Join to apply for the Multi Site Customer Experience Manager role at Nuffield Health.
Location: Leatherhead | Role: Management | Employment: Permanent | Full Time | Hours: 40 hours per week | Salary: Up to £37,500 per annum.
Nuffield Health is Britain’s largest health‑care charity. If you’re passionate about creating success and driven to continually improve the working environment for the good of others, there’s nowhere better to be. So, why not bring your expertise to our Fitness & Wellbeing Club and help us build a healthier nation?
As a Multi‑Site Customer Experience Manager, you’ll create a culture and environment where customer‑facing teams deliver exceptional service and referrals across service lines to hospitals, clinical services, and other wellbeing centres as part of a holistic health‑care journey. You will be responsible for the delivery of all aspects of service lines and for the overall beneficiary experience, with accountability for the commerciality and revenue across those service lines, including membership sales and retention.
Key Responsibilities
* Drive Membership Sales across two health clubs.
* Manage and drive the commercial success of all key revenue‑generating services and member retention within the centre, including subscriptions, swim, food and beverage, retail, creche/nursery, junior programming, and ensuring appropriate action is taken on feedback from member satisfaction surveys.
* Lead and promote a beneficiary‑led service, designed to support customers at whatever point they are at in their health journey.
* Manage the complaints process to agreed SLAs, monitoring trends and taking action to reduce the number.
* Effectively manage concierge / front‑of‑house and fitness teams, and the food & beverage service.
* Develop initiatives and a culture that will drive customer satisfaction, future sales increase, retention levels and subsequently profitability.
* Deputise for the General Manager.
* Relevant HR, payroll and membership administration, ensuring compliance with all company policies and legislation, and ensuring that all systems (financial and membership) are operational and effective.
Benefits
We want you to love coming to work, feeling healthy, happy and valued. That’s why we’ve developed a benefits package with you in mind. Here, you can choose from a range of fitness, lifestyle, health and wellness rewards, such as free gym membership, health assessments, retail discounts and pension options. At Nuffield Health, we take care of what’s important to you.
We consider applications as we receive them and reserve the right to close adverts early. So it’s a good idea to apply right away to ensure you’re considered for this role.
Other Details
* Seniority level: Mid‑Senior level
* Employment type: Full‑time
* Job function: Other
* Industries: Wellness and Fitness Services
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