Customer Experience Manager

About the Company

Curefit Healthcare Pvt Ltd, established in 2016, is a leading fitness and wellness business in India. Through Cult, the company aims to make fitness more approachable, enjoyable, and accessible, while building a community around active living. Its offerings include group workouts, gyms, personalized fitness solutions, and a broad range of fitness products for everyday athletes. The organization is focused on helping people lead healthier, more active lives with the support of technology-driven fitness solutions.

Role Summary

This position calls for a proactive, detail-focused professional to manage the member experience on the ground and uphold service quality across the centre. The role is centered on ensuring strong hygiene standards, equipment readiness, a positive ambience, and high customer satisfaction through regular audits, feedback collection, and coordination across teams.

Key Responsibilities

• Perform daily structured checks across all areas visible to members, including the gym floor, washrooms, group studios, reception, and locker rooms.
• Review cleanliness, equipment performance, maintenance preparedness, and the overall service environment against defined experience standards.
• Keep up-to-date records of equipment outages, repeated issues, and recurring breakdowns.
• Work closely with facilities, housekeeping, and maintenance teams to document problems and drive quick resolution.
• Follow up on issue closure and assess whether corrective actions have been properly completed.
• Escalate repeated or larger operational concerns that need leadership attention.
• Interact with members before and after workouts to gather meaningful feedback about their experience.
• Capture structured observations about trainer behavior, crowd levels, session quality, and any service-related gaps.
• Review repeated experience issues and contribute ideas for improvement.
• Ensure members are kept informed about the resolution of concerns and any service recovery steps.

Experience and Qualifications

The ideal candidate should bring at least 3 years of experience in customer experience, operations, hospitality, retail, or a fitness-related environment. They should demonstrate strong observation and analytical ability, along with excellent communication and people skills. Prior exposure to audits, service standards, and quality enhancement initiatives is important. The role also requires the ability to work with multiple stakeholders, follow through on resolutions, and maintain a highly detail-oriented and proactive approach to problem-solving.

Additional Information

This is an on-site full-time role based in Delhi, India.