Overview
Join to apply for the Multi-Site Customer Experience Manager role at Nuffield Health.
Location: Islington (N1 2SD) & Ealing (W5 5JY) • Permanent • Full-Time
Salary: Up To £42,000.00 Per Annum, Depending On Experience
Hours: 40 hours per week; you should have availability to work 5 days out of 7 across the full range of club opening hours.
Role
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.
Responsibilities
* 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.
* Handle HR, payroll and membership administration, ensuring compliance with company policies and legislation, and ensuring that all systems (financial and membership) are operational and effective.
Qualifications/Experience
* Experience leading cross-club customer experience initiatives or equivalent management experience in a service-based environment.
Benefits
We offer a benefits package including free gym membership, health assessments, retail discounts and pension options. We take care of what’s important to you.
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