Customer Experience Manager

Medifit Consultants Private Limited · Assam, India

Key Responsibilities:

• User Journey & Engagement Strategy:
• Own the end-to-end user journey across all fitness and wellness services, ensuring a seamless, personalized, and high-impact experience.
• Conceptualize and execute retention strategies, including seasonal events, exclusive themes, and influencer-led sessions.
• Integrate community-building elements and wellness lifestyle offerings to foster deeper member connections.
• Analyze attendance, satisfaction scores, and KPIs to generate actionable insights that drive continuous program improvements.
• Experience Design & Program Innovation:
• Reimagine the format and delivery of fitness programs (e.g., Zumba, Yoga, Dance Fitness) to create fresh, motivating experiences.
• Upgrade physical workout environments by optimizing lighting, layout, and ambiance for an immersive atmosphere.
• Research industry trends and benchmark against leading brands to pilot innovative wellness concepts.
• Conduct regular class audits and facility walkthroughs to ensure premium quality and brand consistency.
• Platform & Operational Excellence:
• Partner with tech and marketing teams to enhance digital platform UX (app, website, booking) and ensure a seamless hybrid experience.
• Maintain high service standards across all touchpoints through effective stakeholder and partner collaboration.
• Drive clear communication strategies for wellness initiatives to ensure brand consistency across all member interactions.

Preferred Qualifications:

• Bachelor's degree in Sports Management, Marketing, Event Management, or a related field.
• 5-8 years of experience in customer/community experience, wellness, fitness, or events.
• Strong skills in stakeholder management, program execution, and experience design.
• Certification in Customer Experience (CX), Wellness, or Project Management is preferred.