Exceptional Member Experience Specialist

2 days ago

Brisbane, Queensland, Australia beBeeCareer Full time
Member Experience Manager

The ideal candidate will be a passionate and results-driven leader with a commitment to delivering exceptional member experiences.

  • Lead the team to create a consistent 5-star member experience throughout the club.
  • Utilise key data to personalise the member experience.
  • Interact with every member at every touch point with purpose and care.
  • Provide instant feedback to team members who do not offer exceptional service.
  • Take accountability for brand standards, focusing on cleanliness, vibe, and operational standards.
  • Plan and action 'call drives' to reach out to priority member groups.
  • Maintain regular communication with new starters, at-risk members, and those who have booked onboarding sessions.
Key ResponsibilitiesMember Retention:
  • Manage and optimise all attrition tools, coaching, and delivering throughout the wider team.
  • Ensure professional management of member feedback.
Team Training And Development:
  • Provide comprehensive training to the team to deliver exceptional service.
  • Ensure team adherence to company policies and procedures.
Retail Management:
  • Manage and position retail and stock in line with business plans.
Duty Management:
  • Ensure a great welcome to every member at every opportunity.
  • Provide an excellent joiner experience and tour for every guest.
  • Steer members to group exercise (GX) classes and book 1-1 sessions.
  • Maintain high standards of cleanliness and hygiene in the club.
  • Lead on the safety of the club, ensuring compliance with regulations.
  • Ensure all staff are clear on their responsibilities and tasks per shift.
  • Deliver duty management with 100% consistency, including opening/closing duties and compliance.
What's In It For You
  • Bonus Scheme: A competitive bonus structure based on performance and individual KPIs.
  • Benefit Portal: Access to a comprehensive benefits portal offering significant discounts on various products and services.
  • Health and Wellness: Complimentary gym membership and discounts for family members.
  • Professional Development: Opportunities for ongoing professional development and career advancement.

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