Customer Experience Manager

About the role

We are seeking a proactive Customer Experience Manager to oversee on‑ground member experience and service quality across our fitness centres. The role ensures high standards of hygiene, equipment readiness, ambience, and overall member satisfaction through structured audits, feedback collection, and cross‑functional coordination.

Key responsibilities

• Conduct daily walkthroughs of all member‑facing zones (gym floors, washrooms, studios, reception, lockers) to audit hygiene, equipment functionality, maintenance readiness and service ambience.
• Document equipment downtime, recurring defects and track issue resolution in real time.
• Coordinate with facility, housekeeping and maintenance teams to log and close issues, escalating systemic problems when needed.
• Engage members before and after workouts to capture qualitative feedback on trainers, crowding, session experience and service gaps.
• Analyze feedback trends, recommend improvement initiatives and close the feedback loop with members.

Required profile

• Minimum 3 years of experience in customer experience, operations, hospitality, retail or fitness environments.
• Strong observation, analytical and problem‑solving abilities.
• Excellent interpersonal and communication skills.
• Proven experience conducting audits, managing service standards and driving quality improvements.
• Ability to coordinate with multiple stakeholders and ensure timely issue resolution.

Required skills