Customer Experience Manager

The company’s vision is to empower everyone towards an active and healthier lifestyle through innovative fitness solutions, enabled by technology.\n\nRole Overview:\nWe are looking for a proactive and detail-oriented professional to oversee on-ground member experience and service quality across the centre. This role will ensure high standards of hygiene, equipment readiness, service ambience, and customer satisfaction through structured audits, feedback mechanisms, and cross-functional coordination.\n\nKey Responsibilities\n1. Experience & Facility Audits\nConduct structured daily walkthroughs of all member-facing zones including gym floors, washrooms, group studios, reception, and locker areas.\n\nMonitor hygiene standards, equipment functionality, maintenance readiness, and overall service ambience in line with defined experience benchmarks.\n\nMaintain real-time documentation of equipment downtime, recurring defects, and repeat failures.\n\n2.

Cross-Functional Coordination\nCoordinate closely with facility, housekeeping, and maintenance teams to log issues and ensure timely resolution.\n\nTrack issue closure and verify quality of corrective actions taken.\n\nEscalate systemic or recurring issues requiring leadership intervention.\n\n3. Member Feedback & Experience Management\nEngage members pre/post workout sessions to capture qualitative feedback.\n\nCollect structured inputs on trainer interactions, crowding concerns, session experience, and behavioral gaps.\n\nSupport analysis of recurring experience gaps and recommend improvement initiatives.\n\nClose the feedback loop with members on issue resolution and service recovery.\n\nKey Skills & Qualifications\n3+ years of experience in customer experience, operations, hospitality, retail, or fitness environments.\n\nStrong observation and analytical skills.\n\nExcellent interpersonal and communication skills.\n\nExperience in conducting audits, managing service standards, and driving quality improvements.\n\nAbility to coordinate with multiple stakeholders and ensure timely issue resolution.\n\nHigh attention to detail with a proactive problem-solving mindset.