Customer & Studio Manager

Our Company:

FACEGYM is the world's first facial fitness brand, a unique workout experience operating at the intersection of beauty, wellness and performance. We are in the business of confidence, delivering results-driven workouts for the 40+ muscles of the face through our studios, digital platform and product innovation.

With a growing footprint across the UK, US and franchise markets (India & UK), we are entering our next phase of scale where operational excellence and customer experience are critical to our success.

We are looking for a Customer Studio Experience Manager to own and elevate every client touchpoint at FACEGYM outside of the workout itself. From the moment a client first discovers us to the moment they rebook, you are responsible for making that experience seamless, consistent and genuinely reflective of what FACEGYM stands for.

Right now, our approach to customer experience is fragmented and reactive. This role exists to change that: to build a proactive feedback culture, turn our systems into strategic tools, and ensure the voice of the client sits at the centre of commercial and operational decision-making.

You will own Zenoti, our core business and customer management platform, lead the CX function, manage two Studio Experience Coordinators, and work cross-functionally to embed a genuine customer-first mindset across the business.

Zenoti:
System Ownership and Optimisation

You are the internal expert and the primary point of contact with Zenoti as a company. Day-to-day system management such as master data, configuration, payments, transactional communications, FACEGYM app is the baseline. The real opportunity is optimisation: managing the vendor relationship, researching and evaluating new features, and leading their rollout to drive efficiency, utilisation and a better client experience. You attend weekly CSM calls, manage escalations, and influence Zenoti's roadmap on behalf of FACEGYM.

App and Membership Backbone

You own the operational backbone of both the FACEGYM app and the membership programme. This means the configuration and client-facing flows within Zenoti, the communications triggered at every membership stage (join, active, renewal, pause, cancellation), app user experience and performance, and the troubleshooting of issues when they arise. In partnership with Marketing on messaging and Product/Tech on development, you ensure both channels are frictionless, consistent and on-brand.

The Client Journey

You own every digital client touchpoint outside of the Service. The journey this role is responsible for runs from: booking, through pre-visit communications, to arrival and check-in, through to post-workout follow-up, rebooking and long-term retention. The in-studio workout experience is owned by the Education team. Your responsibility is ensuring everything before and after the workout from a systems perspective is optimised and considered.

Customer Feedback and Reviews

You move FACEGYM from passive feedback receiver to proactive listener. You own our review strategy, implement structured post-visit feedback loops, and ensure client sentiment is visible, reported and acted upon across the business.

CX Platform and Escalations

Day-to-day ownership of our CX inbox platform Gorgias
, with the Studio Experience Coordinators as first line. You set the standard for tone of our macros, response time and resolution quality, manage complex escalations, and ensure consistency across UK, US and franchise markets.

AI and Innovation

You will actively explore and implement AI tools that improve the quality and efficiency of CX at FACEGYM whether that is automating reporting, enhancing response workflows, improving personalisation in client communications, or identifying patterns in feedback s is an evolving space and we want someone curious about it, not cautious of it.

Reporting and Insight

Weekly and monthly CX reporting that goes beyond numbers. You bring the voice of the client into trade meetings, commercial planning and operational decisions. Your reporting shifts CX from an update on the agenda to an input that shapes it.

Cross-Functional CX

Great…