Lead Voice of the Customer

About Urban Sports Club

Urban Sports Club is one of Europe’s top sports and wellness platforms, built to help people stay active and healthy. With a single membership, customers can access thousands of fitness and wellbeing experiences across multiple countries.

The company emphasizes that its people are central to its success. It also notes that Urban Sports Club has joined forces with Wellhub, forming a broader wellbeing ecosystem that now serves 39,000 corporate clients and 97,000 wellness partners in 18 countries, reaching millions of people.

The opportunity

This position is focused on shaping and improving the experience of members, partners, and clients across all brands. You will act as the link between customer expectations and what the business delivers, while guiding a team of CX Specialists to create a smoother customer journey.

Working closely with Product, Marketing, Finance, Sales, Engineering, and B2B teams, you will identify recurring issues and support a Contacts to Zero approach. The role is not just about handling issues as they arise; it is about improving the overall journey so that processes become simpler, more intuitive, and less dependent on support.

What you will do

• Review the full member and partner journey to spot pain points and raise the quality of the customer experience.
• Lead cross-functional projects that make internal workflows simpler and customer interactions more seamless.
• Work with Product, Engineering, Finance, Marketing, and B2B stakeholders to ensure new products and policies are ready from a customer experience perspective.
• Support the Contacts to Zero initiative by finding and removing the underlying causes of avoidable customer contacts.
• Turn customer feedback and CX data into clear business requirements and concrete product enhancements.
• Set, track, and maintain customer experience quality standards to deliver consistent service.
• Promote a customer-first culture and push for ongoing improvements throughout the organization.

What you need to succeed

• You are able to lead and grow a strong team while encouraging coaching, teamwork, and continuous development.
• You can tackle complex CX problems by diagnosing root causes and introducing long-term improvements to processes and products.
• You are comfortable driving change and building a customer-centric mindset across teams and stakeholders.
• You use CX data to generate practical insights that improve customer satisfaction and operational performance.
• You communicate clearly, present well, and influence decisions through strong stakeholder management skills.
• You have 3 to 5 years of experience in Customer Service or Customer Experience, including at least 2 years in a people leadership role, and a degree in Business, Communications, or a related subject.
• You are familiar with CRM tools such as Zendesk, CX analytics platforms, and AI-based technologies used to improve customer operations; frontline support experience and additional European languages are considered an advantage.

What’s in it for you

• Complimentary Urban Sports Club L Pro membership, plus discounts for friends and family.
• A flexible hybrid working model with a mix of office and remote work.
• Remote work for up to 120 days within the EU, the UK, and Switzerland, including up to 30 days outside the EU, plus the option to use desk-sharing at other European offices.
• 30 days of paid vacation each year, an extra 2 volunteering days, flexible working hours, and access to the mental health provider Open Up.
• An annual professional development budget of €1,000, along with internal training sessions and weekly German and English classes.
• Regular team and company activities, plus wellness-focused initiatives designed to support productivity, health, and engagement in a hybrid environment.

Equal opportunity statement

Urban Sports Club says it provides a friendly, safe, and welcoming workplace for all applicants and employees, regardless of sports preferences, gender, gender identity or expression, sexual orientation, disability, physical appearance, body size, race, age, or religion or non-religion.