Membership + Client Service Executive

Membership & Client Service Executive

A new, high-end fitness and wellness destination in Notting Hill is seeking an experienced Membership & Client Service Executive. This is a pivotal, hands-on role at the intersection of client experience, operational excellence, and membership management. Working under the Head of Brand and Operations Manager, the successful candidate will ensure every member's journey, from first enquiry to ongoing engagement, is seamless, personalised, and reflective of the club's premium positioning.

This role is ideal for someone with prior experience in luxury or high-end hospitality, wellness, or fitness environments, who thrives in a service-driven setting and is looking to take the next step in their career, taking ownership of operational processes and client relationships.

Salary: £35,000 + OTE

Working Hours: 40 hours p/w (minimum)

Reporting to: Head of Brand/Memberships + Operations Manager

The Role...

Membership & Client Experience

• Act as the first point of contact for all members and guests, delivering a warm, professional, and personalised welcome.
• Support the Head of Brand in onboarding new members, including membership presentations, tours, and explaining the club's offerings and wellness services.
• Manage membership inquiries, renewals, and communications, ensuring timely follow-ups and accurate records.
• Track and analyse member engagement and feedback, identifying opportunities to enhance the client experience.
• Build and maintain strong relationships with members, providing concierge-level service to anticipate and meet client needs.
• Handle and resolve member issues or complaints quickly and professionally, ensuring a positive outcome and satisfaction.

Operational Support & Front of House Management

• Oversee the day-to-day front-of-house operations, ensuring the club environment is pristine, welcoming, and reflects the premium brand standards.
• Manage bookings, scheduling, and access control for classes, wellness services, and events.
• Collaborate closely with coaches, personal trainers, therapists, and operational teams to ensure seamless delivery of services.
• Assist in the smooth execution of events, wellness activations, and promotional campaigns.
• Support administrative processes including CRM updates, reporting, membership tracking, and billing queries.
• Monitor club facilities, equipment, and hygiene standards, liaising with maintenance teams to resolve any issues proactively.

Cross-Functional Collaboration

• Work alongside the Head of Brand to support strategic initiatives, including membership drives, client retention programs, and marketing campaigns.
• Contribute insights and feedback from the front-line experience to improve processes, offerings, and client engagement strategies.
• Act as an ambassador for the brand, representing the club at events, community initiatives, and member experiences.
• Support the development of loyalty and referral programs to drive member retention and acquisition.

The Person...

• Previous experience in luxury or high-end customer-facing roles, ideally within fitness, wellness, hospitality, or lifestyle brands.
• Exceptional interpersonal, communication, and relationship-building skills, able to engage with a diverse, high-net-worth clientele.
• Organised, proactive, and detail-oriented, capable of managing multiple priorities and workflows simultaneously.
• Confident handling operational processes, front-of-house management, and administrative systems.
• Passionate about delivering outstanding member experiences and upholding the club's premium positioning.
• Tech-savvy, comfortable using CRM systems, booking platforms, and other digital tools to support operations.
• Professional, polished, and approachable, with the ability to thrive in a luxury, service-driven environment.