We’re seeking an exceptional Regional Customer Relations Manager to elevate Customer Service performance across the East Region.
As Everyone Active continues to grow, we’re investing in dedicated leadership to match our ambition. This is a high-impact, specialist role focused on driving transformation across Customer Service and Operations. You’ll shape standards, influence regional strategy and build a service culture fit for the future, raising performance, accelerating growth and ensuring exceptional customer experience sits at the heart of everything we do.
The Opportunity
You’ll provide strategic and operational leadership to the Customer Service function across multiple sites, ensuring consistent delivery of high standards, improved enquiry management, and measurable performance against regional KPIs. This is a hands-on role for someone who thrives on accountability, continuous improvement and creating a customer-first culture.
We’re looking for someone who:
- Has proven experience leading multi-site Customer Service teams
- Deliver transformational change in a complex setting
- Identifies up-selling opportunities and equips teams with the skills to convert them
- Can create a clear, organised daily rigour to achieve outcomes
- Drives performance against KPIs and delivers measurable improvements
- Leads and embeds digital transformation initiatives across operational teams
- Develops and implements clear 12-month business and training plans
- Builds strong partnerships with Sales, Retail and Operational colleagues
- Improves enquiry response times and enhances member experience
- Ensures process consistency and compliance across all sites
- Is collaborative, commercially aware and results-focused
- Can translate complex data into clear strategic action
- Operates with exceptional attention to detail
- Coaches teams to high performance through positive influence.
- Meets mystery shopper KPIs and coaches sites to elevate customer experience
- Has a full, clean UK driving licence
You’ll need strong Microsoft Office skills, a good understanding of social media platforms, a flexible approach, and the ability to travel extensively across the region (including overnight stays). The role includes evening, weekend and public holiday work.
What you’ll get
- Competitive salary
- Clear development and progression opportunities
- A vibrant, supportive and energetic working environment
- Free membership for you and your family across 200+ centres
Pay: £35,000.00-£45,000.00 per year
Work Location: Hybrid remote in Hinckley LE10 3EY
