Customer Retention Executive

• Proactively contact high-risk members through calls, emails, and in-person conversations.
• Use CRM insights to identify patterns, risk factors, and opportunities.
• Deliver personalised, brand-aligned communication that makes members feel valued.
• Capture feedback and exit insights that help shape our service.
• Reactivate members who’ve slipped away and celebrate the wins!
• Track and report KPIs that show exactly how your work is making a difference.

• Exceptional interpersonal and communication skills, both digital and face-to-face
• Strong emotional intelligence and empathy when handling customer concerns
• Data-literate
• comfortable analysing CRM and attendance trends
• Organised, proactive, and results-oriented with attention to detail
• Creative mindset for developing engagement ideas and campaigns
• Passionate about health, wellbeing, and inclusive community values
• Experience in customer service, membership management, or community engagement (ideally in fitness, leisure, or hospitality)
• Knowledge of CRM systems and member communication tools e.g. Legend.
• Understanding of retention principles, customer lifecycle management, or loyalty programmes

Basic marketing or events experience beneficial but not essential

• Free access to our award-winning gym’s and exercise classes for you and a +1
• Employee discounts and wellbeing platform
• Healthcare Cash plan
• Free 24/7 access to GPs using our SmartHealth plan
• Holiday purchase scheme (subject to eligibility)
• Employee Assistance Programme - support for when you need it most
• 23 days annual leave + 8 days bank holiday
• Internal recognition schemes
• Opportunities for training, development and progression
• Free onsite parking - subject to availability
• Hybrid and family friendly policies
• Generous company sick pay scheme
• Employee referral scheme
• Company pension scheme
• Death in service benefit