Reports to: Management Team

Salary: £30,000 per annum

Employment Type: Full-time (salaried)

Hours: Approx. 35–40 hours per week, split between coaching, admin, and leadership duties

 

Role Overview:

The Member Success Manager is responsible for delivering exceptional classes, cultivating a vibrant community culture, and building retention systems that ensure every member feels valued and engaged. You’ll be a visible, energetic presence in the gym—while also managing communications, milestone tracking, and check-in processes that run in the background.

 

You’ll collaborate closely with the Head Coach, social media team, and owners, and you’ll take ownership of the full member journey—from onboarding check-ins to anniversary celebrations. This is a frontline role with long-term impact.

 

Key Responsibilities:

Class Coaching & On-Floor Leadership

    •    Deliver 15–20 hours of group coaching per week, primarily at 12:30, 17:00, 18:00, and 19:00

    •    Lead sessions with energy, clarity, and technical accuracy aligned to our standards

    •    Build strong relationships through consistent presence, conversation, and follow-up

    •    Support onboarding transitions, monitor engagement, and flag member wins or concerns

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Member Check-Ins, Retention & Relationship Management

    •    Conduct quarterly 1-on-1 check-ins with all active members, and onboarding meetings for those completing the 28-day intro

    •    Identify and support at-risk members using CRM tools, following up via email, phone, or video

    •    Log all interactions and ensure follow-ups are completed in line with retention SOPs

 

Events, Communication & Community Engagement

    •    Take full ownership of member events—plan, promote, and deliver a mix of social, in-gym, and educational initiatives

    •    Coordinate logistics and marketing for each event and gather feedback to improve future planning

    •    Work with the social media team to share member-focused content and ensure messaging is aligned with team objectives

    •    Write and distribute the monthly newsletter, sharing key member wins, updates, and community highlights

 

Milestones, Feedback & Admin

    •    Track and celebrate key member milestones (e.g. 100+ classes, anniversaries, birthdays)

    •    Conduct bi-annual surveys and share key insights and action points with the leadership team

    •    Log trends from check-ins and informal feedback to support programming and retention strategy

    •    Maintain and update member systems, SOPs, and action membership changes as needed

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Required Qualifications:

    •    CrossFit Level 1 Trainer Certificate (CF-L1)

    •    Minimum 1 year of group coaching experience in a CrossFit or functional fitness setting

    •    Comfortable leading classes during key PM hours (12:30, 17:00, 18:00, 20:00)

    •    Confident communicating with members across in-person, phone, and digital channels

 

Preferred Experience:

    •    CrossFit Level 2 Trainer Certificate (CF-L2)

    •    Previous experience in a community engagement, member support, or retention-focused role

    •    Proven ability to plan, deliver, and manage events that build connection and drive participation

    •    Familiarity with CRM systems and the use of digital tools for member tracking and communication

    •    Basic First Aid Certification

 

Key Skills & Attributes:

    •    Community-Driven Coach: You lead high-energy sessions with the goal of building trust, connection, and belonging

    •    Effective Communicator: You’re confident having 1-on-1 conversations, leading check-ins, and following up meaningfully with members

    •    Organised & Consistent: You manage check-ins, milestone tracking, and member communications with structure and reliability

    •    Approachable & Empathetic: Others feel comfortable opening up to you—you listen well, read situations, and make people feel seen

    •    Tech-Savvy & Detail-Oriented: You’re comfortable using CRM systems, email, Google Docs, and other simple tools to track and manage your work

    •    Growth-Focused: You care about getting better—not just as a coach, but as a communicator, organiser, and team member

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Role Benefits:

We believe in taking care of the people who take care of our community. As a full-time member of the team, you’ll have access to a range of perks that support your growth, training, and lifestyle:

    •    Potential for equity/partnership based on long-term contribution

    •    Paid time to train during shifts

    •    100% of PT income increasing OTE potential 

    •    Free membership for a friend/family member

    •    24/7 facility access

    •    Regular team/company events 

    •    Flexitime