Customer Experience Manager
2 days ago
**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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