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- Tasks: Lead the team to create a 5-star member experience and enhance member journeys.
- Company: Fitness First is dedicated to transforming lives through health and fitness.
- Benefits: Enjoy a competitive bonus scheme, complimentary gym membership, and discounts for family.
- Why this job: Make a real impact on members' lives while developing your career in a vibrant environment.
- Qualifications: Passionate leaders with a commitment to exceptional service and team training are welcome.
- Other info: This is a full-time, mid-senior level role with opportunities for professional development.
The predicted salary is between 28800 - 43200 £ per year.
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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.
Seniority level
-
Seniority level
Mid-Senior level
Employment type
-
Employment type
Full-time
Job function
-
Job function
Business Development and Sales
-
Industries
Wellness and Fitness Services
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Member Experience Manager employer: Fitness First UK
Contact Detail:
Fitness First UK 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 and demonstrate your passion during interviews.
✨Tip Number 2
Network with current or former employees of Fitness First. They can provide valuable insights into the company culture and expectations for the Member Experience Manager role, which can give you an edge in your application.
✨Tip Number 3
Prepare specific examples from your past experiences that showcase your ability to enhance member experiences and manage teams effectively. Highlighting these will demonstrate your capability to deliver a 5-star experience.
✨Tip Number 4
Stay updated on the latest trends in the fitness industry and member engagement strategies. Being knowledgeable about current practices will show your commitment to continuous improvement and innovation in member experience.
We think you need these skills to ace Member Experience Manager
Some tips for your application 🫡
Understand the Role: Before applying, make sure to thoroughly read the job description for the Member Experience Manager position at Fitness First. Understand the key responsibilities and required skills, so you can tailor your application accordingly.
Highlight Relevant Experience: In your CV and cover letter, emphasise any previous experience in customer service, team leadership, or fitness management. Use specific examples that demonstrate your ability to deliver exceptional member experiences and improve retention.
Show Passion for Fitness: Fitness First values enthusiasm for health and fitness. Make sure to convey your passion for the industry in your application. Share personal stories or experiences that highlight your commitment to promoting a healthy lifestyle.
Tailor Your Application: Customise your CV and cover letter to reflect the values and mission of Fitness First. Use keywords from the job description to show that you understand what they are looking for in a candidate and how you fit that profile.
How to prepare for a job interview at Fitness First UK
✨Show Your Passion for Fitness
As a Member Experience Manager, it's crucial to demonstrate your enthusiasm for health and fitness. Share personal stories or experiences that highlight your commitment to a healthy lifestyle and how it aligns with the values of Fitness First.
✨Understand Member Experience Metrics
Familiarise yourself with key performance indicators related to member experience and retention. Be prepared to discuss how you would use data to enhance the member journey and ensure a consistent 5-star experience.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving skills in real-life scenarios. Think about past experiences where you successfully managed member feedback or improved service delivery, and be ready to share these examples.
✨Emphasise Team Leadership Skills
Highlight your ability to lead and train a team effectively. Discuss your approach to fostering a positive team environment and ensuring adherence to company standards, as this is vital for maintaining high service levels at Fitness First.