Job Title

2 days ago Be among the first 25 applicants Direct message the job poster from Total Fitness Recruitment On-Boarding Lead at Total FitnessPurpose Lead a team whose efforts achieve the growth of the number of paying and engaged/visiting members. Your team achieve this by joining and establishing new memberships, re-engaging lapsed ones, and creating better engagement and visitation through uptake of additional products/services. You know that you and your team are successful when our members are too – when our gym feels like their gym however long that takes. As a Member Success Manager you’ll lead a team to become experts in customer independence through sales. High Level Responsibilities Attract, recruit and retain a diverse team who are committed to supporting new joiners from their start point. Ensure those team members have the required product knowledge and expertise to best serve new members. Create a culture of team-ship and performance-delivery within the team through regular, structured and documented check-ins. Team development – commit to the development of those team members in role and beyond. Work collaboratively with other department Heads within the club, with the objective of creating member success from the start point. Share and learn best practise from across the group including attendance in group-wide calls, meetings and development sessions. Customer Ensure new members are served appropriately by you and your team, recognising that all customers have individual service needs that need understanding. Service new member enquiries – inviting or welcoming them into the club and providing all of the necessary support they need. You will do this directly or through your team. Support your team to ensure they are doing everything possible to validate a new joiner’s decision and facilitate their joining experience without complexity. Ensure a first visit focus within your team and across other team members. It’s your responsibility to ensure that new members have a great first visit that sets the tone for a successful membership. Encourage new joiners to establish a routine of regular visitation through commitment to products/services, creating excitement or removing barriers. It’s your responsibility to ensure the highest possible proportion of new members are Weekly Active Users (WAU) by 90 days. Be the custodian of new member NPS and commit to using that insight to continuously improve the new member experience at your club. Champion our member success/service principles in your club. Performance As Member Success Manager you and your team are responsible for the overall delivery of the monthly new joiner target across any and all of the relevant memberships be they health club, swim, or women’s gym for example. You are responsible for the overall quality, management and maintenance of the club new customer database. You and your team are responsible for ensuring the highest possible proportion of those new members convert to WAU within 90 days of membership. You will do this by ensuring the best possible first visit be it supported directly or from the wings, and encouraging the right level of additional product adoption, recognising that this generates commitment and visitation. You and your team are responsible for new member NPS in relation to the joining and first visit experience. Compliance You are responsible for ensuring members join on the right membership for them, in the right way with all joining obligations correctly fulfilled. You are responsible for ensuring the integrity of performance reporting in relation to member success. What you'll give Experience Previous experience in sales or customer service Previous experience of managing a team (1 year, essential) -Up to £31,000 base salary -Free membership for you and a loved one plus 2 discounted memberships for family members or friends after passing probation. -28 days holiday including public/bank holidays (pro-rata for part-time employees). Annual leave increasing with length of service up to 5 additional days (pro-rata for part-time employees). -Discount on retail and cafe products. -Access to an Employee Assistance Program. Seniority levelSeniority level Mid-Senior level Employment typeEmployment type Full-time Industries Health, Wellness & Fitness Referrals increase your chances of interviewing at Total Fitness by 2x Get notified about new Manager jobs inWakefield, England, United Kingdom . 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