Member Success Agent

Amsterdam | Full-time (40 hours), HQ-based

You are a Member Success Agent. Your job is not telesales. Your job is to be the human being who picks up the phone the moment a member decides to leave, understands what actually went wrong, and — where we can — fixes it so they choose to stay. Retention is the outcome. Genuine care and a good conversation are the method. If a member leaves anyway, you still win the day if you understand exactly why, because that tells the whole business what to fix next.

What you’ll do

• Call members who have just cancelled — fast, ideally within two hours — to understand their reason and win them back where it’s right for them.
• Listen first. Diagnose the real reason behind the cancellation, not just the surface one.
• Solve problems and, when needed, offer a fitting retention solution from a clear menu.
• When there’s spare capacity, call members close to their contract end to extend them.
• Log every conversation cleanly — reason, outcome, and what you offered — so we learn from all of it.
• Follow up by email or WhatsApp with the details, so the member has everything in writing.

Who you are

• Warm, genuine and unhurried on the phone. People feel you’re on their side.
• A good listener who asks one more question before jumping to a solution.
• Comfortable with a target, but never at the cost of the member’s experience.
• Organised — you log as you go and keep your notes clean.
• Bonus: you already know and train at TrainMore, so the brand is second nature.

We Offer

• 25 + 1 (your birthday) holidays per year (based on full-time employment).
• Pension plan to support your future with Vive.
• Unlimited access to all our first-class locations (TrainMore, ClubSportive, Gymbox, etc.) for you and a +1.
• Work in Club Programme & Remote work options (10 working days per year).
• Unlimited access to mental wellbeing support via OpenUp. About Urban Gym Group

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A world leading fitness group

We’ve been pushing the boundaries of what we can do to empower our community to get the most out of themselves.

In doing so we create places in communities with a purpose, where people come to transform their lives from good to great.

We place our community left, right and centre in everything we do. By tailoring our future facing and innovative urban gym concepts to their specific needs, we offer them the care, the energy and the challenge they need to create an ever-healthier lifestyle.

Application proces

01

Apply

Send us your CV and cover letter; we read every one personally. Whether you're the right fit or not, you'll always hear back from us. 02

Come and meet us

The process depends on the role you're going for. Most candidates start with a Recruitment interview, followed by an interview at one of our clubs or an invitation to a Club Recruitment Day. Applying for a trainer or performer role? We'll invite you to our next academy instead. 03

Are we right for each other?

We're on a mission to reinvent fitness, and that takes the right people. We look beyond the CV: character, drive and ambition matter just as much as experience. This is a two-way conversation: you should leave knowing whether this is the place for you too. 04

The offer

When we know, we move fast. You'll receive an offer with everything you need to get started; If things don't work out this time, we will offer you feedback.