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Member Experience Director
2 months ago
At The Wrightington Hotel and Health Club, we are seeking a highly motivated and experienced Member Experience Manager to join our team. As a key member of our management team, you will be responsible for delivering a consistent 5-star member experience, with a focus on utilising and optimising company tools to support members in achieving their goals.
Key Responsibilities:- Lead the team to create a consistent 5-star member experience throughout the club.
- Utilise key data to bring the dashboard information to life and create a personalised experience for all members.
- Take every opportunity to interact with every member at every touch point with purpose and care.
- Provide instant feedback to team members who are not offering an exceptional service.
- Take accountability of Brand Standards document with a specific focus on cleanliness, vibe, and operational standards, always be visible.
- Create, plan, and action 'call drives' to reach out to priority member groups.
- Maintain regular communication with new starters, at-risk members, CSAT feedback, and members who have booked an onboarding session.
- Take accountability of the management, utilisation, and optimisation of all attrition tools, including coaching and delivering throughout the wider team.
- Provide comprehensive team training to deliver exceptional service.
- Ensure professional management of member feedback.
- Manage and position retail and stock in line with the business 'Stock Planogram' sheet.
- Always comply with company policies and procedures.
- Member welcome – A great welcome to every member at every opportunity, kept to a consistent high standard.
- New prospect service – We give a great joiner experience and tour every time to every guest.
- Fitness proposition – We aim to steer members to fitness classes and book 1-1 sessions.
- Member experience - We create a great vibe, and we are visible to our members with purpose and care.
- Overall club standards including cleanliness and hygiene – every member deserves a spotless club.
- Compliance – Leading on the safety of the club.
- Team structure – All staff are clear on their responsibilities and tasks per shift.
- Ensure all HOD's deliver duty management with 100% consistency, for every trading moment.
- Duty Manager conduct - Opening/closing duties/Compliance of all team members/Service through front desk to all fitness proposition touchpoints, maximised new joiner performance and member exit excellence.
We are looking for a highly motivated and experienced individual with a minimum of 2 years experience in the leisure industry and holding Health and Fitness qualifications, level 2 and level 3.
We foster a sense of belonging, camaraderie, fun, and support among our members and staff to build strong communities that support one another in progressing their lives through health and fitness at its core.
We pursue excellence in everything we do; service, safety, facilities, cleanliness, maintenance, repair, classes, and employees.
We adopt collaboration and teamwork among our staff, members, and partners, recognising that we are stronger together. We encourage open communication, cooperation, and mutual support to achieve shared goals and success.
We are passionate about health and fitness and its transformative effect on our lives. We bring enthusiasm, energy, fun, and dedication to everything we do, inspiring others to discover their own passion for health and fitness.
We recognise that everyone's health and fitness journeys are unique, and we tailor our services and support to meet individual needs and preferences. We provide personalised guidance, programming, and encouragement to help every member thrive.
