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- 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: Enjoy a competitive bonus scheme, discounts, and a free gym membership.
- Other info: Great opportunities for professional development and career advancement.
- 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!
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.
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.
- 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 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
✨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 handle specific scenarios that might come up in the role. We want you to shine!
✨Tip Number 3
Show your passion for health and fitness during the interview. Share personal stories or experiences that highlight your commitment to creating exceptional member experiences. Let them see your enthusiasm!
✨Tip Number 4
Don’t forget to follow up after your interview! A quick thank-you email can leave a lasting impression and show that you’re genuinely interested in the role. Plus, it keeps you on their radar!
We think you need these skills to ace Member Experience Manager - Marylebone, Marylebone
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 creating 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 specific skills and experiences mentioned in the job description. We love it when applicants take the time to align their background with what we’re looking for!
Be Authentic: Don’t be afraid to let your personality come through in your writing. We appreciate authenticity, so share your unique approach to member engagement and how you would enhance the member journey at Fitness First.
Apply Through Our Website: For the best chance of success, make sure to apply directly through our website. This way, we can easily track your application and ensure it gets the attention it deserves. We can’t wait to hear from you!
How to prepare for a job interview at Fitness First
✨Know the Company Inside Out
Before your interview, dive deep into Fitness First's mission and values. Understand their commitment to health and fitness, and think about how your passion aligns with theirs. This will help you demonstrate that you're not just looking for a job, but that you're genuinely excited about contributing to their vision.
✨Showcase Your Leadership Skills
As a Member Experience Manager, you'll be leading a team. Prepare examples of how you've successfully led teams in the past, focusing on creating exceptional experiences. Think about specific situations where you turned challenges into opportunities for your team and members.
✨Prepare for Scenario Questions
Expect questions that ask how you'd handle specific member situations or team dynamics. Practice responses that highlight your problem-solving skills and ability to maintain high standards of service. Use the STAR method (Situation, Task, Action, Result) to structure your answers effectively.
✨Demonstrate Your Data Savvy
Since the role involves utilising key data to enhance member experiences, be ready to discuss how you've used data in previous roles. Bring examples of how you’ve personalised experiences based on feedback or metrics, showing that you can leverage data to drive results.