Member Experience Manager

Member Experience Manager - National

£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)

Your recruiter for this role is Cam Bridger, Account Director at Love Recruitment and can be contacted simply by applying for this role below. Love Recruitment are a fitness recruitment agency, specialising in hundreds of fitness jobs like these. Cam is a health and fitness recruitment specialist for the whole fitness sector and if keen to considered please ‘apply now’.

We are here to support recruitment in the fitness industry and have produced videos on CV writing, interview preparation, guides to fitness jobs and many more that can be seen on our blogs or on our YouTube channel, click on a couple of examples below to check them out.

Only applicants meeting the strict criteria outlined above will be contacted as part of the shortlisting process.

Videos

CV Writing - https://youtu.be/9CWgVTOjIb0

Interview Preparation - https://youtu.be/A4ROFccAkZc

Find many more at - https://www.youtube.com/channel/UCTNe7cM-amgJSXJfCY6jS8Q/videos

Blogs

Interview Prep - https://www.loverecruitmentgroup.com/blog/posts/21131-the-definitive-guide-to-an-interview-in-the-fitness-industry-for-your-dream-health-and-fitness-job

Why Work in Fitness - https://www.loverecruitmentgroup.com/blog/posts/19855-why-work-in-fitness-the-definitive-guide