Leisure Membership Advisor - Cardiff

The Role Outline: Your Shift at a Glance As our Member Relations Manager, you are the face, voice, and heart of the club. You will tackle everything from intercepting members who are thinking of leaving, to throwing incredible social events and driving our local social media presence. You are the ultimate community builder, ensuring every person walking through our doors feels seen, heard, and motivated to keep coming back.

Why Village? At Village, we do hospitality a little differently. We are all about personality, genuine connections, and creating great experiences for our guests and each other. That is why we back our teams to be themselves, take ownership, learn new skills, and grow their careers. Previous experience is great, but your attitude and energy matter much more to us. If you are friendly, positive, love working with people, and enjoy being part of a busy team, we will give you all the support, training, and opportunities you need. Because it really does take a Village.

How the Village Thrives We live our culture through four simple commitments:

• We Can & We Do: We show up to make a genuine difference and do fantastic work everyday, with purpose.

• We Will: Treat each other with respect and dignity. No ego, no drama. We try our best and look out for each other.

• We Care: We care about our impact on guests, the community, and each other.

Your Shift: What You'll Actually Be Doing As our Member Relations Manager, you are the engine of the shift. We trust you to handle:

• The Community: Acting as the key face of the club. You will proactively intercept cancellation requests, reach out to members who have dropped off the radar, and turn frustrated customers into loyal advocates through genuine empathy and lateral thinking.

• The Events & Socials: Organising a packed calendar of member events, from coffee mornings and party nights to class launches and our charitable 'Village Green' initiatives. You will bring the energy and give people a reason to connect beyond the gym floor.

• The Digital Footprint: Becoming our local social media champion. You will capture footage of events, gather member success stories, build connections with brand ambassadors, and actively manage our online reviews to drive our Net Promoter Score.

• The Hands-On Support: Stepping up during peak times to support the Front of House team, proving that you are a manager who leads by example rather than hiding in the back office.

How We Succeed Together We do not micromanage. It takes a village, so we believe in Ownership & Integrity, giving you the autonomy to handle your area and make decisions on the fly. We Empower & Elevate our people. If you want Room to Grow, we provide funded qualifications and internal moves. We constantly Innovate & Progress so we can Inspire Excellence and smash our targets together.

Selling Our Benefits

• Bonus Scheme: An annual 2,500 bonus tied directly to the measurable member net promoter scoring and retention levels you drive.

• Gym Membership: 2 x complimentary gym memberships at your home hotel.

• Hotel Stays: Hotel rooms from 20 across 35 hotels.

• Food & Drink: 50% off food and drink for you and up to 5 guests, plus 75% off Sunday dinner for up to 6 people.

• Friends & Family: 2 friends or family members get 25% off F&B, even when you are not there.

• Retail & Lifestyle: Hundreds of brand discounts via the Village app.

• Support: 24/7 Mental Health support via our Employee Assistance Programme.

Think You've Got the Right Energy? We are not looking for perfect CVs, we are looking for great people. If you enjoy working as part of a team and love creating memorable experiences for guests, we want to hear from you. Bring your personality, your drive, and your ambition. Hit apply, tell us why you love working with people, and let's see if our energies align.
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