Member Experience Manager

Job Purpose
To maximise every member &guest's experience in our club. To support the sales and retention of memberships through excellent customer service. To have a thorough understanding of the fitness products/services on offer, working closely with the GM and FEM ensuring our members are benefiting from the member journey on offer. To up-skill the member experience team members to a level where they can recommend all the products/services on offer. To take ownership of all secondary retail spend working towards KPI's for yourself and the team. To manage and develop a commercially aware front of house team To have a full understanding of the membership software system to enable to manage member queries. Fitness Product
Ensure you and your team are always up to date with current Fitness Challenges, Class descriptions and gym floor focus. Support the Fitness Experience Manager with Gym Floor Tasks, Focus points and challenges. Take part in new classes to ensure you can effectively communicate to members Commercial
Take full ownership and accountability of the secondary spend KPI targets. Take full ownership of all member cancellations, and influence with revokes both in club and via phone calls. Be a major contributor to the sales process by excelling in conversion rates for all prospects and guests. Ensure the effective management of swimming lessons proactively increasing the revenue. Want to know see more of the great things our brand does please visit our LinkedIn pagehere.
An opportunity like this at Frasers Group is for the fearless. The potential is massive, the experience unrivalled. To be able to make the most of it you need to live and breathe our principles:
Think without limits- Think fast, think fearlessly and take the team with you Own itand back yourself- own the basics, own your role and own the results Be relevant -Relevantto our people, our partners and the planet
Need to be
A role model for all club staff, leading by example with your excellent customer service, commercial and operational skills. An expert in all aspects of memberships, administration and email communication. An inspirational leader for your team, modelling industry leading service levels. Organised - to ensure membership requests, queries and complaints are dealt with promptly to provide an excellent customer experience. Driven and ambitious with a keen desire to learn and develop both behaviours and competencies specific to the role. A change agent, utilising the strong relationships built with key personnel and therefore able to implement new products and initiatives as and when required. Able to drop into operational key holder duties as and when the business requires. Passionate about fitness, administration and customer service Target focussed - to support the club with sales and retention towards achieving success for the business Revenue driven - to grow the member spend per head.
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