Club Experience Manager

About Total Fitness:

We're Total Fitness, a leading health club brand in the North of England and Wales. We're there for every fitness moment no matter the age, life stage, or workout preference. We have 15 supersize health clubs with learn to swim academies on site. In 2024, we opened 2 new gyms purposefully designed for women- The Women's Gym by Total Fitness.

Driven by the belief that everyone is better fitter, we work hard to fulfil our promise of providing the spaces and opportunities that empower our customers to achieve more than they ever thought possible.

If there's one thing we're sure of, it's that movement is good for you. And that goes far beyond just moving our bodies. Joining the team here at Total Fitness, means the freedom to move your own way, along your own path, constantly finding new ways to reach your full potential - whatever success looks like for you. We support one another, take the initiative and tackle each challenge head on, because we want to provide exceptional experiences for both our team and our members. We celebrate together, get stuck in together, and we help each other through.

We can't promise it will be easy, but we can promise it will be worth it - and that'll be a lot of fun. This is where movement happens, this is where you get going and keep going.

This is where more is possible.

Role Purpose:

As a Club Experience Manager, you are responsible for delivering an exceptional member experience by upholding the highest standards of cleanliness, health and safety, and customer satisfaction. You ensure the club environment is safe, welcoming, and consistently well maintained, creating a positive and engaging experience for every member on every visit.

What you'll get:

• Free membership for you and a loved one plus 2 discounted memberships for family members or friends after passing probation.
• 28 days holiday including public/bank holidays (pro-rata for part-time employees). Annual leave increasing with length of service up to 5 additional days (pro-rata for part-time employees).
• Workplace Pension Scheme, with a Death in Service benefit.
• Discount on retail and café products.
• Access to an Employee Assistance Program.
• A career with a business in motion, always learning and evolving for better.
• A refreshingly friendly and supportive environment in which to thrive.
• Training and development opportunities that will enable you to advance as far as your talent and determination will take you.
• Plenty of social activities and events.
• If fitness is your thing, we often find opportunities to workout together.

Key Responsibilities

People

• Recruit, train and develop your team, supporting wider club needs
• Lead performance and be a visible, reliable point of contact for all departments.
• Work closely with the HR Business Partner to ensure team members are well-managed and supported.
• Assist the General Manager with holiday planning, sickness management and maintaining cover.
• Ensure all attendance procedures and training records are completed correctly.

Safety & Compliance

• Act as the club's Health & Safety Officer and maintain full compliance with audits and visits.
• Complete all operational and H&S checks to the required standards.
• Manage contractors to deliver high-quality work in line with SLAs.

Member Experience

• Maintain a clean, safe, well-presented club environment at all times.
• Ensure team members uphold club rules for safety and enjoyment.
• Drive member satisfaction through strong operations and people leadership.
• Carry out regular walk-throughs to check standards.
• Support the General Manager with member feedback and ensure timely responses.
• Support and improve the member success process.
• Lead operational excellence during duty management shifts.

Commercial

• Be accountable for the Member Experience function's performance.
• Support the General Manager to drive club commercial results.
• Act as the General Manager when required.

What You'll Bring

• Authentic leadership that motivates and empowers teams.
• Consistent effort and your own personal style.
• A commitment to personal growth.
• Openness to change and the ability to deliver improvements that last.
• Awareness of operational costs and ideas to improve efficiency.
• A strong service mindset and focus on getting things done.

If you're ready to shape the heartbeat of our club in Chester and create a place members genuinely love to be, we want to hear from you. Apply today

Job Types: Full-time, Permanent

Pay: £32,000.00-£36,000.00 per year

Work Location: In person