Member Experience Manager

Member Experience Manager - National

Circa £65k plus bonus

London/Hybrid

Our client is seeking a Member Experience Manager to lead and elevate the in-club experience, driving member growth, engagement, and retention. This role is central to delivering a consistent, high-quality member journey and ensuring club teams bring the brand promise to life.

The Role

You will own the end-to-end in-club member experience-from first visit through to long-term retention-ensuring service standards, staff capability, and product adoption deliver meaningful member outcomes.

Working cross-functionally with Marketing, Operations, Learning & Development, and Franchise teams (both locally and internationally), you will embed best practices and drive consistency across the network.

Key Responsibilities

• Own all in-club touchpoints from tour through to retention
• Improve tour quality, conversion, onboarding, and cancellation-to-save performance
• Deliver a best-in-class member induction and onboarding experience
• Identify and resolve experience gaps impacting satisfaction and retention

Drive Product Adoption (Training, Nutrition, Recovery)

• Lead rollout and adoption of approved in-club products and services
• Support new product launches and pilots
• Train teams to confidently deliver and promote products
• Track performance and recommend wider rollouts

Develop Service Standards & Playbooks

• Create and embed scalable playbooks across key member journeys
• Ensure consistency across clubs and alignment with global best practice
• Continuously refine standards based on data and feedback

Training & Capability Building

• Design and deliver engaging training programmes for club teams
• Improve staff capability in service delivery, equipment knowledge, and member engagement
• Implement onboarding, certification, and ongoing development frameworks

Support Club Openings & Remodels

• Partner with presale teams to maximise conversion and member experience
• Upskill teams to achieve presale and resale targets

Champion a Member-First Culture

• Coach and support club teams through in-club visits
• Embed a culture focused on member outcomes and meaningful interactions
• Align internal teams to deliver a seamless member experience

Use Data & Insights

• Monitor member feedback (OSAT) and identify trends
• Translate insights into actionable improvements
• Report on performance and recommend strategic actions

Key Success Measures

• Increased member growth and retention
• Improved tour conversion and onboarding adoption
• Higher product utilisation rates
• Increased member satisfaction (OSAT)

About You

• Strong experience in customer experience, operations, or multi-site environments
• Excellent communication, training, and stakeholder management skills
• Data-driven with the ability to turn insights into action
• Hands-on, collaborative, and highly organised
• Passionate about delivering exceptional customer experiences
• Willingness to travel (UK and internationally)