The Member Experience Manager (MEM) is a leadership position within FIT Lane Cove, responsible for the seamless daily operation of the club. This role fulfils the delivery of member services, operational standards, team management, and the implementation of sales and service initiatives, all while ensuring an exceptional experience for members and staff alike.

The MEM combines a deep understanding of club operations with a focus on building strong relationships—both with members and within the team. Acting as a key liaison between the operational and service aspects of the business, this role ensures that every touchpoint in the member journey reflects FIT Lane Cove’s commitment to excellence.

Working collaboratively with other managers within the organisation, the MEM plays a vital role in driving member satisfaction, team performance, and overall club success. This position also works closely with the Director of Sales & Marketing (DSM) to align operational excellence with sales goals, contributing to the growth and sustainability of the business.

KEY RESPONSIBILITIES

1. Member Experience & Service Quality

• Act as the primary point of contact for resolving member concerns and challenges, maintaining a positive and solution-focused approach.

• Work collaboratively with the Fitness Manager and EXHALE Manager to implement strategies that optimise the overall member experience.

• Lead by example in delivering exceptional service, ensuring the concierge team consistently exceeds member expectations.

• Develop and provide on-the-job training for concierge staff, equipping them to handle daily operational tasks with confidence and professionalism.

• Regularly review member feedback and identify actionable steps to improve service quality.

2. Sales Collaboration & Performance

• Partner with the DSM to align member experience strategies with sales and promotional campaigns.

• Train and support the concierge team on upcoming sales initiatives, ensuring they are confident and effective in delivering results.

• Monitor and report on sales performance, identifying areas for improvement and celebrating successes.

• Contribute to the achievement of sales and club growth targets by fostering a service-driven sales culture.

3. Team Leadership & Staff Development

• Recruit, onboard, and develop a high-performing concierge and KC team that embodies FIT Lane Cove’s values of teamwork, excellence, and member focus.

• Foster a supportive, inclusive and equitable work environment, acting as the first point of contact for team challenge resolution.

• Collaborate with the DSM and DBC to create and execute tailored training schedules and collateral for concierge staff.

• Conduct regular performance evaluations, providing constructive feedback and identifying opportunities for individual and team growth.

• Ensure team members are well-versed in club policies, procedures, and expectations, empowering them to operate autonomously and effectively.

4. Club Management & Maintenance

• Oversee the daily operations of FIT Lane Cove, ensuring the facility is always clean, safe, and presented to world-class standards.

• Conduct regular inspections of club spaces and equipment, identifying areas for improvement or repair.

• Liaise with maintenance personnel and external contractors to address issues efficiently and cost-effectively.

• Develop and implement protocols to maintain a consistently high standard of club functionality and aesthetics.

5. Compliance, Health & Safety

• Ensure full compliance with Workplace Health & Safety (WH&S) standards, conducting training to ensure staff understanding and adherence.

• Monitor and address potential health and safety risks promptly, taking preventative measures to maintain a secure environment for staff and members.

• Stay updated on changes in health and safety regulations and implement necessary adjustments within the club.

• Collaborate with the Director of Operations to establish and maintain comprehensive WH&S policies and documentation.

6. Strategic Collaboration

• Work in tandem with the Fitness Manager, Programming Manager, and EXHALE Manager to align operational and service objectives.

• Provide regular feedback to the Director of Operations on operational challenges and opportunities, contributing to the strategic direction of the club.

• Actively participate in management meetings, offering insights and solutions to enhance overall club performance.

QUALIFICATIONS & SKILLS

The ideal candidate for the Member Experience Manager role will bring a strong blend of operational expertise, leadership skills, and a member-focused mindset. Key qualifications include:

• Experience: Proven success in customer service or operations management, ideally within fitness, hospitality, or service industries.

• Leadership: Ability to lead, train, and develop teams while fostering a collaborative, inclusive and positive work culture.

• Communication: Excellent interpersonal skills to build strong relationships with members, teams, and stakeholders.

• Problem-Solving: Strong organisational skills with a proactive approach to challenges and continuous improvement.

• Sales Support: Experience aligning operations with sales goals and meeting growth targets.

• Attention to Detail: High standards for maintaining a clean, safe, and professional environment.

• Compliance Knowledge: Understanding of WH&S policies and ensuring team compliance.

• Resilience: Ability to perform well in a fast-paced, dynamic environment.

• Passion for Fitness: Enthusiastic about health and fitness, with a commitment to excellence.

A background in customer service, team leadership, and operational excellence is essential for success in this rewarding role.

TO BE SUCCESSFUL IN THIS ROLE

To thrive as the Member Experience Manager, you will need the following qualities and skills:

• Operational Excellence: A proven ability to oversee and manage the day-to-day operations of a busy facility, ensuring all aspects of club standards, maintenance, and member services are upheld at the highest level.

• Leadership & Team Development: Strong leadership skills to inspire, train, and support a diverse team, fostering a culture of accountability, collaboration, and continuous improvement.

• Customer Service Expertise: A member-focused mindset with a passion for delivering exceptional experiences, resolving disputes effectively, and continuously improving service quality.

• Sales Acumen: Confidence in driving sales performance through team training, strategic planning, and collaboration with the Director of Sales & Marketing to achieve growth targets.

• Communication Skills: The ability to communicate effectively with team members, management, and members, providing clear direction, constructive feedback, and resolving challenges diplomatically.

• Attention to Detail: A meticulous approach to compliance, health, and safety policies, ensuring all operational activities adhere to regulatory requirements and best practices.

• Adaptability & Resilience: The ability to thrive in a fast-paced environment, manage multiple priorities, and maintain composure under pressure while delivering consistent results.

By demonstrating these qualities, you will play a key role in driving the success of FIT, fostering a positive and professional atmosphere for both members and the team, and contributing to the overall growth and reputation of the club.

JOB TYPE & BENEFITS

• Full time employment.

• Salary and annual bonus.