Customer Experience Manager

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 RoleThis 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 integrationsManage the full member lifecycle, from trial to sign-up, renewal and win-backTrack membership numbers, utilisation and churn, and act on what the data tells youDevelop and run initiatives to grow memberships, improve retention and increase member valueManage all customer communication and be the voice to the membersRun 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 suppliersTroubleshoot customer issues, remotely where possible and on site when neededManage stock and consumables across the venuesSupport new venue openings, including fit-out coordination, kit installation and launch readinessRun email and social media marketing to members and prospectsSupport Google Ads and digital campaigns, and help build repeatable playbooks for each venue launchRepresent 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 websiteDevelop and track KPIs, and contribute to regular investor reporting with the CEOContribute to strategy, including new venues, new formats, pricing and the member propositionTake on ad hoc projects as the business needsAbout YouExperience in leisure, fitness, golf or an experiential venue, such as a gym, golf club, driving range or simulator studioA track record of looking after customers or members, including converting, retaining and resolving problemsHands-on and practical, comfortable with equipment, maintenance and running a facilityOrganised and self-directed, able to manage multiple venues and priorities without daily directionExcellent written and verbal communication with customers, suppliers and contractorsComfortable with booking and membership systems, spreadsheets and performance dataDirect and confident, with no fear of a difficult conversation with a customer or supplierIf you are looking for the next step in your Leisure, Fitness or Attractions career contact David Allen on 02077902666 or email david@corecruitment.com