Customer Experience Manager - London

Customer Experience Manager - East Croydon

Salary: Up to £35,000 plus bonus

Location: East Croydon with 1 or 2 days a week at our contact centre in Haywards Heath

Come and work with us

The Gym Group is the fastest growing low-cost gym operator in the UK and are proud to have scooped loads of awards in a very short time.

Our vision is to provide affordable access to exercise facilities and expert help to every person who wants to improve their wellbeing, whatever their starting point, whatever their destination.

The Gym’s unique 24/7, no contract, low-price offer is a compelling proposition that is transforming the UK health and fitness sector.

Have you got what it takes?

We’re currently on the lookout for a one of a kind, a real bright spark to become the new Member Service Manager.

Reporting to the Head of Customer Marketing, the Member Service Manager will lead the development and execution of all Member Service activity and is responsible for multiple business critical KPI’s.

Member service and experience is a key focus for the business so it’s an exciting time to join The Gym Group. Our goal is simple…to create an exceptional experience for all our members.

We’re building a best in class marketing team that will take strategic and operational ownership of member retention, ensuring our data is fully utilised to build stronger relationships with our customers and create great experiences that support their exercise goals and ultimately improves business critical KPI's.

As the key member of the team, you will work very closely with several supporting outsourced agencies as well as our network of Regional Gym Managers within our Operations team.

The Member Service Manager will need to influence and advise multiple 3rd party service providers spanning contact centres, feedback forums and customer satisfaction (C-Sat).

The ultimate responsibility of the role is to deliver YoY improvements to our member retention. This will be achieved by delivering material improvements to member service SLAs.

What do you need to be our new Member Services hero?

• 5 years’ client or agency experience working in member or customer management
• Experience managing a high volume external call centre (in and outbound calls)
• A strong understand of using social media channels for customer service
• A strong commercial acumen and understanding of on & offline SLA’S & how to positively impact these KPI’s
• A very high level of analytical skills and data-manipulation
• Exceptional multi-agency account & stakeholder management skills
• Ideally educated to degree level or equivalent
• ‘Think like a consumer’ attitude and outlook!

Why join the Gym Group!

• Lots of flexibility and freedom to do what you do best!
• Free Gym membership for you and one other
• 100s of lovely discounts on big brands
• Pension scheme
• 25 days holiday plus bank holidays
• Cycle to work scheme
• Childcare vouchers
• Season ticket loans

Find your fit at The Gym

Not to blow our own trumpet too much, but The Gym is a pretty great place to work.

We believe in planting seeds and letting them grow. So, when you work with us, you’ll be part of a rapidly expanding family of passionate fitness lovers on a fantastic journey within the health and fitness industry.

We want you to the happiest, and most successful you can be. That’s why we offer loads of opportunity for career development, alongside exclusive and excellent bonuses for outstanding performance.

Don’t just take our word for it. We’ve been voted one of the ‘Best Small Companies to Work for’ by The Times and have been accredited the Investors in People Gold Award in recognition of our devotion to our staff.

Simply put, we walk the walk and talk the talk. If you do the same, we’d love to welcome you on board.

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