At a Glance
- Tasks: Create unforgettable experiences for members and guests in a vibrant lifestyle destination.
- Company: Join Society, where fitness meets community in an inspiring environment.
- Benefits: Competitive salary, career growth, and a dynamic workplace culture.
- Other info: Opportunity to make a real impact in a fast-paced, rewarding environment.
- Why this job: Be part of a team redefining wellness and member engagement.
- Qualifications: Experience in hospitality or guest relations with strong communication skills.
The predicted salary is between 36000 - 60000 £ per year.
Society is more than a workplace — it’s a lifestyle destination. Society brings together fitness, wellness, recovery, and community under one bold identity. From elite training and boutique studios to curated social spaces, we are redefining how people move, connect, and live — deeply rooted in local culture and delivered to the highest international standards. We’re building a team as ambitious as the brand itself.
If you’re driven by excellence, inspired by lifestyle‑led brands, and passionate about delivering world‑class experiences, Society offers the opportunity to grow your career in an environment that values performance, creativity, and progression. This isn’t just a job — it’s a chance to be part of something genuinely different.
Role Purpose
The Membership Experience Manager is responsible for delivering an exceptional, hospitality‑led member experience across all touchpoints of the Society journey. Drawing on best practice from premium hospitality environments, this role ensures that members — particularly new, long‑term, high‑value, and at‑risk members — feel recognised, valued, and consistently cared for. Working closely with the Regional Operations Manager and Sales Manager, the Membership Experience Manager acts as the guardian of first impressions, ongoing engagement, and service recovery, driving retention and brand advocacy.
Key Responsibilities
- Member Experience & First Impressions: Own the first impression experience for members and guests entering the club. Ensure a warm, professional, and personalised welcome at every touchpoint. Act as the primary point of contact for new, long‑term, and high‑value members. Ensure all teams are briefed on member needs and preferences where appropriate. Maintain exceptional presentation, atmosphere, and service tone across all member‑facing areas.
- Member Engagement, Loyalty & Retention: Build meaningful relationships with members to enhance engagement and loyalty. Proactively seek verbal and written member feedback and act on insights. Lead outreach to new members, long‑term members, and at‑risk members. Support renewal and cancellation save conversations in partnership with the Sales team. Recognise and reward loyal members through appropriate gestures and experiences.
- Service Recovery & Feedback Management: Own the professional handling of member feedback, concerns, and complaints. Resolve issues promptly, empathetically, and in line with Society service standards. Escalate recurring or high‑risk issues to Operations leadership when required. Ensure effective service recovery that turns negative experiences into positive outcomes.
- Team Coaching, Standards & Culture: Coach front‑of‑house teams to deliver hospitality‑level service consistently. Provide real‑time feedback and guidance to reinforce expected behaviours. Support training initiatives related to service excellence and member engagement. Promote a culture of ownership, pride, and attention to detail.
- Duty Management & In‑Club Experience: Act as Duty Manager when required, ensuring smooth daily operations. Maintain high standards of cleanliness, safety, and presentation. Support opening and closing procedures in line with operational standards. Coordinate with the ROM on operational or facility issues impacting experience. Ensure compliance with health & safety and club procedures.
What Success Looks Like (KPIs)
- High member satisfaction scores (NPS / CSAT).
- Strong member retention and reduced churn.
- Positive member feedback and effective service recovery.
- Consistent delivery of hospitality‑led service standards.
- High engagement from new and long‑term members.
Experience & Qualifications
- Proven experience in a hospitality or guest experience leadership role.
- Strong background in customer service, guest relations, or front‑of‑house management.
- Experience managing VIP or long‑stay guests/members advantageous.
- Confident handling complaints and service recovery.
- Excellent interpersonal and communication skills.
- Strong IT literacy and confidence using CRM or guest management systems.
- Experience within fitness, wellness, or lifestyle environments advantageous.
Key Competencies
- Hospitality mindset
- Member‑centric service delivery
- Relationship building
- Emotional intelligence
- Problem‑solving under pressure
- Attention to detail
- Brand advocacy
Member Experience Manager - Qatar in Birmingham employer: Society
At Society, we pride ourselves on being more than just a workplace; we are a vibrant lifestyle destination that champions fitness, wellness, and community. Our culture is rooted in excellence and creativity, offering our team members unparalleled opportunities for growth and development in a supportive environment. As a Member Experience Manager in Qatar, you will play a pivotal role in shaping exceptional member experiences, all while enjoying the unique advantages of working in a dynamic and culturally rich location.
StudySmarter Expert Advice🤫
We think this is how you could land Member Experience Manager - Qatar in Birmingham
✨Tip Number 1
Get to know the company culture before your interview. Dive into their social media and website to understand their vibe. This will help you tailor your responses and show that you're genuinely interested in being part of their community.
✨Tip Number 2
Practice your pitch! You want to come across as confident and passionate about member experience. Think about how your past experiences align with their values and be ready to share specific examples that highlight your skills.
✨Tip Number 3
Network like a pro! Reach out to current or former employees on LinkedIn. Ask them about their experiences and any tips they might have for standing out in the application process. Plus, it shows you're proactive!
✨Tip Number 4
Don’t forget to follow up after your interview! A simple thank-you email can go a long way. It’s a chance to reiterate your enthusiasm for the role and remind them why you’re the perfect fit for their team.
We think you need these skills to ace Member Experience Manager - Qatar in Birmingham
Some tips for your application 🫡
Show Your Passion for Member Experience:When writing your application, let your enthusiasm for creating exceptional member experiences shine through. We want to see how you can bring that hospitality mindset to life and make our members feel valued from the get-go.
Tailor Your Application:Make sure to customise your CV and cover letter to highlight relevant experience in hospitality or customer service. We love seeing how your background aligns with our mission of delivering world-class experiences at Society.
Be Authentic:Don’t be afraid to show your personality! We’re looking for someone who fits into our vibrant culture. Share your unique approach to member engagement and how you’ve built meaningful relationships in previous roles.
Apply Through Our Website:For the best chance of success, apply directly through our website. This way, we can easily track your application and ensure it gets the attention it deserves. Plus, it shows you’re serious about joining our team!
How to prepare for a job interview at Society
✨Know the Brand Inside Out
Before your interview, dive deep into Society's ethos and offerings. Understand their approach to fitness, wellness, and community. This will not only help you answer questions more effectively but also show your genuine interest in being part of something unique.
✨Showcase Your Hospitality Skills
Since the role is all about delivering exceptional member experiences, prepare examples from your past where you've gone above and beyond in customer service. Highlight your ability to create warm, welcoming environments and how you've handled feedback or complaints with empathy.
✨Engage with Member-Centric Scenarios
Think of specific situations where you've built relationships with clients or members. Be ready to discuss how you would engage with new, long-term, and at-risk members, and what strategies you would implement to enhance their loyalty and satisfaction.
✨Demonstrate Team Leadership
As a Member Experience Manager, you'll be coaching teams to deliver top-notch service. Prepare to talk about your leadership style and how you've successfully trained or guided others in a hospitality setting. Share any experiences that reflect your ability to foster a culture of pride and attention to detail.
