Overview

As the Customer Success Manager, you will be responsible for delivering an exceptional end-to-end experience for all members, from initial enquiry through to their entire membership journey. You will lead the Customer Success team which includes the Customer Success Team Co-ordinator, Administrators and a Membership and Sales lead. You will implement strategic touchpoints, and drive initiatives that embody member satisfaction, retention, and community engagement. Your leadership will ensure that every member feels valued, supported, and motivated to remain part of our well-being community. You will lead by example with our WATCH principles as your guide.Responsibilities

Lead the Customer Success team (Customer Success Team Co-ordinator, Administrators and Membership and Sales lead) and direct end-to-end member experience from enquiry to membership journey.Implement strategic touchpoints and drive initiatives that improve member satisfaction, retention, and community engagement.Provide leadership to ensure members feel valued, supported, and motivated to remain part of the well-being community.Model and promote WATCH principles in day-to-day leadership and decision-making.Qualifications / Skills

Genuine passion for physical activity and wellness with a people-centric approach to building relationships across teams and customers.Commercially minded with a drive to maximise revenue through innovative product development and strategic market segmentation.Adaptability with proven experience in managing change and responding to evolving industry trends.Strong analytical skills with the ability to translate data into actionable strategies.Natural leader capable of inspiring, motivating, and cultivating a high-performing team to deliver exceptional results.Benefits

Free gym membershipFriends and Family discount50% off swimming lessonsTailored wellbeing supportCycle to work schemeBirthday LeaveEmployee reward scheme

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