Club Experience Strategist

1 week ago


London, Greater London, United Kingdom Fitness First Ltd Full time

About the Role

We are seeking a passionate and result-driven leader to join our team as a Club Experience Strategist at Fitness First Ltd. The successful candidate will be responsible for delivering exceptional member experiences, enhancing the member journey, prioritising their goals, and improving member retention.

Job Purpose: As a key member of our team, your role will be to utilise and optimise company tools to support members in achieving their goals. You will lead the team to create a consistent 5-star member experience throughout the club, interact with every member at every touch point with purpose and care, and take accountability for the Brand Standards document, focusing on cleanliness, vibe, and operational standards.

The ideal candidate will have excellent communication and leadership skills, with the ability to motivate and empower a high-performing team. You will also possess strong problem-solving skills, with the ability to think critically and make informed decisions.

Key Responsibilities:

Member Experience:

  • Lead the team to deliver 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.

Member Retention:

  • Manage and optimise all attrition tools, coaching, and delivering throughout the wider team.
  • Ensure professional management of member feedback.

Duty Management:

  • 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:

  • $65,000 - $75,000 per annum.
  • 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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