Member Experience Manager / Duty Manager - Wigan
Purpose - What is my job?
As the Member Experience Manager, my role is all about delivering a consistent 5-star member experience with a specific focus on the utilisation and optimisation of company tools to support members to achieve their goals. I am responsible for enhancing a member's experience throughout their journey and prioritising their goals, which may lead to improved member retention. My objective is to retain every member.
I also understand that as a Duty Manager, I will be responsible for operational standards, health & safety, and the commercial performance of the club in the absence of the General Manager and other HODs.
Responsibilities- What do I do?
- Lead the team to create a consistent 5-star member experience throughout the club.
- Utilise key data to bring the dashboard information to life to create a personalised experience for all.
- Take every opportunity to interact with every member at every touch point with purpose and care.
- Provide instant feedback for team members who are not offering an exceptional service.
- Take accountability of Brand Standards document with a specific focus on cleanliness, vibe and operational standards, always be visible.
- Create, plan and action 'call drives' to reach out to priority member groups.
- Maintain regular communication with new starters, at risk members, CSAT feedback and members who have booked an onboarding session.
- Take accountability of the management, utilisation and optimisation of all attrition tools, including coaching and delivering throughout the wider team.
- Provide comprehensive team training to deliver exceptional service.
- Ensure professional management of member feedback.
- Manage and position retail and stock in line with the business 'Stock Planogram' sheet.
- Always comply with company policies and procedures.
Duty management- I am responsible for this as a Duty Manager
- Member welcome - A great welcome to every member at every opportunity, kept to a consistent high standard.
- New prospect service - We give a great joiner experience and tour every time to every guest.
- Fitness proposition - We aim to steer members to fitness classes and book 1-1 sessions.
- Member experience - We create a great vibe, and we are visible to our members with purpose and care
- Overall club standards including cleanliness and hygiene - every member deserves a spotless club.
- Compliance - Leading on the safety of the club.
- Team structure - All staff are clear on their responsibilities and tasks per shift.
- Ensure all HOD's deliver duty management with 100% consistency, for every trading moment.
- Duty Manager conduct - Opening/ closing duties/ Compliance of all team members/ Service through front desk to all fitness proposition touchpoints, maximised new joiner performance and member exit excellence.
Suggested Shift Patterns - a blend of morning and evening shifts
Company Values - PPECC
Passion:
We are passionate about health and fitness and its transformative effect on our lives. We bring enthusiasm, energy, fun and dedication to everything we do, inspiring others to discover their own passion for health and fitness
Personalisation:
We recognise that everyone's health and fitness journeys are unique, and we tailor our services and support to meet individual needs and preferences. We provide personalised guidance, programming, and encouragement to help every member thrive.
Excellence:
We pursue excellence in everything we do; service, safety, facilities, cleanliness, maintenance, repair, classes and employees.
Community:
We foster a sense of belonging, camaraderie, fun and support among our members and staff to build strong communities that support one another in progressing their lives through health and fitness at its core.
Collaboration:
We adopt collaboration and teamwork among our staff, members, and partners, recognising that we are stronger together. We encourage open communication, cooperation, and mutual support to achieve shared goals and success.
The ideal candidate must have a minimum of 2 years experience in the leisure industry and hold Health and Fitness qualifications , level 2 and level 3.
