Head of Member Experience

Head of Member Experience

For nearly 20 years, Heartcore has helped people feel stronger, more connected and more at home in

their bodies. This role is here to protect that legacy and take it further by noticing what’s working,

spotting what could be better, and bringing new ideas for how our community can feel even more at

home with Heartcore. It’s about more than “member experience” in the traditional sense. It’s about

the feeling people leave with, the relationships they build here, and the reasons they choose to keep

Heartcore in their life.

The Role

As Head of Member Experience, you are the voice of the member inside Heartcore and the thread that

connects our studios, Hub and central team. Guided by our Founder + CEO, you’ll make sure our

experience feels warm, personal, consistent and unmistakably Heartcore across every touchpoint, while also leading the Personal Training and Private Events offering in a way that supports deeper

relationships, stronger retention and a more meaningful connection to the brand. You’ll help turn first

visits into familiar rituals, regular attendance into real connection, and “I go to Heartcore” into “I

belong at Heartcore”.

• You create a warm, consistent presence across all studios, building a real understanding of our members and the patterns behind how they move with us.
• You shape thoughtful, human journeys from first visit to long-term loyalty through to noticing when someone is losing momentum and find meaningful ways to bring them back in.
• You guide the Heartcore Hub team so every interaction feels personal, polished and unmistakably Heartcore.
• You lead the Personal Training and Private Events department on site, making sure both are run with care, consistency and a strong sense of purpose within the wider member journey.
• You’ll help to identify where a member may benefit from more tailored support, whether through Personal Training, a private session or another more individual touchpoint, and help teams introduce that in a way that feels natural and helpful.
• You continually bring and test new ideas for how we welcome, support and celebrate our members in ways that feel simple, human and very Heartcore.What You’ll Be Doing

Leading Strategy

• Track member attendance, retention and drop-off in ways that help us understand behaviour, not just numbers.
• Use those insights to spark new ideas for experiences, offers and touchpoints that genuinely support how people want to move with us.
• Turn patterns into clear actions: what we’re noticing, what it means and where we should respond.
• Work to refine our CRM journeys, defining the member need and shaping the right moments of contact.
• Monitor engagement with Personal Training and Private Events as part of the wider member journey, looking at where these moments deepen loyalty, improve confidence, support consistency or help bring someone back in.
• You’ll work closely with Operations, Education, People and Marketing, always bringing the member perspective into the conversation and helping the business respond in ways that feel both human and commercially sound.

Leading the Hub

• You make sure the Hub feels like an extension of the in-studio experience: warm, calm, thoughtful, clear and commercially aware.
• You support the Hub team across email, phone, Instagram and live chat, setting the tone for daily communication, responsiveness and service recovery.
• Through a deep understanding of our operating systems and policies you ensure the Hub can confidently support bookings, questions and all member conversations.
• You create new systems to lead Personal Training and Private Events with the same clarity and care as every other part of the Heartcore experience
• Knowing the value of every member, you guide and upskill the Hub team so that they feel confident in managing complex and challenging member situations. Where possible, your goal is to turn these moments around through understanding, connection and compassion.In Studios
• Spending time across our locations each week, you build trusted relationships with members and teams.
• You help teachers feel more connected to the people in front of them: who is new, who needs reassurance, who may need a little more care.
• Notice the small details that shape how the experience feels and help raise the standard across every studio and touchpoint.
• Support studio teams in recognising when a member might benefit from Personal Training or a more bespoke route into Heartcore, especially where confidence, injury history, goals or consistency may be a factor.
• Oversee the in-studio delivery of Private Events so they feel thoughtful, smooth and aligned with the Heartcore brand, whether they are member moments, community gatherings or commercially valuable studio bookings.

With Members

• Welcome new members in a way that feels warm, clear and personal.
• Help people find their own rhythm with Heartcore, especially in their first 30 days, since the introductory period is often where long-term retention is won or lost in boutique fitness.
• Create thoughtful touchpoints that feel considered rather than scripted.
• Design gentle “we’d love to see you” moments for members who are visiting less often or have taken a step back.
• Trial new ways for members to connect with Heartcore, from small surprises to more intentional community moments, because shared experiences outside class can strengthen retention and belonging.
• Develop simple and friction-free ways to encourage members to leave positive reviews and meaningful testimonials.
• Introduce opportunities for more personalised support, including Personal Training, private sessions and curated event moments, where they genuinely add value to a member’s experience.

What Success Looks Like

Within your first year, we’ll feel and see:

• New members settling in more quickly and returning more consistently.
• Clear journeys for new, regular, returning and at-risk members.
• Fewer avoidable drop-offs and stronger reconnection with those who have drifted away.
• Studios feeling more informed about who is in the room and what support people may need.
• Personal Training and Private Events becoming a more thoughtful, visible and useful part of the member journey.
• A confident, energised Hub team delivering consistently thoughtful member care.
• Heartcore continuing to evolve in small but meaningful ways because you are always asking, “what could we do better here?”
• Your core levers and KPIs will be member retention, increasing repeat attendance, reactivation of lapsed members, overall member satisfaction, positive google reviews, Personal Training uptake where appropriate, Private Events performance, Hub standards and the overall strength of our community.

Who You Are

You are part host, part strategist, part coach – someone who combines warmth, sharpness, intuition

and clear structures. You’re naturally curious about how things could feel better, and you enjoy coming up with ideas and then turning them into something real.

You:

• Build trust easily and genuinely.
• Are as comfortable on a studio floor as you are discussing numbers and patterns.
• Notice when someone is thriving, wobbling or quietly falling away, and know how to respond with care.
• Love noticing tiny friction points and imagining better, more meaningful ways through them.
• Enjoy brainstorming, prototyping and iterating; you don’t wait to be briefed, you bring ideas.
• Can turn feedback and data into clear priorities, practical ideas and simple systems.
• Have experience leading teams and helping people grow into a high standard.
• Understand how to balance care with commercial instinct and can spot when a more individual offering such as PT or a private session could make someone feel more supported, more successful or more connected.

You’ve Likely Done This In

• Hospitality + Member’s clubs.
• Boutique fitness or wellness.
• Customer success or client experience within a people-led brand.
• A role where service, standards, retention and relationship-building all mattered at once.

Most importantly, you care about creating a place people feel part of, not just a place they pass

through.

If you are keen to explore this opportunity further, we’d love to hear from you.

Please connect with Ashleigh Stirling, our Head of People via ashleigh@weareheartcore.com sharing

your CV and a short cover letter about why the role excites you.