Customer Experience Manager

Curefit Healthcare Pvt Ltd, founded in 2016, is Indias largest fitness company and wellness platform. Cult, from the house of Curefit, was established with a mission to make fitness easy, fun and accessible to everyone, and has emerged as a community celebrating the joy of fitness. The brand today offers a range of fitness services ranging from group workouts, gyms and personalized fitness solutions, as well as an expansive selection of quality fitness products for the everyday athlete. The companys vision is to empower everyone towards an active and healthier lifestyle through innovative fitness solutions, enabled by technology.

Role Overview:

We are looking for a proactive and detail-oriented professional to oversee on-ground member experience and service quality across the centre. This role will ensure high standards of hygiene, equipment readiness, service ambience, and customer satisfaction through structured audits, feedback mechanisms, and cross-functional coordination.

Key Responsibilities

1. Experience & Facility Audits

• Conduct structured daily walkthroughs of all member-facing zones including gym floors, washrooms, group studios, reception, and locker areas.

• Monitor hygiene standards, equipment functionality, maintenance readiness, and overall service ambience in line with defined experience benchmarks.

• Maintain real-time documentation of equipment downtime, recurring defects, and repeat failures.

2. Cross-Functional Coordination

• Coordinate closely with facility, housekeeping, and maintenance teams to log issues and ensure timely resolution.

• Track issue closure and verify quality of corrective actions taken.

• Escalate systemic or recurring issues requiring leadership intervention.

3. Member Feedback & Experience Management

• Engage members pre/post workout sessions to capture qualitative feedback.

• Collect structured inputs on trainer interactions, crowding concerns, session experience, and behavioral gaps.

• Support analysis of recurring experience gaps and recommend improvement initiatives.

• Close the feedback loop with members on issue resolution and service recovery.

Key Skills & Qualifications

• 3+ years of experience in customer experience, operations, hospitality, retail, or fitness environments.

• Strong observation and analytical skills.

• Excellent interpersonal and communication skills.

• Experience in conducting audits, managing service standards, and driving quality improvements.

• Ability to coordinate with multiple stakeholders and ensure timely issue resolution.

• High attention to detail with a proactive problem-solving mindset.