Member Experience Manager

Fitness First; Metropolitan Borough of Solihull; On-site; GBP 28,000; Full time

Job summary

A leading fitness organization in Solihull seeks a Member Experience Manager to deliver a 5-star experience for members. The role includes team leadership, member retention management, and ensuring operational compliance. Candidates should have a strong commitment to customer service and team development. Competitive salary of £27,560 with bonus opportunities, alongside comprehensive benefits including gym memberships and professional development access.

Benefits

Competitive bonus structure

Comprehensive benefits portal

Complimentary gym membership

Ongoing professional development opportunities

Qualifications

• Passionate and result-driven leader for member experiences.
• Experience in managing teams and developing talent.
• Commitment to operational standards and health & safety compliance.

Responsibilities

• Lead the team to create a consistent 5-star member experience.
• Manage member feedback and optimize retention tools.
• Provide training and ensure team adherence to policies.
• Maintain cleanliness and hygiene standards in the club.
• Deliver duty management with 100% consistency.

Skills

Leadership

Customer service

Communication

Team training

Operational management

Job description

Employer: Fitness First

Location: Solihull, West Midlands

Salary: 27,560 per annum + Bonus

Closing date: 11 Feb 2026

Job Details

Member Experience Manager - Solihull Club, Solihull

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 members.
• Professional Development: Opportunities for ongoing professional development and career advancement.