Member Experience Lead: Data-Driven Service & Retention

gov; Greater London; On-site; GBP 38,000 - 52,000; Full time

Job summary

Fitness First in London is seeking a Member Experience Manager to lead the member journey, using data and digital tools to personalise interactions, support member goals, and drive retention. The role focuses on delivering exceptional service and maintaining high operational standards across all club activities.

The position requires strong leadership, collaboration across departments, and a data-driven approach to enhance the overall member experience.

Qualifications

• Experience in hospitality or fitness club environments.
• Proven leadership experience managing teams and operations.
• Strong communication and interpersonal skills.

Responsibilities

• Lead the team to deliver a consistent, personalised, high-energy member experience.
• Create a positive club vibe.
• Train and support team members to deliver exceptional service and operational standards.
• Work collaboratively with all departments.
• Use data insights to personalise interactions and drive retention.
• Ownership of club standards, with a focus on cleanliness and operational excellence.

Skills

Team leadership

Customer service

Data analysis

Cross-functional

Tools

CRM software

Job description

Fitness First in London is seeking a Member Experience Manager to lead the member journey, using data and digital tools to personalise interactions, support member goals, and drive retention. The role focuses on delivering exceptional service and maintaining high operational standards across all club activities.

The position requires strong leadership, collaboration across departments, and a data-driven approach to enhance the overall member experience.