Customer Experience Co

**Job Purpose**:
Co-ordinate, deliver and oversee member acquisition and the customer's fitness journey including:

- Accountability for all new service enquiries - walk in, telephone, website and existing member queries
- Acquisition processes and appointments to assist the Club Manager to ensure venue membership sales targets are achieved
- Act as the front of house representative for all fitness based enquiries, advising appropriately whilst looking to secure memberships and upsell fitness products
- Creating a professional, welcoming and inclusive club environment for all members/customers

**Duties and responsibilities**:
1

Support members through an individually designed prescribed fitness pathway that encourages frequent attendance.

2

Maintain high service standards in relation to member acquisition and service enquiries including quality price presentation.

3

Oversee Health and Fitness Advisors to ensure meet and greet standards, tours, and orientation of facility and online services is of a high standard.

4

Support the Club Manager to ensure positive first impressions of the Club by communicating key service information to all venue staff.

5

Build positive relationships with members in order to obtain and utilise feedback from customers to support member retention.

6

Deal positively with customer related issues and feedback relating to Activ8 services including - responding to Inbox enquiries, NPS, Interact and customer.

7

Be pro-active in resolving customer complaints and escalating to Club Manager/Deputy Manager where appropriate.

8

Ensure a consistent approach by the Fitness team in handling new prospects, goals and motivations and communicating the value of the Activ8 service.

9

Effectively communicate sales strategies, processes and promotional campaigns to the Fitness and Venue teams.

10

Co-ordinate all customer acquisition appointments to ensure key performance indicators in relation to:

- Show Rounds - tours booked and attended
- Member journeys booked, attended and completed
- Shape It and Nutrition Complete sales and attendance
- Follow ups - made and show rounds secured.

11

Ensure the follow up of membership enquiries to maximum opportunities to convert to membership.

12

Oversee the membership management and cash handling related to all fitness transactions in accordance with Financial Regulations and protocols.

13

Organise and deliver customer acquisition and sales training as part of the induction process for all new staff and provide updates for Fitness and Venue teams, as appropriate.

14

Undertake customer acquisition call backs, show rounds, tours and sign ups.

15

Undertake fitness service delivery on the gym floor - member journeys where appropriate.

16

Ensure that Club rules are observed by staff, members and guests to ensure their safety and well-being.

17

Support and work closely with venue management to complement their operation.

**Additional information**:
**General requirements for all Tees Active Limited employees**:
1

To deal with customer/service enquiries in a professional and positive way. Ensuring that the service maintains a strong customer focus and remains committed to the principles of Customer Service Excellence.

2

To assist in the training and development of staff and to undertake such personal training as may be deemed necessary to meet the duties and responsibilities of the post.

3

To maintain any professional registration, licences or qualifications, which are essential to the post held.

4

To take reasonable care of any items of equipment and uniform issued by the Company and report any faults or maintenance issues to the relevant manager.

5

To be aware of and adhere to all Tees Active Ltd financial, legal, HR and administrative policies and procedures including all NOPs/EAPs and the HR Handbook.

6

To take reasonable care of your own health and safety and co-operate with management so far as necessary to enable compliance with the Company’s health and safety rules and legislative requirements.

7

To adhere to any professional and Company Codes of Conduct, as appropriate.

8

To comply with the Company’s Appearance Code ensuring that uniforms and name badges are worn, as required.

9

To comply with the Company’s Employee Guide to Information Security including relevant legislation, ensuring that confidentiality is maintained for all staffing, management, customer and supplier information.

10

To carry out the duties of the post with full regard to the Company’s Equal Opportunities and Racial Equality Policies in the terms of employment and service delivery. Ensuring that colleagues are treated in a fair and consistent manner and that the service maintains a strong commitment to the principles of the Equality Standard.

11

To be peripatetic between work areas and venues, as and when required.

12

The above tasks and responsibilities cannot fully encompass all that is required of the post-holder. It is ex