Job Description

As the Customer Success Manager, you will be responsible for delivering an exceptional end to end experience for all members, from initial enquiry through their entire membership journey.

You will lead the Customer Success team which includes Customer Success Team Co-ordinator, Administrators and a Membership and Sales Lead. You will implement strategic touchpoints, and drive initiatives that embody member satisfaction, retention, and community engagement.

Your leadership will ensure that every member feels valued, supported and motivated to remain part of our well-being community.

Personal Qualities

Passion for physical activity: Enthusiastic about exercise, wellness, and the benefits of an active lifestyle. People-Centric: Exceptional interpersonal skills, with the ability to build positive relationships with internal and external customers. Innovative & Commercially Minded: Motivated to maximise revenue through creative product development and market segmentation. Change Management: Adaptable, with experience in managing change and responding to evolving market trends. Analytical: Strong data analysis skills, with the ability to translate insights into actionable strategies. Leadership: Proven ability to inspire, motivate, and develop a high-performing team.

Relevant Experience

Essential

Experience of managing a CRM system and digital engagement tools Proven experience of delivering exceptional customer engagement and retention initiatives.
Desirable

Excellent communication and interpersonal skills, with the ability to convey complex information clearly to both customers and internal stakeholders. Strong problem solving abilities and a proactive, positive approach to customer challenges. Data analysis skills to interpret customer metrics and drive data driven decisions. Experience in a customer facing role, ideally in customer success, account management, or support. Organisational and time management skills to work on multiple accounts and projects simultaneously. Ability to work collaboratively in a team based environment and across departments. Strategic thinking with the ability to execute tactically in a fast paced setting. Track record of delivering successful retention and engagement initiatives.

Skills and qualifications

Essential

Previous experience in customer success, account management, shared services, or contact centre role, preferably within the fitness, health club, or leisure industry. Experience or familiarity with health club management software or similar platforms used in the industry. Demonstrated ability to deliver training, onboarding, and ongoing support to customers or members. Experience in managing customer relationships with a focus on retention, upselling, and revenue growth.
Job Types: Full-time, Permanent

Pay: 39,837.00 per year

Benefits:

Cycle to work scheme Free parking Gym membership
Work Location: In person