- To maximise every member & guest's experience in our club.
- 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 up-skill 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.
- 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
- 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.
- 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
- 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.
- Think without limits - Think fast, think fearlessly and take the team with you
- Own itand back yourself - own the basics, own your role and own the results
- Be relevant - Relevant to our people, our partners and the planet
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Member Experience Manager - Stoke-on-Trent, United Kingdom - Everlast Gyms
Description
Job DescriptionJob Purpose
Fitness Product
Commercial
Need to be
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