Manager, Member Experience & Operations – Health & Wellness Studio

at  StretchLab Port Credit Village

JOIN OUR GROWING TEAM IN PORT CREDIT VILLAGE!

We’re launching StretchLab™ - Port Credit Village and are looking for a passionate, experienced, and results-driven Manager, Member Experience & Operations to drive membership retention and revenue retention by ensuring our members consistently perceive and experience exceptional value in their membership.
If you’re a customer experience leader with expertise in customer success, engagement, and business operations, we’d love to hear from you!

MEMBER EXPERIENCE & SUCCESS

• Journey Mapping: Conduct comprehensive journey mapping to identify all touchpoints throughout the member lifecycle. Assess the impact of each touchpoint on overall CSAT, NPS, brand trust, and repeat engagement behavior.
• Service Excellence: Develop and implement strategic initiatives to optimize and ensure an exceptional member service experience and high member satisfaction level at every interaction.
• Goal Achievement: Design and execute a member success strategy that actively supports members in achieving their health and wellness goals.
• Value Realization: Lead initiatives that enhance satisfaction, loyalty, and retention by ensuring members fully experience the benefits of their membership. Implement pilots, process improvements, and policy enhancements to continuously refine the experience.
• Proactive Outreach: Conduct regular check-ins to gather feedback, review progress, and identify opportunities for improvement. Translate insights into actionable strategies and share key findings with the broader team for ongoing enhancements.
• Support: Quickly address issues, escalate concerns when necessary, and follow up proactively to exceed member expectations and provide solutions-focused support. Develop protocols for handling escalations and member grievances that could impact retention or online reputation.

QUALIFICATIONS

• Experience: Minimum of 2 years in a client-facing B2C customer experience or customer operations role.
• Customer Service Focused Industry: Experience in hospitality, boutique services, private clubs, luxury retail, or similar customer focused industries is a strong plus.
• Health & Wellness Background: A background in health & wellness, startups, or small businesses is a bonus.
• Membership-Based Services & Recurring Revenue Models: Familiarity with membership-based services or recurring revenue models is highly beneficial.
• Customer Loyalty: Experience designing and managing customer loyalty programs is advantageous.
• Financial Management: Experience in budget management, P&L responsibility, or financial forecasting is a strong asset.
• Multi-Location Operations: Experience managing customer experience and operations across multiple locations is favourable.
• NPS/CSAT Analytics Tools: Working knowledge with customer experience analytics tools (e.g., SurveyMonkey, Typeform, Customer Thermometer, Qualtrics, or similar platforms) is a benefit.
• Customer Retention: Demonstrated success in driving high customer retention and satisfaction through proactive engagement, service excellence, and relationship management.
• Revenue Achievement: A proven track record of meeting or exceeding customer-base revenue or account revenue targets.
• Team Leadership: Experience in coaching, developing, and managing team performance, with the ability to inspire and guide team members in delivering a consistently exceptional customer experience.
• Issue Handling: Proven ability to identify root causes of customer issues, address concerns effectively, and confidently guide customers toward satisfactory resolutions.
• Analytics & Forecasting: Proficient in using CRMs and Excel to track, analyze, report, and forecast performance. Experience with data analysis, visualization, or business AI tools is a plus.
• Exceptional Communication: Strong verbal and written communication skills across all channels, including in-person, phone, text, and email.
• Community Building: Experience creating & executing on community building and engagement initiatives to foster strong, connected and engaged customer bases.
• Social Media Marketing: Experience managing social media marketing strategies and platforms to engage and maintain a customer base - driving digital engagement, building brand trust, and maintaining top-of-mind awareness.
• Flexible Availability: Available to work 40+ hours per week, including evenings and weekends, to support business needs and achieve goals.

ROLE OVERVIEW

As Manager, Member Experience & Operations, you will maximize membership retention and membership revenue retention while driving exceptional member experiences and operational excellence. You will lead all aspects of member engagement, satisfaction, and community development, while also overseeing social media marketing, operational efficiency, and the growth of a high-performance member-facing team.
The ideal candidate is a proven, highly experienced leader in customer experience strategy and execution. They are genuinely passionate about engaging with customers, creating exceptional experiences, and driving customer delight. Their expertise in customer retention and revenue optimization ensures long-term success for both customers and the business.