Customer Experience Manager

2 days ago


Leeds, Leeds, United Kingdom Frasers Group Full time

**Job Title:** Customer Experience Manager

**Estimated Salary:** £26,000 - £31,000 per annum, depending on experience.

**About the Club:

Frasers Group is a dynamic and fast-paced organization committed to delivering world-class customer experiences. Our state-of-the-art club offers an unparalleled range of facilities and services, catering to the diverse needs and interests of our members.

Job Summary:

This exciting opportunity has arisen for a seasoned and versatile professional to join our team as a Customer Experience Manager. The successful candidate will possess excellent leadership skills, a deep understanding of customer service principles, and the ability to inspire and motivate others to deliver exceptional results.

Main Responsibilities:

  • Oversee the delivery of exceptional customer experiences across all touchpoints, ensuring consistency and quality throughout the club.
  • Lead and develop a high-performing team, fostering a culture of excellence, innovation, and continuous improvement.
  • Collaborate with colleagues to design and implement initiatives that drive engagement, retention, and revenue growth.
  • Monitor and analyze customer feedback, using insights to inform business decisions and optimize operational processes.
  • Stay up-to-date with industry trends, best practices, and emerging technologies, applying this knowledge to enhance the club's competitiveness and reputation.

Requirements:

  • Minimum 3 years' experience in a senior customer-facing or leadership role, preferably within the sports, fitness, or leisure industry.
  • Proven track record of delivering exceptional customer experiences, driving sales growth, and leading high-performing teams.
  • Exceptional communication, coaching, and influencing skills, with the ability to engage stakeholders at all levels.
  • Results-driven approach, with a focus on data analysis, performance metrics, and process optimization.
  • Adaptability, resilience, and a flexible attitude, with the ability to navigate ambiguity and uncertainty.


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