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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 and wellness.
- Benefits: Competitive salary, career growth, and a dynamic work environment.
- Why this job: Be part of a team redefining lifestyle experiences and making a real impact.
- Qualifications: Experience in hospitality or guest relations with strong communication skills.
- Other info: Opportunity to thrive 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 Wolverhampton employer: Society
Contact Detail:
Society Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Member Experience Manager - Qatar in Wolverhampton
✨Tip Number 1
Get to know the company culture before your interview. Dive into their social media, website, and any reviews you can find. This will help us tailor our conversation to show how we fit into their lifestyle-led brand.
✨Tip Number 2
Practice your hospitality skills! Think of scenarios where you might need to handle member feedback or complaints. We want to demonstrate that we can turn a negative experience into a positive one, just like they do at Society.
✨Tip Number 3
Network with current or former employees if possible. They can provide insider tips on what it’s really like to work there and what qualities they value most in a Member Experience Manager.
✨Tip Number 4
Apply through our website! It shows initiative and gives us a chance to highlight our passion for the role right from the start. Plus, it’s a great way to ensure our application gets seen by the right people.
We think you need these skills to ace Member Experience Manager - Qatar in Wolverhampton
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 application to reflect the specific skills and experiences that align with the Member Experience Manager role. Highlight any relevant experience in hospitality or customer service that showcases your ability to engage and retain members.
Be Personable: Use a friendly and approachable tone in your written application. We’re all about building relationships, so showing your personality can help us see how you’d fit into our vibrant community at Society.
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 to join 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, be ready to share specific examples from your past roles where you’ve gone above and beyond for customers. Highlight your ability to handle complaints and turn negative experiences into positive ones.
✨Engage with Empathy
During the interview, demonstrate your emotional intelligence by actively listening and responding thoughtfully. Show that you understand the importance of building relationships and how you can enhance member engagement and loyalty.
✨Prepare for Scenario Questions
Expect to face scenario-based questions that assess your problem-solving skills under pressure. Think of situations where you've had to manage difficult feedback or service recovery, and be ready to discuss how you handled them effectively.
