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Member Experience Director
2 months ago
At Fitness First, we are passionate about health and wellness, 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 wellness.
Job PurposeAs the Member Experience Manager, your role is 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.
Key Responsibilities- Member Experience: 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.
- Member Retention: Manage and optimize all attrition tools, coaching, and delivering throughout the wider team. Ensure professional management of member feedback.
- Team Training and Development: Provide comprehensive training to the team to deliver exceptional service. Ensure team adherence to company policies and procedures.
- Retail Management: Manage and position retail and stock in line with the business 'Stock Planogram' sheet.
- 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.
- 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.
