Multi-Site Customer Experience Manager
Islington (N1 2SD) & Ealing (W5 5JY) | Permanent | Full-Time
Up to £42,000.00 per annum, depending on experience
40 hours per week
The candidate should have availability to work 5 days out of 7 across the full range of club opening hours.
As a Multi-Site Member Experience Manager, you’ll create a culture and environment where member facing teams deliver exceptional service across your clubs.
You’ll have responsibility and accountability for the delivery of all aspects of service lines along with the overall member experience. This is based around an overarching member intimacy ethos and how service lines are experienced. The role is also responsible for the commerciality and revenue across those service lines, including membership sales and retention.
As our Multi-Site Member Experience Manager, you will:
* Lead and promote a beneficiary led service, designed to support members 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 Sales, Swim, Clinical and Fitness teams.
* Manage and drive the commercial success of all key revenue generating services and member retention within the Club, including subscriptions, swim, Clinic and Personal Training, and ensuring appropriate action is taken on feedback from member satisfaction surveys and Google Reviews.
* Develop initiatives and a culture that will drive member satisfaction, future sales increase, retention levels and subsequently profitability.
* Deputise for the General Manager.
* Relevant HR, Payroll and membership administration, ensuring compliance to all company policies and legislation, and ensuring that all systems (financial and membership) are operational and effective.
Benefits
Helping you feel good.
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 fitness wellbeing 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.
Join Nuffield Health
Join Nuffield Health and create the future you want, today.
If you like what you see, why not start your application now? We consider applications as we receive them and reserve the right to close adverts early (for example, where we have received an unprecedented high volume of applications). So, it’s a good idea to apply right away to ensure you’re considered for this role.
It starts with you.
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