London Customer Experience & Membership Lead

COREcruitment Ltd; Greater London; On-site; GBP 35,000 - 45,000; Full time

Benefits offered by this job

Bonus/benefits

Job summary

Swing It, Drive It, Play It is seeking a Customer Experience Manager in London to own the performance of our venues with a focus on customer experience, commercial results, and operational efficiency. The role is office-based in central London with regular site visits, and you will shape how the concept runs and scales to future sites.

You will own the Arketa booking system and membership lifecycle, track KPIs, and lead initiatives to boost memberships.

Qualifications

• Experience in leisure, fitness or experiential venues.
• Proven track record in customer or member care, retention and problem resolution.
• Hands-on and practical with facilities and equipment.

Responsibilities

• Own the booking and membership system, including pricing and scheduling.
• Manage full member lifecycle from trial to renewals and win-back.
• Track memberships, utilization and churn; act on data insights.
• Run initiatives to grow memberships, improve retention and member value.
• Oversee member communications and be the voice to members.
• Support new venues with launch readiness and fit-out coordination.
• Run marketing to members and prospects and support digital campaigns.

Skills

Customer experience

Membership management

Data analysis

Communication

Tools

Arketa

Monday.com

Claude

Squarespace

Job description

Swing It, Drive It, Play It is seeking a Customer Experience Manager in London to own the performance of our venues with a focus on customer experience, commercial results, and operational efficiency. The role is office-based in central London with regular site visits, and you will shape how the concept runs and scales to future sites.

You will own the Arketa booking system and membership lifecycle, track KPIs, and lead initiatives to boost memberships.