Member Experience Advisor

1 week ago

Cramlington, United Kingdom Active Northumberland Full time

**Active Northumberland - JOB DESCRIPTION**

**Post Title**: Member Experience Advisor

**Responsible to**: Wellness & Retention Manager

**Job Purpose**: To ensure both new and existing members are fully onboarded to our member journey, ensuring regular member engagement throughout the lifespan of the customers membership. Make a significant contribution to the organisations financial performance through the acquisition and retention of members.

Are you the type of person that loves to help people be the best version of them? Do you pride yourself on delivering exceptional cutomer service, going above and beyond to identify the customer needs before providing them with a personalised solution. If the answer is yes to either or both of these questions, we would love to discuss this exciting opportunity with you.

**Duties and key result areas**:
1. To ensure that all new members are aware of the key benefits of having a consultation with a member of the Health & Fitness Team
2. Administer the member journey onboarding process through a series of communication channels.
3. Ensure that all clients are offered first available consultation slot at their centre of choice, within the first 7 days of becoming a member.
4. Identify those new members who may need additional support in order to prioritise these clients and highlight these members to the Health & Fitness Team
5. Assist the Health & Fitness Team to ensure that subsequent consultations/programs are booked
6. Assist the Health & Fitness team in monitoring the members adherence to their program and take any appropriate actions to get the member back on track.
7. Through continuous member engagement ensure members expectations and objectives are being met and encourage new member referral opportunities
8. Support Wellness and Retention Manager and Health & Fitness Manager at any internal meetings
9. To achieve daily minimum performance criteria

**Experience**:

- Experience of working with customers both personal and by telephone Experience of working within a Health & Fitness environment
- Experience in a customer service or sales role Experience in driving service improvements
- Experience of working using own initiative and under pressure

**Job Types**: Full-time, Permanent

**Salary**: Up to £20,993.00 per year

**Benefits**:

- Company events
- Company pension
- Discounted or free food
- Employee discount
- Flexitime
- Gym membership
- Sick pay
- Wellness programme

Schedule:

- 8 hour shift
- Monday to Friday
- Weekend availability

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