Member Experience Manager - National
Up to £75k plus bonus
London/Hybrid
Our client is seeking a Member Experience Manager to lead and elevate the in-club experience, driving member growth, engagement, and retention. This role is central to delivering a consistent, high-quality member journey and ensuring club teams bring the brand promise to life.
The Role
You will own the end-to-end in-club member experience—from first visit through to long-term retention—ensuring service standards, staff capability, and product adoption deliver meaningful member outcomes.
Working cross-functionally with Marketing, Operations, Learning & Development, and Franchise teams (both locally and internationally), you will embed best practices and drive consistency across the network.
Key Responsibilities
Lead Member Experience
- Own all in-club touchpoints from tour through to retention
- Improve tour quality, conversion, onboarding, and cancellation-to-save performance
- Deliver a best-in-class member induction and onboarding experience
- Identify and resolve experience gaps impacting satisfaction and retention
Drive Product Adoption (Training, Nutrition, Recovery)
- Lead rollout and adoption of approved in-club products and services
- Support new product launches and pilots
- Train teams to confidently deliver and promote products
- Track performance and recommend wider rollouts
Develop Service Standards & Playbooks
- Create and embed scalable playbooks across key member journeys
- Ensure consistency across clubs and alignment with global best practice
- Continuously refine standards based on data and feedback
Training & Capability Building
- Design and deliver engaging training programmes for club teams
- Improve staff capability in service delivery, equipment knowledge, and member engagement
- Implement onboarding, certification, and ongoing development frameworks
Support Club Openings & Remodels
- Partner with presale teams to maximise conversion and member experience
- Upskill teams to achieve presale and resale targets
Champion a Member-First Culture
- Coach and support club teams through in-club visits
- Embed a culture focused on member outcomes and meaningful interactions
- Align internal teams to deliver a seamless member experience
Use Data & Insights
- Monitor member feedback (OSAT) and identify trends
- Translate insights into actionable improvements
- Report on performance and recommend strategic actions
Key Success Measures
- Increased member growth and retention
- Improved tour conversion and onboarding adoption
- Higher product utilisation rates
- Increased member satisfaction (OSAT)
About You
- Strong experience in customer experience, operations, or multi-site environments
- Excellent communication, training, and stakeholder management skills
- Data-driven with the ability to turn insights into action
- Hands‑on, collaborative, and highly organised
- Passionate about delivering exceptional customer experiences
- Willingness to travel (UK and internationally)
Only applicants meeting the strict criteria outlined above will be contacted as part of the shortlisting process.
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