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- Tasks: Lead a team to create unforgettable 5-star experiences for our members.
- Company: Join Fitness First, where health and fitness are our passion!
- Benefits: Enjoy a competitive bonus, discounts, and a free gym membership.
- Other info: Dynamic role with opportunities for professional growth and development.
- Why this job: Make a real impact on members' lives while developing your career.
- Qualifications: Passion for fitness and experience in customer service or management.
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. 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 in Westminster employer: Fitness First
Contact Detail:
Fitness First Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Member Experience Manager in Westminster
✨Tip Number 1
Network like a pro! Reach out to current or former employees at Fitness First on LinkedIn. Ask them about their experiences and any tips they might have for landing the Member Experience Manager role. Personal connections can give you insights that a job description just can't.
✨Tip Number 2
Prepare for the interview by practising your responses to common questions. Think about how you would create a 5-star member experience and be ready to share specific examples from your past roles. We want to see your passion and how you can bring that energy to our team!
✨Tip Number 3
Show us your enthusiasm! When you get the chance to meet with us, make sure to express your excitement about health and fitness. Share your personal journey and how it aligns with our mission at Fitness First. We love candidates who are genuinely passionate about what we do!
✨Tip Number 4
Don’t forget to follow up after your interview! A quick thank-you email reiterating your interest in the role and highlighting a key point from your conversation can set you apart. It shows us that you’re proactive and truly invested in joining our team.
We think you need these skills to ace Member Experience Manager in 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 you can inspire others and create that 5-star member experience we’re all about!
Tailor Your Application: Make sure to customise your CV and cover letter to highlight your relevant experience and skills. We love seeing how your background aligns with our mission at Fitness First!
Be Specific: When discussing your past experiences, use specific examples that demonstrate your ability to enhance member journeys and improve retention. Numbers and outcomes speak volumes!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you don’t miss out on any important updates from our team!
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 approach to member experience and how they create that 5-star service. This will not only show your enthusiasm but also help you align your answers with their goals.
✨Showcase Your Leadership Skills
As a Member Experience Manager, you'll be leading a team. Prepare examples of how you've successfully managed teams in the past, focusing on training and development. Highlight specific instances where your leadership made a positive impact on member retention or service quality.
✨Prepare for Scenario Questions
Expect questions that ask how you'd handle specific situations, like dealing with an unhappy member or improving team performance. Think through these scenarios beforehand and have structured responses ready, showcasing your problem-solving skills and commitment to exceptional service.
✨Ask Insightful Questions
At the end of the interview, have a few thoughtful questions prepared. Inquire about the current challenges the team faces in delivering member experiences or how success is measured in this role. This shows your genuine interest and helps you gauge if the company is the right fit for you.