Customer Experience Manager

Overview

In this role you drive the customer experience and commercial performance for London venues, shaping how the concept runs and scales across sites. You own the membership experience, from onboarding to renewal, and act on data to improve retention and value. You lead operations, maintenance, and supplier relationships while collaborating with cross-functional teams to rollout new venues and formats. You’ll be the voice of members, build a community through events, and contribute to strategy and investor reporting.

Pay / Benefits

• competitive salary £45,000–£55,000+
• bonus/benefits
• office-based in London
• regular site visits

Responsibilities

• Own Arketa booking and membership system, including pricing, schedules, access, and integrations
• Manage full member lifecycle from trial to sign-up, renewal and win-back
• Track memberships, utilization, and churn; drive data-informed actions
• Develop initiatives to grow memberships and improve retention
• Manage customer communications and be the voice to members
• Run intro sessions and convert new customers into members
• Resolve queries and complaints quickly and effectively
• Build member community via events, leagues, competitions, and partnerships
• Oversee scheduled/ad hoc maintenance, software and hardware upkeep
• Own facilities management with contractors, landlords, cleaners and suppliers
• Troubleshoot customer issues on-site or remotely
• Manage stock and consumables across venues
• Support new venue openings, fit-out, kit installation, and launch readiness
• Run email and social media marketing to members and prospects
• Support Google Ads and digital campaigns and develop repeatable launch playbooks
• Represent brand locally with corporate groups, clubs and partners
• Run the tech stack (Arketa, Monday.com, Claude, churn dashboard, Squarespace)
• Develop and track KPIs; contribute to investor reporting with CEO
• Contribute to strategy for new venues, formats, pricing, and memberships
• Take on ad hoc projects as needed

Key requirements

• Experience in leisure, fitness, golf, or experiential venues
• Track record of managing customers or members (conversion, retention, problem resolution)
• Hands-on, practical with equipment and facility operations
• Organised and self-directed; able to multi-task across venues
• Excellent written and verbal communication with customers, suppliers and contractors
• Comfortable with booking/membership systems, spreadsheets, and performance data
• Direct, confident, and able to handle difficult conversations with customers or suppliers

• customer-focused
• hands-on
• organised
• Arketa
• Monday.com
• Claude

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