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Member Experience Manager
3 months ago
Company Description
Everlast Gyms...
In our world the passion and ambition of our people have kept us moving. Their passion for fitness is exceptional, their knowledge and service levels engage the customer, their drive and ambition to be the best is unmatched.
Elevation is a part of our core, aligning with excellent company benefits that include:
- 20% discount across all brands
- Frasers bonus scheme
- Complimentary Gym membership
- Monthly Frasers Champion award - winners receive double their salary
- Opportunity to conduct personal training sessions
Job Description
Job Purpose
- To enhance every member & guest's experience in our club.
- To assist in sales and retention of memberships through exceptional customer service.
- To have a comprehensive understanding of the fitness products/services available, collaborating closely with the GM and FEM to ensure our members benefit from the member journey provided.
- To train the member experience team to a level where they can recommend all products/services available.
- To take responsibility for all additional retail spend, working towards set targets for yourself and the team.
- To oversee and develop a commercially aware front of house team
- To have a complete grasp of the membership software system to handle member inquiries.
Fitness Product
- Ensure you and your team are always up-to-date with current Fitness Challenges, Class descriptions, and gym floor focus.
- Support the Fitness Experience Manager with Gym Floor Tasks, Focus points, and challenges.
- Participate in new classes to effectively communicate to members
Commercial
- Take full ownership and accountability of the additional spend KPI targets.
- Take full ownership of all member cancellations and address them both in club and via phone calls.
- Play a significant role in the sales process by excelling in conversion rates for all prospects and guests.
- Ensure the effective management of swimming lessons to proactively increase revenue.
Qualifications
Need to be
- A role model for all club staff, leading by example with excellent customer service, commercial, and operational skills.
- An expert in all aspects of memberships, administration, and email communication.
- An inspirational leader for your team, demonstrating industry-leading service levels. Organized - to ensure prompt handling of membership requests, queries, and complaints for an excellent customer experience.
- Driven and ambitious with a strong desire to learn and develop behaviors and competencies specific to the role.
- A change agent, utilizing strong relationships with key personnel to implement new products and initiatives as needed.
- Able to step into operational key holder duties as needed.
- Passionate about fitness, administration, and customer service
- Target-oriented - to assist the club with sales and retention in achieving business success
- Revenue-driven - to increase the member spend per capita.
Additional Information
Want to know more about the fantastic things our brand offers? Please visit our LinkedIn page.
An opportunity like this at Frasers Group is for the daring. The potential is huge, the experience unparalleled. To maximize it, you must embody our principles:
- Think without limits - Think quickly, think boldly, and bring the team along
- Own it and back yourself - take ownership, stand by your decisions, and accept the results
- Be relevant - Relevant to our people, our partners, and the planet
