Member Experience Manager

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

As the Member Experience Manager, you will lead the delivery of an exceptional member experience across every stage of the member journey. You will use data and digital tools to personalise interactions, support member goals, and drive retention. The objective is to retain every member by ensuring they feel supported and driving operational standards.

Key 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
• Ownership of club standards, with a focus on cleanliness, operational excellence

Contact name Victoria Kelly Fax no. 768076 Email [e-mail] Address The Waterfront
La Rue L'etau
St Helier
JE2 3WF