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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 with enthusiasm and energy.
- Benefits: Enjoy a competitive bonus, discounts on products, and a complimentary gym membership.
- Why this job: Make a real impact on members' lives while developing your leadership skills in a fun environment.
- Qualifications: Passion for fitness and experience in customer service or management roles preferred.
- Other info: Opportunity for professional development and career advancement in a vibrant club atmosphere.
The predicted salary is between 36000 - 60000 £ per year.
Member Experience Manager – London – , London 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.
Member Experience Manager - London employer: Fitness First
Contact Detail:
Fitness First Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Member Experience Manager - London
✨Tip Number 1
Familiarize yourself with Fitness First's brand values and member experience philosophy. Understanding what makes a 5-star experience for their members will help you align your approach during interviews.
✨Tip Number 2
Prepare to discuss specific examples from your past experiences where you successfully enhanced member experiences or improved retention rates. This will demonstrate your capability to deliver results in a similar role.
✨Tip Number 3
Show your passion for health and fitness by engaging with the community. Attend local fitness events or workshops to network and gain insights that can be valuable in your role as a Member Experience Manager.
✨Tip Number 4
Be ready to discuss how you would utilize data to personalize member experiences. Highlight any experience you have with data analysis or customer feedback management to showcase your strategic thinking.
We think you need these skills to ace Member Experience Manager - London
Some tips for your application 🫡
Understand the Role: Take the time to thoroughly read the job description for the Member Experience Manager position. Understand the key responsibilities and how your skills align with delivering a 5-star member experience.
Tailor Your CV: Customize your CV to highlight relevant experience in member services, team leadership, and operational management. Use specific examples that demonstrate your ability to enhance member experiences and improve retention.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for health and fitness, as well as your commitment to exceptional service. Mention how you can contribute to Fitness First's mission and values.
Highlight Relevant Achievements: In both your CV and cover letter, include quantifiable achievements related to member satisfaction, team training, or operational improvements. This will help illustrate your impact in previous roles.
How to prepare for a job interview at Fitness First
✨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.
✨Familiarize Yourself with Company Tools
Research the tools and systems that Fitness First uses to optimize member experiences. Be prepared to discuss how you would utilize these tools to personalize member interactions and improve retention.
✨Prepare for Duty Management Scenarios
Since you'll be taking on Duty Manager responsibilities, think about potential scenarios you might face in this role. Prepare to discuss how you would handle operational challenges while maintaining high standards of service and safety.
