Member Experience Lead, Club Operations

Edgbaston Priory Club; Birmingham; Hybrid; GBP 26,000 - 34,000; Full time

Job summary

Edgbaston Priory Club is seeking an experienced Duty Manager to oversee daily operations, lead the team and ensure outstanding member and guest experiences in a busy, hospitality-driven environment.

You will coordinate across Welcome Desk, Fitness, Racquets and F&B, maintain premium standards and respond promptly to incidents while upholding club policies and safety rules. Weekend and bank holidays are required.

Qualifications

• Proven experience managing leisure or hospitality facilities in premium/member-focused environments.
• Experience leading and developing teams in fast-paced operations.
• Excellent customer service with ability to resolve complaints professionally.
• First Aid at Work certification essential with AED use.
• Qualification in Leisure Management, Health & Safety or related discipline.
• Strong communication and interpersonal skills with members and staff.
• Highly organized with attention to detail.

Responsibilities

• Provide strong day-to-day leadership, supporting the Lead Duty Manager and wider Duty Management team.
• Set, monitor and ensure completion of daily and weekly operational objectives.
• Maintain premium standards of service, presentation and cleanliness.
• Supervise all areas of the Club during shifts, ensuring SOPs and policies are followed.
• Work with Head of Operations to maintain a safe, welcoming environment.
• Deliver friendly, personalised service to members, guests and visitors.
• Champion a member-first culture and lead by example.
• Communicate policies, pool rules and safety regulations clearly.
• Respond to operational issues, complaints and incidents with appropriate action.
• Make sound decisions under pressure while staying calm and professional.

Skills

Leadership

Customer service

Communication

Attention to detail

Team leadership

Education

First Aid at Work certification

Leisure Management qualification

Health & Safety qualification

Job description

Edgbaston Priory Club is seeking an experienced Duty Manager to oversee daily operations, lead the team and ensure outstanding member and guest experiences in a busy, hospitality-driven environment.

You will coordinate across Welcome Desk, Fitness, Racquets and F&B, maintain premium standards and respond promptly to incidents while upholding club policies and safety rules. Weekend and bank holidays are required.