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Member Experience Manager - Denton

Everlast Fitness Club
UK - England/North West - Greater Manchester
Closing date
21 Jun 2021

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 Reporting to General Manager

Job Purpose

  • To engage with all members and guests in our club, highlighting the USP over a none staffed operator.
  • To maximise every member + guest’s experience in our club.
  • To anticipate all our members and guest’s needs, and signpost them to facilities and products most suited to them.
  • 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 upskill 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.
  • To manage member expectation.
  • To ensure the hygiene standards of the club are industry leading, making sure the GA’s feel like a vital part of the team.

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
  • An excellent communicator with staff on site and regional and head office support teams.
  • Flexible – to work shifts to suit the needs of the business, and to take on additional duties where required to support your team members.
  • 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.

To act

  • With confidence and desire to communicate positively with club members.
  • With a professional and positive manner always.
  • Leading by example with your capabilities and behaviours.
  • With enthusiasm, energy and a positive outlook.
  • With passion for your role, the fitness product and the company.
  • With resilience and tenacity, to be able to change the approach and never give in.
  • With courage, taking complete ownership and accountability of all set KPI’s.
  • Be an influencer over key personnel to ensure they are all heading on the same path.

Main Duties /Resposibilities

Front of House Excellence

  • To make a positive interaction takes place with every member and guest as soon as they enter the facility.
  • To ensure the correct products and services are recommended to every member.
  • To take full ownership of both yourself and your teams training and development to understand all our products and services.
  •  To take full ownership of all KPI’s set for you and your team.
  • To manage the GA’s and member experience hosts ensuring that the company’s standards and expectations are being met.

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
  • .Ensure that you and your team have experienced the products and services on offer.

Operational Standards

  • Ensure the cleanliness of the Facilities are always above expectation by taking an active role in the upkeep of the club, with support from the full team.
  • Ensure all POS is up to date around the club with all the latest information available for members.
  • Complete key holder duties including basic pool plant duties.


  • 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.
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