Membership Process & Systems Improvement Specialist - London

Membership Process & Systems Improvement Specialist - London

Third Space is a collection of luxury health clubs in London; individual in style, bound by a common philosophy: to provide outstanding fitness spaces that members feel are their own. Our people are the creators who bring those spaces to life. We're a team of motivators, inventors and problem-solvers, constantly looking for ways to raise the bar and deliver exceptional experiences.

In May 2026, we welcomed members to our 15th club, Chelsea. Just off the iconic King's Road, Third Space Chelsea brings high-spec luxury training to the heart of SW3. As we look ahead, our ambition is to nearly double our estate over the next five years while continuing to elevate every aspect of the member experience.

To support that growth, we're looking for a Membership Process & Systems Improvement Specialist to join our Membership team. This is an exciting opportunity for someone who loves solving problems, improving processes and using technology to make work smarter. Working across Membership, Sales, IT, Digital, Finance and club teams, you'll help shape how our membership function operates by identifying opportunities to simplify processes, improve systems, automate manual tasks and enhance both colleague and member experiences.

What you'll be doing

• First 6 months: Acting as the Project Delivery Lead for a Contact Centre Implementation project
• Identifying and delivering process improvements that enhance efficiency, consistency and member experience.
• Mapping current and future-state processes, uncovering pain points and opportunities for automation.
• Supporting operational improvement initiatives and cross-functional change projects.
• Coordinating workshops, testing activities, project meetings and implementation plans.
• Working with stakeholders to translate operational challenges into practical solutions.
• Supporting the optimisation of HubSpot, Genesys and other membership systems.
• Helping design and improve workflows, automations, ticket routing and member journeys.
• Analysing operational data, member feedback and performance trends to identify improvement opportunities.
• Measuring the impact of changes and making recommendations for further enhancements.
• Developing and maintaining knowledge resources, SOPs, guidance documents and operational playbooks.

What we're looking for

We're interested in people who are naturally curious, analytical and passionate about making things better.

You may currently be working in a continuous improvement, operations, project coordination, business analyst, systems support or customer operations role and be looking for an opportunity where you can have a visible impact across a growing business.

You'll ideally bring:

• Experience driving process improvement, change initiatives or operational projects.
• Strong analytical skills with the ability to identify trends, root causes and opportunities for improvement.
• Experience working with CRM, customer service or operational systems.
• An understanding of workflows, automation or system configuration concepts.
• Excellent organisational and stakeholder management skills.
• Strong communication skills and the ability to simplify complex information.
• A collaborative approach and confidence working across multiple teams.
• A proactive mindset with the confidence to challenge existing ways of working constructively.
  

Why Third Space?

This is an opportunity to play a key role in shaping how one of London's most ambitious premium brands scales for the future. You'll work on meaningful projects, partner with stakeholders across the business and help create better experiences for both our members and colleagues.

Alongside a competitive salary, you'll receive a complimentary Group Membership giving you access to all Third Space clubs, plus an additional membership for a friend or family member. You'll also enjoy discounted services across our Spa, Medical, Nutrition and Hospitality brands, helping you make the most of everything Third Space has to offer.

If interested, please apply directly.