Head of Member Experience, Retention & Sales - London

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Head of Member Experience, Retention & Sales – London, London

Client:

Fitness First

Location:

London, United Kingdom

EU work permit required:

Yes

Job Reference:

ac4d7283702b

Job Views:

4

Posted:

16.02.2025

Expiry Date:

02.04.2025

Job Description:

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.

Key Responsibilities:

1. Deliver Service Excellence in Clubs: Champion a service-focused culture across all clubs, ensuring an exceptional member experience that aligns with our brand vision.
2. 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.
3. 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.
4. 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.
5. Empowering Club Teams: Create a framework that empowers club teams to proactively resolve member issues, fostering a culture of ownership and accountability.
6. Member Experience Analysis & Strategy Development: Regularly analyse member feedback to identify trends and insights, developing and implementing strategies to enhance the overall member experience.
7. Collaboration Across Teams: Work collaboratively with sales, operations, and fitness teams to align service delivery with business objectives and ensure consistent execution.
8. 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.

Key Skills & Experience:

1. Proven experience in a leadership role within sales, customer experience, and retention, preferably in the fitness, leisure, or hospitality industry.
2. Strong commercial acumen with a track record of driving revenue and growth.
3. Excellent leadership and people management skills.
4. Previous coaching experience is essential.
5. Data-driven mindset with the ability to analyse trends and implement strategies.
6. Passion for delivering an outstanding customer experience.
7. Exceptional communication and stakeholder management skills.

About Us:

At Fitness First, we are passionate about health and fitness and its transformative effect on our lives. We bring enthusiasm, energy, fun, and dedication to everything we do, inspiring others to discover their own passion for health and fitness. We are looking for a dedicated and dynamic leader to join our team and ensure every member has a 5-star experience.

What’s in it for you:

1. Bonus Scheme – Competitive bonus structure based on company performance and individual KPIs.
2. Benefit Portal – Access to a comprehensive benefits portal offering significant discounts on various products and services.
3. 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.
4. Health and Wellness – Complimentary gym membership for you and discount for friend or family member.
5. 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.

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