At a Glance
- Tasks: Manage customer experience and optimise the FACEGYM app for better client interactions.
- Company: Join a dynamic fitness brand focused on innovation and client satisfaction.
- Benefits: Competitive salary, flexible working hours, and opportunities for professional growth.
- Other info: Collaborate with diverse teams and explore AI tools to enhance client engagement.
- Why this job: Be the voice of the client and shape their journey at FACEGYM.
- Qualifications: Experience in customer experience management and strong communication skills.
The predicted salary is between 63000 - 77000 £ per year.
Customer master data, configuration, payments, transactional communications, FACEGYM app is the baseline.
The real opportunity is optimisation: managing the vendor relationship, researching and evaluating new features, and leading their rollout to drive efficiency, utilisation and a better client experience.
You attend weekly CSM calls, manage escalations, and influence Zenoti's roadmap on behalf of FACEGYM.
App and Membership Backbone You own the operational backbone of both the FACEGYM app and the membership programme.
This means the configuration and client-facing flows within Zenoti, the communications triggered at every membership stage (join, active, renewal, pause, cancellation), app user experience and performance, and the troubleshooting of issues when they arise.
In partnership with Marketing on messaging and Product/Tech on development, you ensure both channels are frictionless, consistent and on-brand.
The Client Journey You own every digital client touchpoint outside of the Service.
The journey this role is responsible for runs from: booking, through pre-visit communications, to arrival and check-in, through to post-workout follow-up, rebooking and long-term retention.
The in-studio workout experience is owned by the Education team.
Your responsibility is ensuring everything before and after the workout from a systems perspective is optimised and considered.
Customer Feedback and Reviews You move FACEGYM from passive feedback receiver to proactive listener.
You own our review strategy, implement structured post-visit feedback loops, and ensure client sentiment is visible, reported and acted upon across the business.
CX Platform and Escalations Day-to-day ownership of our CX inbox platform ( Gor gias ), with the Studio Experience Coordinators as first line.
You set the standard for tone of our macros, response time and resolution quality, manage complex escalations, and ensure consistency across UK, US and franchise markets.
AI and Innovation You will actively explore and implement AI tools that improve the quality and efficiency of CX at FACEGYM whether that is automating reporting, enhancing response workflows, improving personalisation in client communications, or identifying patterns in feedback at scale.
This is an evolving space and we want someone curious about it, not cautious of it.
Reporting and Insight Weekly and monthly CX reporting that goes beyond numbers.
You bring the voice of the client into trade meetings, commercial planning and operational decisions.
Your reporting shifts CX from an update on the agenda to an input that shapes it.
Cross-Functional CX Great client experience at FACEGYM is not owned by one team, it is felt across every function.
This role works closely with Marketing (on campaigns, client comms and messaging), Operations (on studio readiness and scheduling), Education (on the handoff at the studio door), and Product/Tech (on the app and booking experience).
You are the connective tissue, the person who brings the client's perspective into decisions that are often made without it.
Team Management Lead, develop and support 2 Studio
Customer & Studio Experience Manager - Fitzrovia, London employer: FACEGYM
FACEGYM is an exceptional employer that prioritises employee growth and development within the vibrant setting of Central London. With a strong focus on delivering 5-star customer experiences, team members benefit from a supportive work culture, generous commission structures, and exclusive discounts, making it a truly rewarding place to build a career in the beauty industry.
