At a Glance
- Tasks: Lead the team to create a 5-star member experience and enhance member journeys.
- Company: Join Fitness First, a passionate community dedicated to health and fitness.
- Benefits: Enjoy a competitive bonus scheme, discounts, and a complimentary gym membership.
- Other info: Great opportunities for professional development and career advancement.
- Why this job: Make a real impact on members' fitness journeys while developing your career.
- Qualifications: Experience in customer service and team leadership is a plus.
The predicted salary is between 30000 - 40000 £ per year.
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.
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.
- 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.
Member Experience Manager in London employer: Fitness First Ltd
At Fitness First, we pride ourselves on fostering a vibrant and supportive work culture that prioritises health, fitness, and personal growth. As a Member Experience Manager, you will not only lead a passionate team dedicated to delivering a 5-star experience but also benefit from a competitive bonus structure, comprehensive training, and opportunities for professional development. With a complimentary gym membership and discounts for family members, working with us means being part of a community that values your well-being and career advancement.
StudySmarter Expert Advice🤫
We think this is how you could land Member Experience Manager in London
✨Tip Number 1
Get to know the company culture! Before your interview, dive into Fitness First's values and mission. This way, you can show how your passion for health and fitness aligns with their goals, making you a perfect fit for the Member Experience Manager role.
✨Tip Number 2
Practice makes perfect! Role-play common interview questions with a friend or in front of the mirror. Focus on how you would enhance the member journey and improve retention, as these are key aspects of the job.
✨Tip Number 3
Show off your people skills! During the interview, be ready to share examples of how you've created exceptional experiences for customers in the past. Remember, it's all about that 5-star experience!
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you're genuinely interested in joining the Fitness First team and contributing to their mission.
We think you need these skills to ace Member Experience Manager in London
Some tips for your application 🫡
Show Your Passion:Let your enthusiasm for health and fitness shine through in your application. We want to see how you can inspire others and create that 5-star experience for our members!
Tailor Your Application:Make sure to customise your CV and cover letter to highlight your relevant experience in member engagement and retention. We love seeing how you can utilise data to enhance the member journey!
Be Personable:When writing your application, remember to be friendly and approachable. We’re looking for someone who can connect with our members at every touchpoint, so let your personality come through!
Apply Through Our Website:Don’t forget to submit your application through our website! It’s the best way for us to receive your details and get you on the path to joining our dynamic team.
How to prepare for a job interview at Fitness First Ltd
✨Know the Company Inside Out
Before your interview, dive deep into Fitness First's mission and values. Understand their approach to member experience and how they create that 5-star service. This will not only show your enthusiasm but also help you align your answers with their goals.
✨Showcase Your People Skills
As a Member Experience Manager, your ability to connect with members is crucial. Prepare examples of how you've successfully interacted with customers in the past, highlighting your communication skills and ability to handle feedback. This will demonstrate your fit for the role.
✨Bring Data-Driven Insights
Since the role involves utilising data to enhance member experiences, be ready to discuss how you've used data in previous roles. Share specific instances where your insights led to improved customer satisfaction or retention, showcasing your analytical skills.
✨Prepare for Duty Management Scenarios
Expect questions about handling operational challenges and ensuring compliance with health and safety standards. Think of scenarios where you've had to step up in a managerial capacity and be prepared to discuss how you maintained high standards under pressure.
