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- Tasks: Lead the team to create a 5-star member experience and enhance member journeys.
- Company: Fitness First is passionate about health and fitness, inspiring others to discover their passion.
- Benefits: Enjoy a competitive bonus scheme, discounts, and a complimentary gym membership.
- Why this job: Make a transformative impact on members' lives while developing your leadership skills.
- Qualifications: Looking for passionate leaders committed to exceptional member experiences.
- Other info: Opportunity for ongoing professional development and career advancement.
The predicted salary is between 36000 - 60000 £ per year.
If you are a passionate and result-driven leader with a commitment to delivering exceptional member experiences, we would love to hear from you. Join us in making a transformative impact on the lives of our members!
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 Member Experience Manager to join our team and ensure every member has a 5-star experience.
Job Purpose: As the Member Experience Manager, your role is to deliver a consistent 5-star member experience by utilising and optimising company tools to support members in achieving their goals. You will enhance the member journey, prioritise their goals, and improve member retention. In the absence of the General Manager and other Heads of Departments, you will take on Duty Manager responsibilities, ensuring operational standards, health & safety, and the commercial performance of the club.
Key Responsibilities
Member Experience:
- Lead the team to create a consistent 5-star member experience throughout the club.
- Utilise key data to personalise the member experience.
- Interact with every member at every touch point with purpose and care.
- Provide instant feedback to team members who do not offer exceptional service.
- Take accountability for the Brand Standards document, focusing on cleanliness, vibe, and operational standards.
- Plan and action ‘call drives’ to reach out to priority member groups.
- Maintain regular communication with new starters, at-risk members, and those who have booked onboarding sessions.
Member Retention:
- Manage and optimise all attrition tools, coaching, and delivering throughout the wider team.
- Ensure professional management of member feedback.
Team Training And Development:
- Provide comprehensive training to the team to deliver exceptional service.
- Ensure team adherence to company policies and procedures.
Retail Management:
- Manage and position retail and stock in line with the business ‘Stock Planogram’ sheet.
Duty Management:
- Ensure a great welcome to every member at every opportunity.
- Provide an excellent joiner experience and tour for every guest.
- Steer members to group exercise (GX) classes and book 1-1 sessions.
- Maintain high standards of cleanliness and hygiene in the club.
- Lead on the safety of the club, ensuring compliance with all regulations.
- Ensure all staff are clear on their responsibilities and tasks per shift.
- Deliver duty management with 100% consistency, including opening/closing duties and compliance.
What’s In It For You:
- Bonus Scheme: Competitive bonus structure based on club performance and individual KPIs.
- Benefit Portal: Access to a comprehensive benefits portal offering significant discounts on various products and services.
- Health and Wellness: Complimentary gym membership for you and discount for family member.
- Professional Development: Opportunities for ongoing professional development and career advancement.
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Member Experience Manager - London employer: Fitness First UK
Contact Detail:
Fitness First UK Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Member Experience Manager - London
✨Tip Number 1
Familiarize yourself with Fitness First's brand values and member experience philosophy. Understanding their commitment to health and fitness will help you align your approach and demonstrate your passion during the interview.
✨Tip Number 2
Prepare specific examples of how you've previously enhanced member experiences or improved retention in your past roles. Highlighting your results-driven leadership will show that you're the right fit for this position.
✨Tip Number 3
Research common challenges in member retention and think about innovative solutions you could implement. Being proactive in your thinking will impress the hiring team and showcase your problem-solving skills.
✨Tip Number 4
Network with current or former employees of Fitness First to gain insights into the company culture and expectations. This insider knowledge can give you an edge in understanding what it takes to succeed as a Member Experience Manager.
We think you need these skills to ace Member Experience Manager - London
Some tips for your application 🫡
Understand the Role: Take the time to thoroughly read the job description for the Member Experience Manager position. Understand the key responsibilities and how your skills align with delivering a 5-star member experience.
Tailor Your CV: Customize your CV to highlight relevant experience in member engagement, team leadership, and customer service. Use specific examples that demonstrate your ability to enhance member experiences and improve retention.
Craft a Compelling Cover Letter: Write a cover letter that reflects your passion for health and fitness, and your commitment to exceptional service. Mention how you can contribute to Fitness First's mission and values, and provide examples of past successes in similar roles.
Showcase Your Leadership Skills: In your application, emphasize your leadership abilities and experience in training and developing teams. Highlight any instances where you've successfully managed operations or improved service standards in previous positions.
How to prepare for a job interview at Fitness First UK
✨Show Your Passion for Member Experience
Make sure to express your enthusiasm for creating exceptional member experiences. Share specific examples from your past roles where you successfully enhanced member satisfaction or retention.
✨Demonstrate Leadership Skills
As a Member Experience Manager, you'll be leading a team. Highlight your leadership style and provide examples of how you've trained and developed team members to deliver outstanding service.
✨Familiarize Yourself with Company Values
Research Fitness First's values and mission. Be prepared to discuss how your personal values align with theirs and how you can contribute to their goal of inspiring others in health and fitness.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving skills and ability to handle difficult situations. Think of scenarios where you had to manage member feedback or improve service standards, and be ready to share those experiences.
