Membership Journey and Retention Lead

The FIT Partnership is a premium health and longevity club on Esher High Street. Members come to us to change how they age, and our assessments help them see clear evidence of progress.

This role leads and owns the member journey from beginning to end: the tour, trial, assessment, programme, six week check ins, sale, renewal, and ongoing retention.

This is an opportunity to make the member journey even stronger by bringing it together under one person and creating a more consistent experience for every member.

When someone comes in to look round, you show them. Not a walk past the equipment, a conversation about what they want to change and what our testing would tell them about it. Leads and bookings reach you from marketing and the front desk. From the moment they are in the building they are yours.

Every Discovery Month, two week taster, one week taster, DUO Discovery Month and membership transfer is yours from the day they buy to the day they decide. Induction, check ins, the end of trial review, the recommendation, the outcome recorded, and the conversation about joining.

You deliver the FIT Longevity Assessment, score it, write it up, and take the member through what it means face to face. Every member is retested every ninety days and you own whether that happens. You build or update their programme from the result and book the next test before they leave the room.

All members, on a rolling six week cycle. Energy, sleep, stress, what has moved and what has not, with actions written down and a date against each one. Plus absence flags: when a member has not been in for ten days they surface and you call them.

All members, as each renewal comes round. That conversation goes differently when the member has numbers in front of them showing what has changed over the year.

We want to record and upload member progress and success stories, and you would own that.

How members feel about us is measured, and it is part of how this role is judged. The six week check in captures satisfaction alongside energy, sleep and stress. We take a net promoter score quarterly, and reviews come out of the retests.

You would set and lead the standards the team works to, and coach them into the floor team, the front desk and the practitioners. Members who feel properly looked after stay longer and introduce other people, and that is what the business runs on.

£32,000 base, plus commission paid on net new members. Everyone who joins, minus everyone who leaves, counted quarterly.

You would have full use of The FIT Partnership. Everything a member has access to, you have access to: the gym floor, the classes, cryotherapy, hyperbaric oxygen, Vasper, CAROL and red light therapy.

Also included:
Nest workplace pension. 28 days holiday inclusive of bank holidays. Full training and certification on every piece of equipment and technology in the building.

• Level 3 personal training or above, or a degree in sport and exercise science, physiology or physiotherapy.
• Real experience delivering physical assessment or fitness testing, and explaining what the results mean in plain English.
• Comfortable with data. Percentiles, scores and due lists would be part of your working day.
• Sales experience. You have sold memberships, packages or programmes before, and you are comfortable asking someone to join at the end of a conversation about their own results.
• A real passion for being with clients day to day. Most of this job happens on the floor with members.
• The kind of person other people copy. You would set and lead the standard the whole team works to.
• Willing to pick up a phone and film a…