Head of Member Experience, Retention & Sales

Job Purpose – We are seeking a dynamic and experienced professional to lead our member experience, retention, and sales initiatives. The ideal candidate will champion service excellence across all clubs, drive member satisfaction, and implement strategies to enhance retention and sales performance., Deliver Service Excellence in Clubs

Champion a service-focused culture across all clubs, ensuring an exceptional member experience that aligns with our brand vision.

Leadership Development & Coaching

Develop and coach the club leadership team to consistently improve service delivery, enhancing their ability to lead and inspire club teams in providing outstanding member care.

Actionable Response to Customer Satisfaction Scores

Monitor and analyse customer satisfaction metrics, identifying key areas for improvement, and implementing targeted action plans to address issues effectively.

Prospect Tour Optimisation

Ensure prospect tours are tailored to meet individual needs, demonstrating the club’s value and creating a seamless, welcoming experience for potential members.

Empowering Club Teams

Create a framework that empowers club teams to proactively resolve member issues, fostering a culture of ownership and accountability.

Member Experience Analysis & Strategy Development

Regularly analyse member feedback to identify trends and insights, developing and implementing strategies to enhance the overall member experience.

Collaboration Across Teams

Work collaboratively with sales, operations, and fitness teams to align service delivery with business objectives and ensure consistent execution.

Performance Tracking & Reporting

Monitor and report on key service metrics, including Google reviews and CSAT scores, using these data points to guide continuous improvement initiatives and drive member satisfaction.

• Proven experience in a leadership role within sales, customer experience, and retention, preferably in the fitness, leisure, or hospitality industry.

• Strong commercial acumen with a track record of driving revenue and growth.

• Excellent leadership and people management skills.

• Previous coaching experience is essential.

• Data-driven mindset with the ability to analyse trends and implement strategies.

• Passion for delivering an outstanding customer experience.

• Exceptional communication and stakeholder management skills.

London- City East

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Competitive plus bonus

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• Head of Member Experience, Retention & Sales, * Bonus Scheme – Competitive bonus structure based on company performance and individual KPIs.

• Benefit Portal – Access to a comprehensive benefits portal offering significant discounts on various products and services.

• Birthday Off – Take your birthday off on us! We encourage our Team Members to celebrate their day of birth and take a well-earned break from their day-to-day work.

• Health and Wellness – Complimentary gym membership for you and discount for friend or family member.

• Wellbeing – Supporting wellbeing is very important to us. We have an employee assistance programme (EAP) to offer extra support to our Team Members to manage everyday challenges. Available by telephone, email, instant messaging and online, EAP provides free, confidential counselling and advice: to help gain a better work-life balance. EAP is an excellent service, designed to help with a wide range of work, family, and personal issues.