Customer Support

Customer Support

Permanent | Full Time | Hybrid

About Les Mills

Since 1968, Les Mills has been on a mission to create a fitter planet. Our innovative group fitness programs inspire over five million people every week across 100 countries. Guided by our values—Be Brave, Change the World, and United—we are passionate about delivering life‑changing fitness experiences.

The Role

The role will provide full customer success support: including customer services, customer journeys and partnership growth.

What You’ll Do

B2B customers retention and growth

• 100% of all new customers onboarded
• 3 instructors per programme per club
• All partner stakeholders on Salesforce
• 100% partners on Les Mills Connect
• Onboarding all new customers and programmes
• Partnership reviews focused around customer improvement & life time value
• New Business – research, qualification and appointment setting
• Approaching all customer interactions with healthy conversations a growth mindset
• Being the voice of our customer and using insight to guide customer‑lead business decisions
• Administering all cases from internal and external teams
• Continuous improvement in ways of working to ensure effectiveness and quality service
• Maintain an up to date knowledge providing an exceptional customer experience internally and externally

Accurate record and database management

• Ensure all records in Salesforce are accurately and pro‑actively maintained and managed
• Keep accurate records of all activity history across all customer types (calls, live chat, emails, meetings, events, support provided)
• Record all opportunities and support with pipeline management
• Process all programme amendments with 100% accuracy (new clubs, programme additions, swaps, cancellations, bundles, billing amounts)
• Ensure all administration is completed with 100% accuracy
• Use data and reporting to provide insights for customer engagement

Leadership

• Adopts a growth mindset that drives growth and collective teamwork
• Always on approach to team engagement and commitment to LMI purpose, brand, values and strategies
• Collaborate across multiple teams to ensure best possible outcomes through an agile approach
• Embraces continuous learning to improve performance and help identify opportunities for continual improvement
• Champion change, modelling a positive and professional approach encouraging agility
• Exhibit autonomy, mastery and purpose and achieve results
• Responds to mistakes in a way that encourages learning, and growth across the team

What You’ll Bring

• Demonstrate customer focus with excellent relationship building skills
• Excellent written and verbal communication skills
• Analytical and proficient in Excel with demonstrable data reporting skills
• Ability to manage competing priorities and to approach workload with agility
• Excellent organisational skills with high attention to detail
• Fast‑paced and results‑driven
• High level of capability to understand systems and processes for accurate data input
• Agile, flexible approach to problem solving
• Industry knowledge and passion for wellbeing. Industry experience desirable.
• Ability to adapt style to work with key‑stakeholders
• Pro‑active and willing with a growth mindset

Personal Attributes

We love people who are:

• ✅ Drive – Our best people are passionate about our purpose to make people fall in love with fitness. They are motivated, they take action, and don’t let setbacks get them down. They are strong and resilient.
• ✅ Curiosity – is what fuels our drive to be the best we can be. To be interested in the world around us, to ask what’s possible, challenge the status quo and look for ways to learn, innovate and improve ourselves, Les Mills and the experiences we deliver to our customers.
• ✅ Insight – Our best people are constantly thinking, discovering, reflecting and putting all that into the context of our business. They understand themselves; they know their customers intimately and they get how business works. They look at the big picture, get to the root of problems and they prioritise the important stuff.
• ✅ Courage – Every accomplishment starts with the decision to try. We are brave enough to back ourselves, to go for it and are not afraid to fail. We take calculated risks. We always aim to do the right thing when others may take the easy road. We are honest, open and decisive.
• ✅ Impact – Our great people deliver great results. They communicate clearly and often; lead by example and influence others to be the best they can be. Their success is defined not just in the growth we achieve financially but in enhancing the people around them, the experience our customers have and our vision of creating a fitter planet.

Why Join Us?

You’ll be part of a passionate, purpose‑driven team that’s changing lives through fitness. We embrace an agile, collaborative way of working where your ideas and contributions are valued.

Ready to Apply?

If you’re excited to make a positive impact and help us inspire millions more to fall in love with fitness, we’d love to hear from you.

Apply today and help us create a fitter planet!

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