Fitness Club Experience Manager

4 weeks ago

London, Greater London, United Kingdom Fitness First Full time
Member Experience Manager

At Fitness First, we're passionate about delivering exceptional member experiences. As the Member Experience Manager, you'll play a key role in making this happen. Your primary responsibility will be to lead the team in creating a consistent 5-star member experience throughout the club. This includes utilising key data to personalise the member experience, interacting with every member at every touch point with purpose and care, and taking accountability for the Brand Standards document. You'll also be responsible for managing and optimising all attrition tools, coaching, and delivering throughout the wider team. Additionally, you'll provide comprehensive training to the team to deliver exceptional service and ensure team adherence to company policies and procedures.

Key Responsibilities:

Lead the team to create a consistent 5-star member experience throughout the club.
Utilise key data to personalise the member experience.
Interact with every member at every touch point with purpose and care.
Provide instant feedback to team members who do not offer exceptional service.
Take accountability for the Brand Standards document, focusing on cleanliness, vibe, and operational standards.
Plan and action 'call drives' to reach out to priority member groups.
Maintain regular communication with new starters, at-risk members, and those who have booked onboarding sessions.
Manage and optimise all attrition tools, coaching, and delivering throughout the wider team.
Ensure professional management of member feedback.
Provide comprehensive training to the team to deliver exceptional service.
Ensure team adherence to company policies and procedures.
Manage and position retail and stock in line with the business 'Stock Planogram' sheet.
Ensure a great welcome to every member at every opportunity.
Provide an excellent joiner experience and tour for every guest.
Steer members to group exercise (GX) classes and book 1-1 sessions.
Maintain high standards of cleanliness and hygiene in the club.
Lead on the safety of the club, ensuring compliance with all regulations.
Ensure all staff are clear on their responsibilities and tasks per shift.
Deliver duty management with 100% consistency, including opening/closing duties and compliance.

What's in it for you:

Bonus Scheme: Competitive bonus structure based on club performance and individual KPIs.
Benefit Portal: Access to a comprehensive benefits portal offering significant discounts on various products and services.
Health and Wellness: Complimentary gym membership for you and discount for family member.
Professional Development: Opportunities for ongoing professional development and career advancement.

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