Fitness First UK · 5 days ago
Member Experience Manager
Cottons, NY
Full-time
Onsite
Mid LevelFitness First is dedicated to health and fitness, aiming to inspire individuals to embrace their own fitness journeys. The Member Experience Manager will ensure a consistent 5-star experience for members, enhance the member journey, and manage team training and development while also taking on Duty Manager responsibilities when necessary.
FitnessWellness
Responsibilities
Lead the team to create a consistent 5-star member experience throughout the club
Utilise key data to personalise the member experience
Interact with every member at every touch point with purpose and care
Provide instant feedback to team members who do not offer exceptional service
Take accountability for the Brand Standards document, focusing on cleanliness, vibe, and operational standards
Plan and action ‘call drives’ to reach out to priority member groups
Maintain regular communication with new starters, at-risk members, and those who have booked onboarding sessions
Manage and optimise all attrition tools, coaching, and delivering throughout the wider team
Ensure professional management of member feedback
Provide comprehensive training to the team to deliver exceptional service
Ensure team adherence to company policies and procedures
Manage and position retail and stock in line with the business ‘Stock Planogram’ sheet
Ensure a great welcome to every member at every opportunity
Provide an excellent joiner experience and tour for every guest
Steer members to group exercise (GX) classes and book 1-1 sessions
Maintain high standards of cleanliness and hygiene in the club
Lead on the safety of the club, ensuring compliance with all regulations
Ensure all staff are clear on their responsibilities and tasks per shift
Deliver duty management with 100% consistency, including opening/closing duties and compliance
Qualification
Required
Passionate and result-driven leader
Commitment to delivering exceptional member experiences
Ability to deliver a consistent 5-star member experience
Utilisation and optimisation of company tools to support members
Enhancement of the member journey
Prioritisation of member goals
Improvement of member retention
Ability to take on Duty Manager responsibilities
Ensuring operational standards and health & safety
Management of commercial performance of the club
Leadership skills to create a consistent member experience
Utilisation of key data to personalise member experience
Interaction with every member at every touch point
Accountability for the Brand Standards document
Planning and actioning 'call drives' for priority member groups
Regular communication with new starters and at-risk members
Management and optimisation of attrition tools
Professional management of member feedback
Provision of comprehensive training to the team
Ensuring team adherence to company policies and procedures
Management and positioning of retail and stock
Ensuring a great welcome to every member
Provision of an excellent joiner experience and tour for guests
Steering members to group exercise classes
Maintaining high standards of cleanliness and hygiene
Leading on the safety of the club
Ensuring staff clarity on responsibilities and tasks
Delivering duty management with 100% consistency
Benefits
Bonus Scheme: Competitive bonus structure based on club performance and individual KPIs.
Benefit Portal: Access to a comprehensive benefits portal offering significant discounts on various products and services.
Health and Wellness: Complimentary gym membership for you and discount for family member.
Professional Development: Opportunities for ongoing professional development and career advancement.
Company
Fitness First UK
Fitness First UK is provides a variety of exercise and health and wellness products and services.
Founded in 1996
201-500 employees
Funding
Current Stage
Growth StageTotal Funding
unknown2012-12-30Acquired
Company data provided by crunchbase