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For Companies At a Glance
- Tasks: Lead a 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: Competitive bonuses, discounts, free gym membership, and career development opportunities.
- Other info: Dynamic environment with opportunities for personal and professional growth.
- Why this job: Make a transformative impact on members' lives while developing your leadership skills.
- Qualifications: Strong leadership skills and a passion for delivering exceptional service.
The predicted salary is between 30000 - 40000 £ per year.
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.
Job Purpose
As the Member Experience Manager, your role is to deliver a consistent 5‑star member experience by utilizing and optimizing company tools to support members in achieving their goals. You will enhance the member journey, prioritize 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
- Lead the team to create a consistent 5‑star member experience throughout the club.
- Utilize key data to personalize 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.
- Manage and optimize all attrition tools, coaching, and delivery throughout the wider team.
- Ensure professional management of member feedback.
- Provide comprehensive training to the team to deliver exceptional service.
- Ensure team adherence to company policies and procedures.
- Manage and position retail and stock in line with the business 'Stock Planogram' sheet.
- Ensure a great welcome to every member and 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 members.
- Professional Development: Opportunities for ongoing professional development and career advancement.
Member Experience Manager - Marylebone, Marylebone in City of Westminster employer: Fitness First
Contact Detail:
Fitness First Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Member Experience Manager - Marylebone, Marylebone in City of Westminster
✨Tip Number 1
Network like a pro! Reach out to current or former employees at Fitness First on LinkedIn. A friendly chat can give you insider info and maybe even a referral, which can really boost your chances.
✨Tip Number 2
Prepare for the interview by practising common questions related to member experience. Think about how you would enhance the member journey and be ready to share specific examples from your past roles.
✨Tip Number 3
Show your passion for health and fitness! During your interview, let your enthusiasm shine through. Share your personal fitness journey and how it aligns with the values of Fitness First.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re serious about joining the team!
We think you need these skills to ace Member Experience Manager - Marylebone, Marylebone in City of Westminster
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 passionate you are about delivering exceptional member experiences, so share your personal journey or any relevant experiences that highlight this.
Tailor Your Application: Make sure to customise your CV and cover letter to reflect the key responsibilities and skills mentioned in the job description. We love it when candidates take the time to align their experiences with what we’re looking for!
Be Specific: When discussing your past experiences, use specific examples that demonstrate your ability to lead teams and enhance member journeys. We appreciate concrete evidence of your achievements and how they relate to our goals.
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 ensures you’re considered for the role. Plus, it shows you’re serious about joining our team!
How to prepare for a job interview at Fitness First
✨Know Your Member Experience
Familiarise yourself with Fitness First's approach to member experience. Be ready to discuss how you would create a 5-star experience and share examples from your past roles where you've successfully enhanced customer satisfaction.
✨Data-Driven Decisions
Understand the importance of using data to personalise member experiences. Prepare to talk about how you've used data in previous positions to improve service delivery or member engagement, and be ready to suggest ways you could apply this at Fitness First.
✨Show Your Leadership Skills
As a Member Experience Manager, you'll need to lead a team effectively. Think of specific instances where you've motivated a team or resolved conflicts. Be prepared to discuss your leadership style and how you plan to inspire your team to deliver exceptional service.
✨Emphasise Health and Safety
Since you'll be responsible for health and safety standards, brush up on relevant regulations and best practices. Be ready to explain how you would ensure compliance and maintain high standards of cleanliness and hygiene in the club.