Join one of the UK’s leading health and fitness clubs and help inspire our members to live healthier, happier lives. At Total Fitness, we’re on a mission to get everyone fitter and feeling better, whatever that means to them - and we’d love your help to make that happen.
As a bold, brave business, we encourage people to find their own way, in fitness and beyond and every single role we have contributes. We’re a place with contagious courage that makes people believe they can do more and be better.
We’re really proud of our culture, we put our people first, always. Our promise to our team is that “more is possible”. Whether that is moving up the career ladder, delivering your first spin class, or making incredible friendships.
Total Fitness is a space to be you. Your character, what makes you an individual, that’s what we want you to bring to work with you every day.
Role Purpose:
As a Club Experience Manager, you are responsible for delivering an exceptional member experience by upholding the highest standards of cleanliness, health and safety, and customer satisfaction. You ensure the club environment is safe, welcoming, and consistently well maintained, creating a positive and engaging experience for every member on every visit.
Benefits whilst employed at Total Fitness:
- 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).
- Workplace Pension Scheme, with a Death in Service benefit.
- Discount on retail and café products.
- Access to an Employee Assistance Program.
- Training and development opportunities that will enable you to advance as far as your talent and determination will take you.
- Plenty of social activities and events.
Key Responsibilities:
People
- Recruit, train and develop your team, supporting wider club needs
- Lead performance and be a visible, reliable point of contact for all departments.
- Work closely with the HR Business Partner to ensure team members are well-managed and supported.
- Assist the General Manager with holiday planning, sickness management and maintaining cover.
- Ensure all attendance procedures and training records are completed correctly.
Safety & Compliance
- Act as the club’s Health & Safety Officer and maintain full compliance with audits and visits.
- Complete all operational and H&S checks to the required standards.
- Manage contractors to deliver high-quality work in line with SLAs.
Member Experience
- Maintain a clean, safe, well-presented club environment at all times.
- Ensure team members uphold club rules for safety and enjoyment.
- Drive member satisfaction through strong operations and people leadership.
- Carry out regular walk-throughs to check standards.
- Support the General Manager with member feedback and ensure timely responses.
- Support and improve the member success process.
- Lead operational excellence during duty management shifts.
Commercial
- Be accountable for the Member Experience function’s performance.
- Support the General Manager to drive club commercial results.
- Act as the General Manager when required.
Ideal Skills for the Role:
- Authentic leadership that motivates and empowers teams.
- Consistent effort and your own personal style.
- A commitment to personal growth.
- Openness to change and the ability to deliver improvements that last.
- Awareness of operational costs and ideas to improve efficiency.
- A strong service mindset and focus on getting things done.
Please note that this role is subject to a DBS check. If you do not currently hold a valid DBS certificate and your application is successful, Total Fitness will cover the cost.
If you think you can make a huge difference to our members experience, and have the passion to deliver, don't waste any time and click apply now!
Job Types: Full-time, Permanent
Pay: £34,000.00 per year
Ability to commute/relocate:
- Thornaby on Tees TS17 7BN: reliably commute or plan to relocate before starting work (required)
Application question(s):
- How many years experience in the fitness or leisure industry do you have?
Experience:
- People Management : 5 years (preferred)
Work Location: In person
