Member Experience Manager

Member Experience ManagerInner Flow · Barcelona · On-siteAt Inner Flow, we bring together training, recovery and wellbeing in a space designed to make looking after yourself something you genuinely enjoy.We are looking for a Member Experience Manager to lead our Front Desk and Sales teams, manage the relationship with our strategic retail partner, and help shape the next stage of Inner Flow.Reporting directly to the CEO, you will take ownership of the member journey—from the first enquiry to long-term loyalty—combining exceptional service with proactive commercial development and rigorous management of memberships, billing and payments.We are looking for someone who builds relationships naturally, leads by example and brings an open mind, sound judgement and the initiative to make things happen.Your missionMake every stage of the relationship with Inner Flow feel personal, seamless and well managed. Lead your teams to deliver excellent service, strengthen retention and drive growth, supported by reliable processes and careful management of memberships and revenue.You will work closely with our Marketing, Product and Spa / Holistic Therapies managers to connect the different parts of the Inner Flow experience.Your responsibilitiesMember experience & retentionBuild relationships with our members and maintain an active, visible presence throughout the Studio.Improve the welcome, onboarding and ongoing support we provide to members.Gather feedback, identify signs of dissatisfaction or disengagement, and take action before they lead to cancellations.Handle concerns and complaints with empathy, sound judgement and ownership.Develop and test initiatives that improve service, participation and the sense of community.Team leadershipLead, support and develop our Front Desk team and two sales advisors.Organise schedules, holidays and cover, and participate in recruitment and onboarding.Set clear priorities, service standards and objectives, providing regular feedback and coaching.Ensure the team understands our memberships, services and procedures and can advise members confidently.Take a hands-on approach and support daily operations when needed.Sales & business developmentTake responsibility for commercial performance and the quality of the sales process.Oversee enquiry follow-up, Studio tours and trial experiences, ensuring personalised advice and consistent follow-through.Proactively develop opportunities through company outreach, business visits, local partnerships and member referrals.Work with Marketing on campaigns and initiatives that attract new members.Help the team connect each person’s needs with the right membership and services.Membership operations & revenue managementTake ownership of day-to-day membership administration in Virtuagym, including registrations, cancellations, freezes and plan changes.Manage and check membership fees, billing, payments, outstanding balances, adjustments and rebilling, resolving discrepancies when they arise.Maintain reliable data and improve administrative processes.Monitor acquisition, conversion, retention, cancellations and revenue, sharing insights and proposed actions with the CEO.Use CRM tools and communication workflows to support timely, relevant and personal follow-up.Coordinate member communications, ensuring enquiries and requests are answered or directed to the right team.Inner Flow Store & partner coordinationAct as the main point of contact for the strategic partner operating the Inner Flow Store.Coordinate day-to-day matters between the partner and our teams, ensuring clear responsibilities and effective follow-up.Oversee the Store’s presentation, service standards and integration into the overall member experience.Identify opportunities for joint activations, promotions and collaborations that bring value to our community.What you bringExperience leading customer-facing teams in a service business, with responsibility for service quality and commercial results.A strong service mindset, combined with commercial initiative and confidence working with numbers.Hands-on experience with CRM or membership management systems, spreadsheets, billing and payment processes.The ability to organise, prioritise and follow through, with close attention to detail.Confidence handling difficult conversations, solving problems and making decisions.Curiosity, an open mind and a willingness to try, evaluate and improve new ways of working.A personal interest in training, health and wellbeing.Experience in fitness, wellness, hospitality or another membership-based business is welcome. Knowledge of Virtuagym would be an advantage.LanguagesFluent Spanish and English are essential, both spoken and written.Catalan is highly valued for connecting with our local community.Additional languages are a plus.What we offer€30,000 gross annual base salary, plus an annual performance bonus of up to €5,000, linked to agreed objectives.Direct collaboration with the CEO and the opportunity to influence the development of Inner Flow.A multidisciplinary team and an international member community.Access to Inner Flow’s training and wellbeing facilities.Flexibility in arranging working hours around team coverage and Studio needs.An on-site role in Barcelona.Weekend management cover shared on a rotating basis with the other Studio managers.Start date: 1 December 2026.How to applyPlease submit your CV and a cover letter before 31 October 2026, using the subject line “Member Experience Manager – Application” to emili@innerflow.esTell us why you would like to join Inner Flow, what teams you have led, and one concrete example of how you improved the customer experience or contributed to business growth.