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Fitness Experience Director
4 weeks ago
Are you a results-driven leader with a passion for delivering exceptional member experiences? We're looking for a dedicated and dynamic Member Experience Manager to join our team at Fitness First. Your role will be to deliver a consistent 5-star member experience by utilizing and optimizing company tools to support members in achieving their goals. You will enhance the member journey, prioritize their goals, and improve member retention. In the absence of the General Manager and other Heads of Departments, you will take on Duty Manager responsibilities, ensuring operational standards, health & safety, and the commercial performance of the club.
Key Responsibilities:
Lead the team to create a consistent 5-star member experience throughout the club.
Utilize key data to personalize 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 optimize 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.
