Customer Experience Manager

COREcruitment Ltd; Greater London; On-site; GBP 45,000 - 65,000; Full time

Job summary

COREcruitment Ltd in London seeks a hands-on Customer Experience Manager to own the performance of its venues, focusing on customer experience, commercial results, and operational efficiency. You will work from the central London office with regular site visits to venues, shaping the concept and extending it to future sites.

You will own the Arketa system, manage memberships, track KPIs, run initiatives to grow membership value, and lead communications with members, suppliers and contractors.

Qualifications

• Experience in leisure, fitness or experiential venues 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.

Responsibilities

• Own and optimise the customer experience across London venues, with responsibility for performance, commercial results, operations and compliance.
• Manage Arketa booking and membership system including memberships, pricing, schedules, access and integrations.
• Track membership metrics, churn and retention; act on data insights.
• Develop initiatives to grow memberships and member value; run member communications.
• Oversee facilities management, contractors, landlords, cleaners and suppliers; lead site maintenance.

Skills

Customer service

Communication

Facilities management

Multi-site management

Data analysis

Tools

Arketa

Monday.com

Squarespace

Google Ads

Job description

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

Location: London (office-based, with regular site visits)

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