Customer & Studio Experience Manager - 15 Alfred Pl, London

Our Company: FACEGYM is the world's first facial fitness brand, a unique workout experience operating at the intersection of beauty, wellness and performance. We are in the business of confidence, delivering results-driven workouts for the 40 muscles of the face through our studios, digital platform and product innovation. With a growing footprint across the UK, US and franchise markets (India & UK), we are entering our next phase of scale where operational excellence and customer experience are critical to our success.

About The Role: We are looking for a Customer & Studio Experience Manager to own and elevate every client touchpoint at FACEGYM outside of the workout itself. From the moment a client first discovers us to the moment they rebook, you are responsible for making that experience seamless, consistent and genuinely reflective of what FACEGYM stands for. Right now, our approach to customer experience is fragmented and reactive. This role exists to change that: to build a proactive feedback culture, turn our systems into strategic tools, and ensure the voice of the client sits at the centre of commercial and operational decision-making. You will own Zenoti, our core business and customer management platform, lead the CX function, manage two Studio Experience Coordinators, and work cross-functionally to embed a genuine customer-first mindset across the business.

What You'll Own:

• Zenoti: System Ownership and Optimisation - You are the internal expert and the primary point of contact with Zenoti as a company. Day-to-day system management such as; 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 (Gorgias), 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 Relationship Coordinators, who are responsible for real-time scheduling optimisation across London studios and first-line client communications across UK, US and franchise markets.

Who you are: You have experience owning customer experience in a service, hospitality or membership-led environment. You are equally managing a system and presenting insight to senior stakeholders. You notice when something is off in a client journey before anyone complains about it and know which stakeholder/department to collaborate with to resolve. 5 years' experience in customer experience, operations, or systems roles, ideally within a service or membership-based business. Strong experience managing and optimising booking or CRM systems, with Zenoti experience highly preferred. Analytical mindset with the ability to pull, interpret, and present data to drive decision-making. Confident cross-functional collaborator who builds strong relationships and influences across teams. Clear and professional communicator with strong written and verbal communication skills. Proactive and self-motivated, with the ability to identify issues early and improve processes independently. Experience with, or a strong interest in, AI tools for customer touchpoints is a plus.