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For Companies 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.
- Why this job: Be part of a team redefining member experiences in the wellness industry.
- Qualifications: Experience in hospitality or guest relations with strong communication skills.
- Other info: Opportunity to lead and innovate in a fast-paced, rewarding environment.
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 Oldham employer: Society
Contact Detail:
Society Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Member Experience Manager - Qatar in Oldham
✨Tip Number 1
Network like a pro! Reach out to people in the fitness and wellness industry, especially those connected to Society. Attend events, join relevant groups, and don’t be shy about asking for informational interviews. You never know who might have the inside scoop on job openings!
✨Tip Number 2
Show your passion for member experience! When you get the chance to chat with potential employers, share your ideas on how to enhance member engagement and loyalty. This will demonstrate that you’re not just looking for a job, but that you genuinely care about creating exceptional experiences.
✨Tip Number 3
Prepare for interviews by researching Society’s culture and values. Think about how your background in hospitality or customer service aligns with their mission. Bring examples of how you've turned negative experiences into positive ones — it’ll show you’re ready to tackle any challenges head-on!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re serious about joining the Society team. Keep an eye on our careers page for the latest opportunities and make sure your profile stands out!
We think you need these skills to ace Member Experience Manager - Qatar in Oldham
Some tips for your application 🫡
Show Your Passion: When you're writing your application, let your passion for member experience and hospitality shine through. We want to see how excited you are about creating exceptional experiences for our members!
Tailor Your Application: Make sure to customise your CV and cover letter to highlight your relevant experience in hospitality or customer service. We love seeing how your background aligns with our values and the role of Member Experience Manager.
Be Personable: Use a friendly and approachable tone in your written application. Remember, we’re all about building relationships, so let your personality come through and show us how you connect with others.
Apply Through Our Website: Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for this exciting opportunity at Society.
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 knowledge will help you connect your experience with their values and show that you're genuinely interested in being part of something special.
✨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 situations into positive outcomes.
✨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 and relationship-building skills.
✨Prepare for Scenario Questions
Expect questions about handling complaints and service recovery. Think of specific scenarios where you've successfully managed difficult situations. Use the STAR method (Situation, Task, Action, Result) to structure your responses and illustrate your capabilities effectively.
