Senior Member Experience Manager

4 weeks ago

Reigate, Surrey, United Kingdom Everlast Gyms Full time
Member Experience Manager - Banstead

At Everlast Gyms, we're passionate about delivering exceptional member experiences. As a key member of our team, you'll play a vital role in ensuring our members feel valued and supported every step of the way.

Job Purpose

  • To maximize member satisfaction and retention through outstanding customer service.
  • To work closely with the General Manager and Fitness Experience Manager to develop and implement member journey initiatives.
  • To up-skill the member experience team to ensure they can effectively recommend our products and services.
  • To take ownership of secondary retail spend and work towards achieving KPI targets.
  • To lead and develop a commercially aware front-of-house team.
  • To have a thorough understanding of our membership software system to enable effective management of member queries.

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 ensure you can effectively communicate with members.

Commercial

  • Take full ownership and accountability of secondary spend KPI targets.
  • Manage all member cancellations and influence revokes both in-club and via phone calls.
  • Contribute significantly to the sales process by excelling in conversion rates for all prospects and guests.
  • Proactively increase revenue through effective management of swimming lessons.

Qualifications

Requirements

  • Be a role model for all club staff, leading by example with excellent customer service, commercial, and operational skills.
  • Be an expert in all aspects of memberships, administration, and email communication.
  • Be an inspirational leader for your team, modeling industry-leading service levels.
  • Be driven and ambitious with a keen desire to learn and develop both behaviors and competencies specific to the role.
  • Be a change agent, utilizing strong relationships with key personnel to implement new products and initiatives as needed.
  • Be able to drop into operational key holder duties as required.
  • Be passionate about fitness, administration, and customer service.
  • Be target-focused to support the club in achieving sales and retention goals.
  • Be revenue-driven to grow member spend per head.


Additional Information

At Frasers Group, we're committed to delivering exceptional experiences for our members. If you're passionate about fitness, administration, and customer service, and you're driven to make a real impact, we'd love to hear from you.

We're looking for someone who embodies our principles:

  • Think without limits - think fast, think fearlessly, and take the team with you.
  • Own it and back yourself - own the basics, own your role, and own the results.
  • Be relevant - relevant to our people, our partners, and the planet.

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