Customer Experience Manager

Medifit Consultants Private Limited · 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.