formats, pricing and member proposition.
• Take on ad hoc projects as the business needs.

Connaissances

Experience in leisure, fitness, golf

Customer or member care

Hands-on and practical with facilities

Organised and self-directed

Excellent written and verbal comms

Booking and membership systems, data

Direct and confident with customers/su

Outils

Arketa booking system

Monday.com

Claude

Churn dashboard

Squarespace

Description du poste

Customer Experience Manager - Swing It, Drive It, Play It.”

Location: London (office-based, with regular site visits)
Salary: £45,000 - £55,000+ plus [bonus / benefits]

I am working with a fast-growing, technology-led entertainment brand bringing a premium, flexible pay-as-you-play experience to London. The model is built around convenience and a seamless customer journey, with customers booking, playing and paying in a few taps. They are building the foundations for a scalable multi-site brand and are looking for a Customer Experience Manager to take ownership of how it runs.

The Role

This is a broad, hands-on role for a commercially minded Customer experience Manager who enjoys building systems and making them work. You will have full responsibility for the performance of our London venue(s), with a focus on customer experience, commercial results, operational efficiency and compliance. You will work primarily from their central London office, and you will play a key part in shaping how the concept is run, improved and rolled out to future sites.

• Own the Arketa booking and membership system, including memberships, pricing, schedules, access and integrations
• Manage the full member lifecycle, from trial to sign-up, renewal and win-back
• Track membership numbers, utilisation and churn, and act on what the data tells you
• Develop and run initiatives to grow memberships, improve retention and increase member value
• Manage all customer communication and be the voice to the members
• Run intro sessions for new customers and convert them into members.
• Resolve queries and complaints quickly and well.
• Build a member community through events, leagues, competitions and partnerships.
• Manage scheduled and ad hoc maintenance, including software and hardware upkeep.
• Own facilities management, including contractors, landlords, cleaners and suppliers
• Troubleshoot customer issues, remotely where possible and on site when needed
• Manage stock and consumables across the venues
• Support new venue openings, including fit-out coordination, kit installation and launch readiness
• Run email and social media marketing to members and prospects
• Support Google Ads and digital campaigns, and help build repeatable playbooks for each venue launch
• Represent brand locally with corporate groups, societies, clubs and partners.
• Run the business tech stack, including Arketa, Monday.com, Claude, our proprietary churn dashboard and the Squarespace website
• Develop and track KPIs, and contribute to regular investor reporting with the CEO
• Contribute to strategy, including new venues, new formats, pricing and the member proposition
• Take on ad hoc projects as the business needs

About You

• Experience in leisure, fitness, golf or an experiential venue, such as a gym, golf club, driving range or simulator studio
• A track record of looking after customers or members, including converting, retaining and resolving problems
• Hands-on and practical, comfortable with equipment, maintenance and running a facility
• Organised and self-directed, able to manage multiple venues and priorities without daily direction
• Excellent written and verbal communication with customers, suppliers and contractors
• Comfortable with booking and membership systems, spreadsheets and performance data
• Direct and confident, with no fear of a difficult conversation with a customer or supplier

If you are looking