[Hiring] Member Experience Executive @Love Recruitment

Role Description

Our client is ukactive, the UK's trade body for the fitness, leisure and wider physical activity sector. They represent more than 3,000 member organisations, from gyms, pools and leisure centres to activity providers, suppliers and health bodies, and they exist to get more people, more active, more often. They're looking for a Member Experience Executive to join their Membership and Sector Development team on a remote basis, taking ownership of the detail that keeps thousands of members engaged and supported.

This is a rare one. Most fitness and leisure careers are spent inside a single operator, whereas this role puts you at the centre of the whole sector, working across public and private operators, Sport England, local authorities and the organisations shaping national policy. You'll be the person who makes the membership experience genuinely excellent, spotting trends before they become problems, freeing up the senior account managers to do what they do best, and building the sector relationships that set you up for a long career. If you want to be involved in things like National Fitness Day and the ukactive Awards rather than reading about them, this is where that happens.

Working pattern: Full time, permanent and remote from anywhere in the UK, with travel into London around once or twice a month for team and member meetings, plus attendance at events across the year. All travel is paid for. Some evening event attendance is expected.

Key Responsibilities

• Member engagement: Track every member's journey through their life cycle, making sure no member goes more than 60 days without contact, and reaching out directly to offer support to anyone who has gone quiet.
• Onboarding and retention: Co-ordinate inductions and renewal packs for new members, run the 90-day follow-up contact, and monitor cancellation trends to identify risk periods and product improvements.
• Events and member networks: Work with the account management and events teams to secure the right venues for regional member network events, manage registers, and report attendance and engagement trends back to the team.
• Content and communications: Pull together the monthly newsletter with contributions from across the business, co-ordinate content and briefing documents for monthly webinars, facilitate those sessions, and support marketing to maximise attendance.
• Data and reporting: Produce monthly trend analysis and member engagement reports, working with the comms team on engagement stats and click through rates, and keeping CRM records accurate and current.
• Meetings and governance: Co-ordinate internal and member council diaries, take and circulate minutes including redacted versions for the wider membership, and hold people accountable to the actions agreed.
• Enquiries and lead generation: Own the membership enquiries inbox and filter enquiries to the right people, monitor LinkedIn groups and joining requests for potential leads, and support campaigns that fill the Salesforce pipeline.
• Campaign support: Support the account managers through peak periods such as National Fitness Day and the ukactive Awards, building clear contact lists of previous attendees, entrants and sponsors.
• Member support: Help members with licence requests and compliance document renewals.

Qualifications

• Sector passion: You have a real enthusiasm for health, fitness and wellness, ideally with experience working in or alongside the fitness, health or leisure sector.
• Sector knowledge: You have a working understanding of the different channels within physical activity, covering public and private operators, Sport England, devolved towns and cities, and local authority processes.
• Analytical: You're comfortable with data, able to spot trends and turn them into something the team can act on.
• A strong communicator: You build relationships easily and write clearly, with the ability to produce polished reports and presentations.
• Self-motivated: You're comfortable working remotely, staying visible with colleagues and members without needing someone looking over your shoulder.
• Happy to travel: You're able to get into London once or twice a month and to events elsewhere in the UK, with expenses covered.
• Organised: You have forensic attention to detail, strong time management, and a track record of hitting deadlines without being chased.
• Solutions driven: You work well on your own and as part of a high performing team, and you bring answers rather than just problems.
• Qualified: You have a degree or equivalent industry experience, an interest in sales and commercial revenue, and some basic budget management exposure or the appetite to learn it.

Bonus Points

• Experience with a CRM, ideally Salesforce, and any project planning or project management background.

Benefits

• Remote working from anywhere in the UK.
• All travel to London and to events paid for.
• A 5% matched contribution pension.
• Free gym membership.
• Access to the Caboodle discount platform.
• Your birthday off every year.
• 25 days annual leave plus bank holidays.
• Exposure to the whole UK physical activity sector, including senior operator leaders, government stakeholders and national campaigns.
• A genuine development path into senior account management within a supportive Membership Experience team.