Senior Customer Experience Lead

Senior Customer Experience Lead

Fixed Term – 12 months

Be the person our instructors, partners and sponsored athletes count on. If you love solving customer problems hands-on and you’re also the one who fixes the process behind them, this role puts you at the heart of the action.

What you’ll be doing

• Personally manage and resolve instructor, partner and sponsored-athlete queries across channels, from first contact through to resolution
• Handle complex and sensitive escalations, working with the right teams to see issues through to closure
• Own partnership-related inquiries and technical support, including access, code and fulfilment issues
• Set the standard for response quality, tone and turnaround across the wider support team
• Enable Tier 1 support teams through training, playbooks and knowledge management
• Design and implement future-state support processes and a scalable operating model
• Track and report on support performance, using data and customer insight to drive improvements
• Act as the central liaison between Customer Support, Partnerships, Marketing, Digital, Technology, Operations and regional teams
• Represent the Voice of the Instructor in planning and leadership discussions, and spot operational and customer experience risks early

About You

You’re customer-obsessed, organised and comfortable rolling up your sleeves. You bring clear communication and a strong sense of urgency, and you enjoy working with others to solve problems and improve how things work.

You’ll shine if you have:

• A genuine passion for delivering great customer experiences
• Confidence handling escalations and tricky conversations with calm and care
• The ability to juggle multiple priorities and work across global teams
• A drive for operational excellence and continuous improvement
• The ability to influence and align stakeholders at all levels

Experience

• 5+ years in customer support or customer experience, including hands-on handling of complex queries and escalations
• Proven experience managing cross-functional programs or projects from planning through to delivery
• Experience owning support processes, knowledge bases or service tooling
• Background in fitness, wellness, or partnership and sponsorship programs is a bonus
• Familiarity with CX and ticketing platforms and support analytics is a bonus

About Les Mills
At Les Mills, unlocking and amplifying that inner drive to achieve our goals is something we’re not shy to say we’re great at. Today, Les Mills International’s programs are in 20,000 gyms across over 100 countries. Combined with the growth of our digital platform LES MILLS+, it’s an exciting time to join our global business.
Our mission is simple: to create a fitter planet.

You don’t need to be a fitness fanatic to fit in—but you’ll have the opportunity to make movement part of your day while growing your career in a purpose-led, high-performance environment.

What’s in It for You
We operate as a flexible, hybrid workplace, supporting a balance of working from home and in-office collaboration.

Inclusion & Belonging
We are a Gold Supporter of the Pride Pledge organization, committed to providing a flexible, diverse and inclusive environment.

We believe our people are the only way to help us work towards some steep growth goals and industry-leading innovations. If you’re excited about this role, we encourage people of all backgrounds to apply, even if you don’t meet every requirement. We might have something waiting in the wings that you’d be perfect for.

We value the concepts of togetherness, support, equity, and respect, and that begins with increasing diversity in our teams.