At a Glance
- Tasks: Lead customer experience strategies and enhance service standards across multiple locations.
- Company: Premium wellness and fitness brand known for exceptional customer experiences.
- Benefits: Competitive salary, flexible hours, and opportunities for professional growth.
- Other info: Join a passionate team dedicated to creating valued customer connections.
- Why this job: Make a real impact on customer satisfaction and loyalty in a dynamic environment.
- Qualifications: Experience in customer experience leadership and strong analytical skills.
The predicted salary is between 50000 - 65000 £ per year.
Our client is a premium, membership‑led wellness and fitness business with an established reputation for delivering exceptional customer experiences. With a loyal member base and multiple locations, the business is entering its next phase of growth and is seeking a Head of Client Experience to elevate service standards, strengthen retention and ensure every customer interaction reflects the brand's values. This is a highly visible leadership role, combining customer experience strategy, operational excellence and team leadership.
The Basics:
- Salary: Competitive salary
- Hours: Full‑time, August start date and flexibility to work around studio peak hours (early, evening and weekend)
- Location: Multiple London locations
- Reporting to: Founder
The Role:
The Head of Customer Experience will act as the voice of the customer across the business, ensuring a seamless and consistent experience across all touchpoints. Reporting into senior leadership, they will lead the front‑of‑house/customer support function, oversee customer engagement initiatives, drive additional revenue and engagement streams and help shape the long‑term customer journey.
Key responsibilities include:
- Developing and implementing customer experience strategies that improve retention, engagement and lifetime value.
- Using customer data, attendance patterns and behavioural insights to identify opportunities for improvement.
- Designing customer journeys for new, existing, at‑risk and returning customers.
- Leading and developing the customer support and front‑of‑house teams, ensuring consistently high service standards.
- Working closely with operations, marketing and people teams to ensure decisions are informed by customer needs.
- Overseeing additional premium service offerings and ensuring they are effectively integrated into the wider customer journey.
- Spending regular time on‑site to understand customer behaviour, gather feedback and support teams.
- Identifying and implementing improvements to systems, processes and customer communications.
- Driving initiatives that strengthen customer loyalty, advocacy and brand connection.
The Person:
The successful candidate will be a commercially minded customer experience leader with a strong track record of improving customer retention and service delivery. They are likely to bring experience from hospitality, premium membership businesses, wellness, fitness, customer success, luxury service or similar customer‑centric environments.
- Experience leading customer‑facing teams and driving service excellence.
- Strong analytical skills with the ability to translate data into action.
- A customer‑first mindset balanced with commercial awareness.
- Excellent stakeholder management and influencing skills.
- Ability to build trusted relationships with both customers and internal teams.
- Comfortable operating strategically while remaining close to day‑to‑day delivery.
- Proactive, solutions‑focused and motivated to continually improve the customer experience.
- Passion for creating environments where customers feel valued, supported and connected.
Success in this role will be measured through:
- Improved customer retention and repeat engagement.
- Increased reactivation of lapsed customers.
- Higher levels of customer satisfaction and advocacy.
- Consistently high customer service standards across all locations and channels.
- Increased adoption of premium service offerings where appropriate.
- Strong front‑of‑house and customer support team performance.
- Effective customer journey programmes that drive engagement and loyalty.
- Ongoing improvements to customer experience processes, systems and communications.
Head of Client Experience employer: Jobs in Fitness
Join a premium, membership-led wellness and fitness business that prioritises exceptional customer experiences and values its employees. With a strong focus on professional growth, this company offers a dynamic work culture where your contributions directly impact member satisfaction and retention. Enjoy competitive salaries, flexible working hours, and the opportunity to lead a passionate team in multiple vibrant London locations, all while shaping the future of customer engagement in the wellness industry.
StudySmarter Expert Advice🤫
We think this is how you could land Head of Client Experience
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Jobs in Fitness. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Jobs in Fitness before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Head of Client Experience
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Jobs in Fitness:Your cover letter is your chance to shine! Tell us why you want to work at Jobs in Fitness specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Jobs in Fitness!
How to prepare for a job interview at Jobs in Fitness
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
