Member Experience Manager

Fitness First Ltd; Greater London; On-site; GBP 38,000 - 62,000; Full time

Benefits offered by this job

Bonus Scheme

Benefit Portal

Health and Wellness

Professional Development

Job summary

Fitness First is seeking a passionate and results-driven Member Experience Manager to deliver a consistently 5-star member journey across the club. You will lead the team, optimise tools, and ensure exceptional service to help members achieve their goals.

In the absence of senior leadership, you’ll take on Duty Manager responsibilities, oversee health and safety, maintain club standards, drive retention, coach staff, and promote the brand through engaging member experiences.

Qualifications

• Passionate and results-driven leader with a commitment to delivering exceptional member experiences.
• Experience in managing people and delivering high service standards in a fitness/retail environment.
• Ability to analyse data to personalise member experiences and improve retention.

Responsibilities

• Lead the team to deliver a consistent 5-star member experience across the club.
• Optimise and utilise company tools to support members in achieving their goals.
• Take on Duty Manager responsibilities in the absence of senior leadership, ensuring standards and safety.
• Coach and develop team members to deliver exceptional service and maintain brand standards.
• Oversee retail and stock in line with store plans and drive overall club performance.
• Ensure opening/closing duties, shift coverage, and compliance are consistently executed.

Job description

About The Role

If you are a passionate and result-driven leader with a commitment to delivering exceptional member experiences, we would love to hear from you. Join us in making a transformative impact on the lives of our members!

About Us:

At Fitness First, we are passionate about health and fitness and its transformative effect on our lives. We bring enthusiasm, energy, fun, and dedication to everything we do, inspiring others to discover their own passion for health and fitness. We are looking for a dedicated and dynamic Member Experience Manager to join our team and ensure every member has a 5- star experience.

Job Purpose:

As the Member Experience Manager, your role is to deliver a consistent 5-star member experience by utilising and optimising company tools to support members in achieving their goals. You will enhance the member journey, prioritise their goals, and improve member retention. In the absence of the General Manager and other Heads of Departments, you will take on Duty Manager responsibilities, ensuring operational standards, health & safety, and the commercial performance of the club.

Key Responsibilities:

Member Experience:

• Lead the team to create a consistent 5-star member experience throughout the club.
• Utilise key data to personalise the member experience.
• Interact with every member at every touch point with purpose and care.
• Provide instant feedback to team members who do not offer exceptional service.
• Take accountability for the Brand Standards document, focusing on cleanliness, vibe, and operational standards.
• Plan and action ‘call drives’ to reach out to priority member groups.
• Maintain regular communication with new starters, at-risk members, and those who have booked onboarding sessions.

Member Retention:

• Manage and optimise all attrition tools, coaching, and delivering throughout the wider team.
• Ensure professional management of member feedback.

Team Training and Development:

• Provide comprehensive training to the team to deliver exceptional service.
• Ensure team adherence to company policies and procedures.

Retail Management:

• Manage and position retail and stock in line with the business ‘Stock Planogram’ sheet.

Duty Management:

• Ensure a great welcome to every member at every opportunity.
• Provide an excellent joiner experience and tour for every guest.
• Steer members to group exercise (GX) classes and book 1-1 sessions.
• Maintain high standards of cleanliness and hygiene in the club.
• Lead on the safety of the club, ensuring compliance with all regulations.
• Ensure all staff are clear on their responsibilities and tasks per shift.
• Deliver duty management with 100% consistency, including opening/closing duties and compliance.

What’s in it for you:

• Bonus Scheme: Competitive bonus structure based on club performance and individual KPIs.
• Benefit Portal: Access to a comprehensive benefits portal offering significant discounts on various products and services.
• Health and Wellness: Complimentary gym membership for you and discount for family member.
• Professional Development: Opportunities for ongoing professional development and career advancement.