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Head of Club Experience

3 months ago

West London, United Kingdom Mode Club Full time

**Job Ref**:CLU1082

**Branch**:Mode Club

**Location**:Mode Club, London (West)

**Salary/Benefits**:Competitive Salary and excellent benefits

**Contract type**:Permanent

**Hours**:Full Time

**Shift pattern**:Variable shifts, 5 out of 7 days

**Hours per week**:40

**Posted date**:08/03/2024

**Closing date**:21/04/2024

This is a new and exciting position at Mode Club and as such we are looking for someone with a wealth of expertise in the customer experience sector who is able to hit the ground running, take control and embed our "Members First" culture of service excellence at the Club.

You'll be part of the operations team and as such will thrive in a "hands on" role. Being part of the Duty Management team is a key requirement to place you at the heart of the customer journey at all times. The role will include some weekend and evening shifts.

Proven experience in creating and implementing customer experience strategies and reporting on them is essential.

As Head of Club Experience you will be responsible for monitoring and shaping numerous different touchpoints where members and guests interact with the Club. You'll ensure that the quality of these interactions is the best it can be, resulting in the delivery of a positive experience across all points of contact.

You'll coach and mentor the team on a day-to-day basis to ensure that service excellence is achieved and that every opportunity is maximised to increase member satisfaction. You will be responsible for delivery of CSAT and NPS targets and service standards by:
Monitoring and analysing all member feedback.

Designing and delivering an online and face to face feedback strategy that gains insight to support future investment and improvements at the club.

Engaging with members to gather their views on the member experience and convert into viable actions.

Setting realistic member experience KPIs and being responsible for ensuring the Club performs well against them.

Advising Department Managers and the Club Director on areas where team development may be required to improve the customer experience by the design and/or delivery of relevant training

Producing statistical data and analysis reports for stakeholders

Originally built in 2002, Mode Club spans approx. 65,000 sq. ft. of leafy West London. Facilities include a 25m swimming pool, spa area with steam and sauna room, children’s pool, creche, café, adult lounge and bar, business hub, gym, studios and outdoor tennis courts including padel courts.

Whether in fitness mode, relax mode or work mode, members will find an eclectic mix of facilities carefully designed to gear them up for everything that life might bring.

We have a brilliant team of passionate people at Mode Club who deliver a great experience for members and guests. We are always keen for like-minded individuals to join us and if this sounds like your kind of place we would love to hear from you.

You must be eligible to work in the UK.

What we offer;
- Holidays starting at 29 days inc. Bank Holidays and increasing with service
- Discounts on Food Beverage of up to 50%
- Cycle to Work Scheme
- Pension Scheme operated by NEST
- Employee Assistance Programme
- Complimentary Membership for the Team
- A “plus one” complimentary membership
- Discount on Personal Training
- Discount on Swim School
- Refer a Team Member scheme
- Birthday off
- Access to your salary before payday