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For Companies At a Glance
- Tasks: Create unforgettable experiences for members and guests at our vibrant lifestyle destination.
- Company: Join Society, where fitness meets community in a dynamic environment.
- Benefits: Competitive salary, career growth, and a chance to shape member experiences.
- Why this job: Be part of a team redefining wellness and hospitality in an exciting setting.
- Qualifications: Experience in hospitality or guest relations with strong communication skills.
- Other info: Opportunity to work in a culture that values creativity and excellence.
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 Bolton employer: Society
Contact Detail:
Society Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Member Experience Manager - Qatar in Bolton
✨Tip Number 1
Get to know the company culture before your interview. Dive into their social media and website to understand their vibe. This way, you can tailor your conversation to show how you fit right in with their lifestyle-led brand.
✨Tip Number 2
Practice your hospitality skills! Think about how you would create a warm and welcoming environment for members. Share specific examples during your interview that highlight your experience in delivering exceptional service.
✨Tip Number 3
Be ready to discuss how you handle feedback and service recovery. Prepare some stories where you turned a negative experience into a positive one. This shows you’re not just about making first impressions but also about maintaining lasting relationships.
✨Tip Number 4
Don’t forget to follow up after your interview! A quick thank-you note can go a long way in showing your enthusiasm for the role. Plus, it’s a great chance to reiterate why you’d be a perfect fit for their member experience team.
We think you need these skills to ace Member Experience Manager - Qatar in Bolton
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. Share specific examples of how you've gone above and beyond in previous roles to make members feel valued and engaged.
Tailor Your Application: Make sure to customise your CV and cover letter to reflect the key responsibilities and competencies mentioned in the job description. Highlight your experience in hospitality and member engagement to show us you're the perfect fit for Society.
Be Authentic: We want to get to know the real you! Don’t be afraid to let your personality come through in your application. Share your unique approach to member service and how you build relationships with members to enhance their experience.
Apply Through Our Website: For the best chance of success, make sure to submit your application through our website. This way, we can easily track your application and ensure it reaches the right people who are excited to meet you!
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
As a Member Experience Manager, your ability to create exceptional experiences is key. Prepare examples from your past roles where you've gone above and beyond for customers. Highlight your problem-solving skills and how you've turned negative experiences into positive ones.
✨Engage with Empathy
During the interview, demonstrate your emotional intelligence by actively listening and responding thoughtfully. Share instances where you've built meaningful relationships with members or clients, showcasing your member-centric service delivery.
✨Prepare for Scenario Questions
Expect questions that assess your ability to handle feedback and service recovery. Think of specific scenarios where you've successfully managed complaints or improved member engagement. This will illustrate your readiness to uphold Society's high standards.
