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Customer Experience Leader
3 weeks ago
We're seeking an experienced Customer Service Manager to lead our customer service team and oversee the delivery of exceptional member experiences across our clubs.
This role offers a unique opportunity for a motivated and results-driven individual to take ownership of customer service, drive retention and satisfaction, and be part of a dynamic team in a rapidly expanding fitness brand.
You will work closely with the Reception team, providing coaching, guidance, and support to ensure consistent delivery of high-quality service standards.
Key Responsibilities- Manage customer interactions, resolving issues promptly and fairly, and maintaining a positive attitude at all times.
- Supervise and mentor the Reception team, promoting excellent communication skills, empathy, and problem-solving abilities.
- Work collaboratively with colleagues to achieve business objectives, including sales, membership growth, and customer satisfaction targets.
- Analyze data and insights to identify areas for improvement, driving continuous quality enhancements and operational efficiency.
- Maintain accurate records, manage tasks, and prioritize responsibilities effectively.
- Develop and implement strategies to improve customer engagement, loyalty, and retention.
- At least 3 years of experience in customer-facing roles, preferably in a supervisory or management position.
- Excellent verbal and written communication skills, with the ability to adapt to diverse personalities and situations.
- Strong leadership and coaching skills, with a focus on developing team members' capabilities.
- Proven track record of delivering results, meeting or exceeding targets, and driving business growth.
- Able to work independently, with minimal supervision, and as part of a high-performing team.
- Highly organized, with strong attention to detail and the ability to multitask efficiently.
- Familiarity with software systems, Microsoft Office, and other digital tools.
- Ability to maintain confidentiality, handle sensitive information, and adhere to company policies.
- Career Growth: Opportunities for professional development, training, and advancement through our Future Leaders program.
- Employee Perks:
- Free gym membership to all locations.
- Discounts on supplements, apparel, and café products.
- Access to Merse Wellness Spas at discounted rates.
- Birthday leave – have your birthday off, and receive compensation.
To submit your application, please click 'Apply Now' and attach your resume and cover letter explaining why you are a strong fit for this role and what you can bring to our team.
