Member Experience & Growth 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

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.