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- Tasks: Lead a team to create a 5-star member experience and enhance member journeys.
- Company: Fitness First is dedicated to transforming lives through health and fitness with enthusiasm and energy.
- Benefits: Enjoy a competitive bonus, discounts on products, and a free gym membership for you and your family.
- Why this job: Make a real impact on members' lives while developing your leadership skills in a vibrant environment.
- Qualifications: Passion for fitness and experience in customer service or team management preferred.
- Other info: Join us before the application closes on 9 May!
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!
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.
Club Member Experience Manager - London. Closes 9 May employer: clubrugby
Contact Detail:
clubrugby Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Club Member Experience Manager - London. Closes 9 May
✨Tip Number 1
Familiarise yourself with Fitness First's brand values and member experience philosophy. Understanding their commitment to health and fitness will help you align your approach when discussing how you can enhance the member journey during interviews.
✨Tip Number 2
Prepare specific examples from your past experiences where you've successfully improved customer satisfaction or retention. Being able to share these stories will demonstrate your capability to deliver a 5-star member experience.
✨Tip Number 3
Network with current or former employees of Fitness First to gain insights into the company culture and expectations for the Member Experience Manager role. This insider knowledge can give you an edge in your discussions.
✨Tip Number 4
Showcase your leadership skills by discussing how you've trained and developed teams in previous roles. Highlighting your ability to inspire and motivate others will resonate well with the responsibilities of this position.
We think you need these skills to ace Club Member Experience Manager - London. Closes 9 May
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in member services, team leadership, and customer engagement. Use specific examples that demonstrate your ability to deliver a 5-star experience.
Craft a Compelling Cover Letter: Write a cover letter that reflects your passion for health and fitness. Explain why you want to work at Fitness First and how your skills align with the role of Club Member Experience Manager.
Showcase Your Leadership Skills: In your application, emphasise your experience in training and developing teams. Provide examples of how you've successfully managed staff to enhance customer experiences.
Highlight Data-Driven Decision Making: Mention any experience you have with using data to improve member retention and satisfaction. This could include examples of how you've used feedback to make operational improvements.
How to prepare for a job interview at clubrugby
✨Show Your Passion for Member Experience
Fitness First is all about delivering exceptional member experiences. Make sure to express your enthusiasm for health and fitness during the interview. Share examples of how you've previously enhanced customer experiences and how you plan to bring that passion to the role.
✨Demonstrate Leadership Skills
As a Club Member Experience Manager, you'll be leading a team. Prepare to discuss your leadership style and provide specific examples of how you've successfully managed teams in the past. Highlight any training or development initiatives you've implemented to improve service quality.
✨Familiarise Yourself with Key Metrics
Understanding member retention and satisfaction metrics is crucial for this role. Research common KPIs in the fitness industry and be ready to discuss how you would use data to enhance the member experience and drive retention.
✨Prepare Questions About Company Culture
Fitness First values a fun and energetic culture. Prepare thoughtful questions about the company’s approach to member engagement and team dynamics. This shows your interest in fitting into their culture and your commitment to creating a positive environment for both members and staff.
