Customer Experience Manager

4 weeks ago


Leeds, Leeds, United Kingdom Bannatyne Health Club Full time
About the Role

We are seeking a highly motivated and customer-focused individual to join our team as a Member Xperience Manager. As a key member of our club team, you will be responsible for delivering exceptional customer service and ensuring that our members have an outstanding experience at our club.

Key Responsibilities
  • Represent the Bannatyne brand ethos and provide a warm welcome to existing and potential members
  • Manage net member movement and centrally based marketing plans to drive membership growth
  • Develop and implement retention strategies to minimize member churn
  • Manage members with low usage and utilize campaigns to encourage a return to the club
  • Utilize social media platforms to promote club activities and events
  • Assist the General Manager with activities such as debt recovery, DDI reinstates, and retaining scheduled cancellations
  • Handle queries and calls from members, clubs, and Head Office
  • Manage and update membership databases
  • Train other members of the club team to be competent in club tours
  • Organize and attend member events, forums, and social events
  • Support new members with their 'Start Smart' journey with incentives to complete within the first 12 weeks
About the Company

Working for the Bannatyne Group is more than just a job. We are dedicated to well-being and are always seeking energetic, personable people to join our teams. We aim to provide a positive, welcoming, and inclusive culture with plenty of team support and growth opportunities. We offer a great range of company benefits, including free membership to our premium health clubs and discounted products and services.

Rewards & Benefits
  • Free membership to our premium health clubs
  • 50% discount in our cafe bar (including on-site Starbucks products)
  • 30% discount on Grenade products purchased in our cafe bar
  • 30% discount on spa treatments and 20% discount on products
  • Up to 50% discounted overnight stays at any of the Bannatyne Hotels
  • Access to our benefits hub, including high street and entertainment saving vouchers
  • Refer a friend incentive scheme
  • Employee Assistance Programme (free 24hr personal support service)


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