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 that bring the space to life. We’re a team of motivators, inventors, and coaches; always striving to grow and evolve. It’s not just a job, it’s a lifestyle. We inspire our members to fulfil their lives and they rely on us…and we wouldn’t have it any other way. This is our space. With the opening of brand new, extraordinary clubs in inspiring locations across London, alongside the development of our digital offering, this is the time to come on board the Membership team at a company that genuinely strives to be the Best in Class. We’re looking for a Senior Membership Support Manager who will work between our Support Offices (in Canary Wharf & Soho) and the clubs. This is a brand-new role to the business reporting into the Head of Membership and supporting the Membership team. With the great success we’ve had with our continued growth, one that will support and drive the delivery of the exceptional service to our members. As Senior Membership Support Manager, you'll oversee the day-to-day central member experience, optimising contact activities throughout the member lifecycle. Your role will ensure effective and high-quality resolutions for all queries and complaints. Additionally, you will support our Membership Support Managers, helping them maximise their teams' performance and maintain a balance between proactive and reactive contact, ensuring fast and accurate responses. As a Senior Membership Support Manager you will be responsible for: Leading & developing a team of Membership Support Managers, including 121s, performance reviews and continuous development Reporting, monitoring and analysing performance metrics and KPIs to enhance member experience Working closely with the Head of Membership to ensure processes, implementations and services are being delivered within SLA to the highest standard Delivering systems training, adhoc projects and workstreams in line with the company mission & vision Working closely with internal stakeholders both centrally and in club to ensure alignment and consistency in delivery The ideal candidate will have experience in a similar role & environment, able to manage difficult conversations and take accountability for ensuring the delivery of member experience is held to the highest standard. Skills and attributes required: Strong leadership, communication, and influencing skills Background in customer service, preferably contact centre environment Proficiency in multiple communication channels (email, direct mail, social media, SMS) Excellent analytical skills and clear communication of results Experience with CRM system, including configuration and reporting, preferably HubSpot Confident self-starter with excellent communication skills Strong policy and procedure writing skills and keen attention to detail Enjoy working in an agile environment and being a team player This is a full time role working 40 hours a week based from our two central sites, Canary Wharf & Golden Square in Soho. The role will involve shift work including 08:00 starts, 20:00 finishes and weekends on a rota basis.