Product Experience Manager
1 day ago
Whitefield
About Total Fitness We’re Total Fitness, a leading health club brand in the North of England and Wales. We’re there for every fitness moment no matter the age, life stage, or workout preference. We have 15 supersize health clubs with learn to swim academies on site. In 2024, we opened 2 new gyms purposefully designed for women, The Women’s Gym by Total Fitness. Driven by the belief that everyone is better fitter, we work hard to fulfil our customer promise of providing the spaces and opportunities that empower our customers to achieve more than they ever thought possible. If there’s one thing we’re sure of, it’s that movement is good for you. And that goes far beyond moving our bodies. Joining us at Total Fitness means the freedom to move your own way, along your own path, constantly finding new ways to reach your full potential, whatever success looks like for you. We support one another, take the initiative and tackle each challenge head on, because we want to provide exceptional experiences for both our team and our members. We celebrate together, get stuck in together, and we help each other through We can't promise it will be easy, but we can promise it will be worth it, and it will be a lot of fun. This is where movement happens, this is where you get going and keep going. This is where more is possible. Benefits • Possibility Points to invest in your growth, giving you access to our Growth Library of opportunities across the business., • Free membership for you and a friend or family member, plus two discounted memberships after probation., • 28 days holiday including bank holidays (pro rata for part time), increasing with service., • Workplace pension scheme., • Death in Service benefit., • Discounts on retail and café products., • Access to an Employee Assistance Programme Role Purpose As a Product Experience Manager, you are responsible for the brand-quality, consistency and performance of our fitness and swim products. You ensure services are delivered safely, professionally and in a way that best reflects our brand customer promise, while continuously improving member engagement, product innovation and commercial outcomes. By leading product teams and working closely with club leadership, you help create environments where members feel supported to make progress in a way that works for them. Key Responsibilities 1. Product Experience & Quality Delivery • Ensure our fitness and swim products consistently deliver engaging, high brand‑quality experiences for members., • Lead the delivery of a safe, effective and engaging fitness and swim offer that meets Total Fitness standards and member expectations., • Ensure the gym floor is safe, professionally led and supported by the right levels of engagement from instructors and coaches., • Oversee the children’s swim programme to ensure excellent brand-quality lesson delivery, consistency, member satisfaction and minimal cancellations., • Use member feedback (our customer NPS measures) and insight to continuously improve product experiences and outcomes across both fitness and swim. 1. Operational Excellence, Safety & Compliance • Take ownership of safety, compliance and operational standards across all fitness and swim product areas., • Uphold the highest standards of health & safety, cleanliness, safeguarding and compliance across the gym floor and swim environments., • Ensure all required checks, audits and observations are completed accurately and on time, taking swift action to resolve issues., • Act as the senior operational lead for product‑related risk management, ensuring teams are well trained and confident in standards and procedures., • Work closely with the Club Experience Manager to ensure product spaces remain safe, functional and welcoming. 1. Commercial Performance & Growth • Take ownership of key performance indicators across fitness and swim products, including occupancy, retention, engagement, NPS and revenue., • Work closely with the General Manager, your fellow heads of department and supervisors and frontline team members to drive swim lesson occupancy, Self Employed Personal Trainer engagement, instructor performance and overall product contribution., • Collaborate with the Member Success Manager to support appropriate product uptake that strengthens member commitment and long‑term retention., • Identify opportunities for local product innovation and growth, responding to community needs and club‑specific trends. 1. Leadership & People Development • Build confident, capable product teams who care deeply about member progress and success., • Lead, coach and develop your team, providing regular feedback, support and performance reviews., • Foster our team culture within your department in line with our company and teamship values., • Build succession within product teams by identifying potential and supporting future leaders., • Ensure instructors and coaches receive clear direction, development and support to perform at their best. 1. Collaboration & Club Leadership • Contribute actively to the wider success of the club., • Work in close partnership with the General Manager and other department leads to deliver a joined‑up member experience., • Contribute to monthly club performance reviews, bringing insight from product performance, member feedback and operational trends., • Support club initiatives and improvement plans, ensuring product teams are aligned with wider business priorities. What We’re Looking For We’re less focused on formal titles and more interested in how you take ownership of standards and outcomes, support others to perform at their best, and make considered commercial decisions that strengthen product performance and member success. What we would like to see is: • A track record of taking ownership of the quality, consistency or performance of a service, product or customer offer within a customer-facing environment., • A practical ability to support, coach or develop others to build confidence, capability and high standards within a team., • A strong commitment to safety, professionalism and creating positive moments for both members and team members., • Sound judgement when making balanced decisions that support both member outcomes and commercial performance., • Confidence working collaboratively with others to deliver a consistent, joined-up service across the club. This role may also suit you if you bring • A background working across multiple product or service areas, for example fitness, Personal Training, swim, classes or programmes., • A relevant fitness, swim or leadership qualification, or equivalent learning gained through development., • The confidence to use member feedback and performance insight to inform decisions and improve products, services and outcomes.