Member Relations Manager

BOXPARK; Cardiff; On-site; GBP 30,000 - GBP 40,000; Full time

Job summary

A leading leisure organization in Cardiff is seeking a Member Relations Manager to enhance member experiences and engagement. Responsibilities include managing member inquiries, planning social events, and boosting the club's online presence. The ideal candidate should have a passion for fitness, experience in leisure operations, and a commitment to customer excellence. This position offers competitive benefits, including a complimentary leisure membership and flexible working hours.

Benefits

Complimentary leisure club membership

Employee discounts on stays

50% discount on food and drink

Well-being and healthcare benefits

Flexible working hours

Training and development opportunities

Monthly well-being programme

Qualifications

• Passion for leisure and fitness.
• Experience in leisure operations.
• Ability to deliver high-quality member experiences.

Responsibilities

• Face of the club, handling member requests and inquiries.
• Plan and host member social events.
• Promote club's online presence.
• Work collaboratively with management.

Skills

Attention to detail

Knowledge of leisure operations

Motivational skills

Customer service excellence

Job description

Member Relations Manager

Awesome people are crucial to making our awesome clubs run smoothly. Working alongside the Leisure Club Manager, it’s your job to keep both our members happy, through efficient process and a dedication to customer excellence.

Hours

• 45 Hours / Week, flexing around business needs.

Salary & Incentives

• To be discussed, competitive.
• £2.5k annually, focused on member net promoter scoring & member retention levels.

Roles & Responsibilities

• Member/customer facing role, becoming one of the key faces of the club.
• Dealing with member/customer requests/questions (in person/email/phone). Including the following:
  • Responding to Net Promoter Score surveys.
  • Membership Administration Support.
  • New Member Journey Support
  • Google & Social Media Reviews
• Working closely with the Group Fitness Manager to arrange events such as Fitness Events, Class Launches, Member Appreciation weeks, etc.
• Taking a proactive approach to member retention of members who are considering cancelling or their membership renewals is due.
• Supporting members who have reduced their visit frequency to the club to get back on track.
• Planning and attending/hosting a calendar of Member Social Events, for example, coffee morning, party nights.
• Supporting other customer facing roles such as the Front of House in peak operating times.
• Driving the clubs online presence through the promotion of classes and building excitement around forthcoming events.
• Support the rest of the Club Management team by being a key manager within the department.
• Organise Village Green initiatives / be the charitable event champion within the club.
• Support in delivering the Brand services standards
• Social media champion for the club, supporting marketing/promotion with local content creation. For example:
  • Capturing shots and footage of member events
  • Encouraging members to provide video testimonials and good new stories
  • Shots of new kit, studios and club investment.
  • Building connections with potential brand ambassadors for the club
  • Encouraging members to follow our brand channels and leave positive reviews / share successes

Benefits

• Complimentary full leisure club membership for you and a family member or friend worth £1500 annually.
• Employee Discount on overnight stays at Village Hotels starting from £35 based on 2 sharing
• 50% discount on Food and Drink purchased on or off shift at any Village Hotel
• Exciting training platform with gamified learning
• Discounts and cashback offers on many High Street Brands
• A range of Well-being and Healthcare benefits
• Financial wellbeing support via Salary Finance
• Employee Assistance Programme
• Flexible working hours
• A fun, supportive and inclusive work environment with loads of Development opportunities
• Regular team events with our BIG People days monthly
• Excellent Reward and Recognition Incentive schemes
• Monthly well-being programme for all employees to support your mental health
• Anniversary rewards for key milestones of service
• Holiday Purchase scheme
• Birthday day off
• Electric car salary sacrifice scheme

Requirements

• Own it
• A passion for leisure and fitness
• Good knowledge and experience of leisure operations
• Attention to detail and a drive to ensure that the highest levels of member experience are consistently delivered
• Motivational and passionate about developing others

**Please note - All offers are subject to a successful DBS check in this role**

Come and be part of something new & something special - Work, Grow & Play the Village Way!