Job Description

Membership Experience & Retention Manager

Jetts Fitness Hammersmith — Full-Time

Jetts Fitness Hammersmith is a 24-hour gym in the heart of Hammersmith, offering a full range of functional, strength and cardio equipment alongside a packed group fitness timetable. We are a small, close-knit team that takes real pride in the club, our standards and the experience we give our members.

We are looking for a Membership Experience & Retention Manager to join our management team. This is a hands-on, people-focused role that sits at the centre of how we support, retain and grow our membership base.

The role

You will play a key role in the day-to-day membership journey — from handling enquiries and supporting prospective members from initial sale through to onboarding, retention and re-engagement.

You will work closely with the management team to support membership growth through strong follow-up, relationship building, lead management and delivering an excellent experience for both existing and prospective members. You will help ensure every enquiry is handled professionally and that prospective members receive a welcoming and positive first impression of the club.

You will also take ownership of key retention processes including managing cancellations, proactively engaging at-risk members and following up on missed payments, arrears and membership debt. We see these conversations as an important opportunity to improve retention, support members and maintain strong membership engagement.

This role sits at the heart of the member experience. You will be one of the main faces of the business day to day — welcoming members, handling enquiries, resolving issues and ensuring every touchpoint reflects the standards we hold ourselves to at Jetts Hammersmith.

We are looking for someone who notices the details, takes ownership and genuinely cares about the club environment and member experience.

Like everyone in our team, you will also contribute to the smooth running of the club on shift — whether that is keeping the floor tidy, supporting a colleague or stepping in where needed. We are a small team and everyone plays their part.

What we are looking for

Demonstrable experience in a customer-facing, membership or sales-related role

Confidence in sales conversations and relationship building, with the ability to engage prospective members professionally and positively

Excellent communication skills — confident, warm and professional in person, on the phone and in writing

A genuine passion for customer service and delivering a great member experience

Someone who takes ownership — you can manage your own workload and responsibilities without being chased

Comfortable having direct conversations — whether that is following up on a missed payment, handling a cancellation or re-engaging a lapsed member

Strong organisational skills and attention to detail

A team player — flexible, reliable and willing to roll their sleeves up when needed

An interest in health and fitness — you do not need a fitness qualification but you should feel at home in a gym environment

Someone who enjoys working in a fast-paced environment and making a visible impact on club performance

The package

Salary: £28,000 per annum

Hours: 35 hours per week

Shifts: A mix of weekdays and weekends including peak hours — flexibility is required