Customer Experience Manager

• London, Greater London
• England
• Permanent, Full-Time
• Leisure & Fitness
• 45,000 - 55,000 per Annum
• Bonus

Customer Experience Manager - Swing It, Drive It, Play It.”

Location: London (office-based, with regular site visits)
Salary: £45,000 - £55,000+ plus [bonus / benefits]

I am working with a fast-growing, technology-led entertainment brand bringing a premium, flexible pay-as-you-play experience to London. The model is built around convenience and a seamless customer journey, with customers booking, playing and paying in a few taps. They are building the foundations for a scalable multi-site brand and are looking for a Customer Experience Manager to take ownership of how it runs.

The Role

This is a broad, hands-on role for a commercially minded Customer experience Manager who enjoys building systems and making them work. You will have full responsibility for the performance of our London venue(s), with a focus on customer experience, commercial results, operational efficiency and compliance. You will work primarily from their central London office, and you will play a key part in shaping how the concept is run, improved and rolled out to future sites.

• Own the Arketa booking and membership system, including memberships, pricing, schedules, access and integrations
• Manage the full member lifecycle, from trial to sign-up, renewal and win-back
• Track membership numbers, utilisation and churn, and act on what the data tells you
• Develop and run initiatives to grow memberships, improve retention and increase member value
• Manage all customer communication and be the voice to the members
• Run intro sessions for new customers and convert them into members.
• Resolve queries and complaints quickly and well.
• Build a member community through events, leagues, competitions and partnerships.
• Manage scheduled and ad hoc maintenance, including software and hardware upkeep.
• Own facilities management, including contractors, landlords, cleaners and suppliers
• Troubleshoot customer issues, remotely where possible and on site when needed
• Manage stock and consumables across the venues
• Support new venue openings, including fit-out coordination, kit installation and launch readiness
• Run email and social media marketing to members and prospects
• Support Google Ads and digital campaigns, and help build repeatable playbooks for each venue launch
• Represent brand locally with corporate groups, societies, clubs and partners.
• Run the business tech stack, including Arketa, Monday.com, Claude, our proprietary churn dashboard and the Squarespace website
• Develop and track KPIs, and contribute to regular investor reporting with the CEO
• Contribute to strategy, including new venues, new formats, pricing and the member proposition
• Take on ad hoc projects as the business needs

About You

• Experience in leisure, fitness, golf or an experiential venue, such as a gym, golf club, driving range or simulator studio
• A track record of looking after customers or members, including converting, retaining and resolving problems
• Hands-on and practical, comfortable with equipment, maintenance and running a facility
• Organised and self-directed, able to manage multiple venues and priorities without daily direction
• Excellent written and verbal communication with customers, suppliers and contractors
• Comfortable with booking and membership systems, spreadsheets and performance data
• Direct and confident, with no fear of a difficult conversation with a customer or supplier

If you are looking for the next step in your Leisure, Fitness or Attractions career contact David Allen on [phone removed] or email [email removed]