Membership Experience Manager - Birmingham

Membership Experience Manager - Edgbaston Priory Club, Birmingham​

Full Time / Competitive

Edgbaston Priory Club is one of the world’s most prestigious racquets and leisure clubs, offering outstanding facilities for its Members.  As host to some of the top tennis and squash tournaments we also welcome world class players and visitors to the Club.

We are looking for member-focused individual, with management experience and a 5* passion for customer service, who can work with our teams to deliver an exceptional experience for our Members on every visit to the Club. 

The Membership Experience Manager will act as a relationship manager for all new Members, ensuring they are integrated effectively into club life by the delivery of the ‘New Member Journey’.  They will work alongside senior managers to improve the retention of all Members and develop intervention strategies for Members at risk of resignation.

They will actively line manage the Reception and Creche teams and work with other departments to ensure exceptional service through the delivery of our service delivery blueprints.  They will also be responsible for managing the Club’s feedback system, ensuring issues are resolved quickly.

The Membership Experience Manager will form part of the Senior Management Team and report to the Marketing and Communications Manager.  The role will be required to work on a flexible basis, undertaking weekend work on a regular basis, to ensure consistent service at the Club.

Candidates will have exceptional customer/ member service experience, in a leisure or hospitality environment and thrive on challenges.  They will be conversant with the concepts of ‘customer journeys’ and have a proven track record of delivering and exceeding customer satisfaction targets.  They will be confident in engaging with our Members and have the necessary interpersonal skills to motivate their team and positively engage with managers and staff, to ensure the Club’s success.

The successful candidate will join a friendly team who are passionate about racquet sport, health and wellbeing, proud of our rich heritage and committed to delivering a fantastic service for our Members.  

The Club is committed to developing, celebrating and rewarding successful performance through the Personal Development programme. Staff also appreciate working in a fantastic environment and enjoy a range of benefits including free access to the Club’s facilities. 

Are you the right person for this role?

If you think you have the skills for this job and, more importantly, it excites you, please apply now. We will then contact you with more details about the role and application process.