Multi Site Customer Experience Manager

Nuffield Health; Sutton; On-site; GBP 31,000 - 38,000; Full time

Job summary

A leading healthcare charity in the UK seeks a Multi-Site Customer Experience Manager to enhance customer service and drive membership sales across health clubs. In this role, you will manage teams, oversee the commercial success of service offerings, and ensure customer satisfaction throughout their health journey. The ideal candidate should possess strong leadership skills and a proven track record in customer service and retention strategies. A benefits package includes free gym membership and health assessments.

Benefits

Free gym membership

Health assessments

Retail discounts

Pension options

Qualifications

• Experience in managing customer-facing teams and delivering high-quality service.
• Proven track record in membership sales and retention strategies.
• Strong leadership skills with the ability to drive team performance.

Responsibilities

• Drive Membership Sales across two health clubs.
• Manage the commercial success of revenue generating services.
• Lead a beneficiary led service to support customer health journeys.
• Manage complaints process and monitor trends.
• Supervise concierge and fitness teams.

Skills

Customer Service Excellence

Membership Sales

Team Management

Complaint Handling

Commercial Acumen

Job description

Multi-Site Customer Experience Manager

Leatherhead | Management | Permanent | Full Time

40 hours per week

Up to £37,500 per annum

Nuffield Health is Britain’s largest Healthcare Charity. If you’re passionate about creating success, and driven to continually improve the work environment for the good of others, there’s nowhere better to be. So, why not bring your expertise to our Fitness & Wellbeing Club and help us build a healthier nation?

As a Multi-Site Customer Experience Manager, you’ll create a culture and environment where customer facing teams deliver exceptional service as well as referrals across service lines to hospitals, clinical services, and other wellbeing centres, as a part of a holistic healthcare journey. You’ll have responsibility and accountability for the delivery of all aspects of service lines along with the overall beneficiary experience. This is based around an overarching customer intimacy ethos and how service lines are experienced. The role is also responsible for the commerciality and revenue across those service lines, including membership sales and retention.

As our Multi-Site Customer Experience Manager, you will:

• Drive Membership Sales across two health clubs.
• Manage and drive the commercial success of all key revenue generating services and member retention within the centre, including subscriptions, swim, Food and Beverage, Retail, Creche / Nursery, Junior Programming, and ensuring appropriate action is taken on feedback from member satisfaction surveys
• Lead and promote a beneficiary led service, designed to support customers at whatever point they are at in their health journey
• Manage the complaints process to agreed SLAs, monitoring trends and taking action to reduce the number
• Effectively manage concierge / Front of House and fitness teams, and the Food & Beverage service
• Develop initiatives and a culture that will drive customer satisfaction, future sales increase, retention levels and subsequently profitability
• Deputise for the General Manager
• Relevant HR, Payroll and membership administration, ensuring compliance to all company policies and legislation, and ensuring that all systems (financial and membership) are operational and effective

Helping you feel good.

We want you to love coming to work, feeling healthy, happy and valued. That’s why we’ve developed a benefits package with you in mind. Here, you can choose from a range of fitness, lifestyle, health and fitness wellbeing rewards, such as free gym membership, health assessments, retail discounts and pension options. At Nuffield Health, we take care of what’s important to you.

Join Nuffield Health and create the future you want, today.

If you like what you see, why not start your application now? We consider applications as wereceive them and reserve the right to close adverts early (for example, where we have received an unprecedented high volume of applications). So, it’s a good idea to apply right away to ensure you’re considered for this role.

It starts with yo