Find a job 
Featured Companies 
Featured Universities 
For Companies At a Glance
- 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 scheme, discounts, and a complimentary gym membership for you and your family.
- Why this job: Join us to make a real impact on members' lives while developing your career in a fun environment.
- Qualifications: Passion for health and fitness, leadership skills, and a commitment to exceptional service are essential.
- Other info: Opportunity for professional development and career advancement in a vibrant fitness community.
The predicted salary is between 36000 - 60000 £ per year.
About The Role
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.
IND1
#J-18808-Ljbffr
Member Experience Manager employer: Fitness First Ltd
Contact Detail:
Fitness First Ltd Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Member Experience Manager
✨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 or member satisfaction. Highlighting measurable outcomes will demonstrate your ability to deliver a 5-star experience, which is crucial for this role.
✨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 understanding what they value most in candidates.
✨Tip Number 4
Showcase your leadership skills by discussing how you've trained and developed teams in previous roles. Emphasising your ability to inspire and motivate others will resonate well, as team training and development are key responsibilities of the position.
We think you need these skills to ace Member Experience Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in member management and customer service. Use specific examples that demonstrate your ability to deliver a 5-star experience, as this is crucial for the role.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for health and fitness, and your commitment to enhancing member experiences. Mention how your leadership style aligns with Fitness First's values and goals.
Highlight Relevant Skills: Emphasise skills such as team training, member retention strategies, and operational management. Use keywords from the job description to ensure your application resonates with the hiring team.
Showcase Your Achievements: Include quantifiable achievements in your application, such as improvements in member satisfaction scores or successful retention initiatives you've led in previous roles. This will help demonstrate your impact in similar positions.
How to prepare for a job interview at Fitness First Ltd
✨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 customer 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.
✨Familiarise 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 your approach.