Member Experience Coordinator
Brazilian Jiu-Jitsu Academy | Self-Employed | Part-Time with Clear Progression to Full-Time
Valour Jiu-Jitsu HQ | Fulham, London
Help Shape the Member Experience at Valour
Valour Jiu-Jitsu is looking for an exceptional Member Experience Coordinator to take ownership of the experience of prospective and new members, while also supporting the wider day-to-day member experience across the academy.
This is not a traditional sales role.
Some days will involve preparing for and delivering introductions, guiding people through enrolment and following up with prospective members. On quieter days, or where introductions are cancelled or do not attend, you will be expected to proactively support the academy wherever your time can have the greatest impact.
That could mean reviewing previous leads in Go Lead Funnel, reading notes and communication history, re-contacting prospective members, supporting reception with upcoming graduations or events, preparing member information, checking that systems are up to date, or ensuring the academy is organised, welcoming and presented to the highest standard.
The role is ultimately about helping Valour grow, retain members and continually improve the experience people have with us.
What You’ll Be Responsible For
- Preparing for every introduction before prospective members arrive.
- Delivering the full Valour Introduction Experience.
- Welcoming prospective and existing members with warmth and professionalism.
- Guiding suitable prospective members through the enrolment process.
- Following up with people who attend an introduction but do not sign up immediately.
- Fully understanding and confidently operating Go Lead Funnel, including reviewing lead history, notes, communication and introduction bookings.
- Proactively reviewing previous and outstanding leads and identifying opportunities for appropriate follow-up.
- Working closely with our Lead & Member Success Coordinator and using their notes and handovers to ensure no strong opportunity is missed.
- Fully understanding and confidently operating TeamUp, our membership platform, including setting up and enrolling new members correctly.
- Keeping lead and membership information accurate and up to date.
- Supporting new members throughout their first 90 days.
- Building genuine relationships that encourage long-term membership.
- Helping reduce freezes and cancellations through excellent member support.
- Supporting reception and the wider team with graduations, seminars, events and other member-facing projects.
- Helping prepare for upcoming academy activities and ensuring important details are organised in advance.
- Maintaining an exceptionally welcoming, organised and presentable academy environment.
- Taking initiative during quieter periods rather than waiting to be given work.
- Continually looking for ways to improve member experience, retention, organisation and academy results.
This Role Requires Initiative
The workload will naturally vary from day to day.
If introductions are not booked, are cancelled or do not attend, this does not mean there is nothing to do.
You will be expected to immediately redirect your time towards other priorities that support the academy, including lead follow-up and re-engagement, reviewing previous enquiries, supporting reception, preparing for events and graduations, assisting new and existing members, improving academy presentation and completing outstanding member-experience tasks.
We are looking for someone who naturally sees what needs doing and takes ownership of it.
A Genuine Opportunity to Progress to Full-Time
We are deliberately starting this position on a part-time basis, but there is strong potential for it to become a full-time salaried role after the first 2–3 months.
We are looking for someone we can invest in for the long term. If during those initial months you demonstrate strong performance, ownership, reliability and a clear positive impact on enrolment, retention and the overall running of the academy, our intention would be to discuss moving you into a permanent full-time salaried position.
For the right person, this is therefore much more than a part-time opportunity. We are looking for someone who could grow into a significant long-term role within Valour as the academy continues to develop.
What We’re Looking For
We are looking for someone who is:
- Exceptionally conscientious and organised.
- Warm, confident and naturally good with people.
- Proactive and comfortable taking ownership.
- Someone who looks for what needs doing rather than waiting to be asked.
- Goal-oriented and motivated by achieving meaningful results.
- Able to communicate confidently with both adults and parents.
- Comfortable following up with prospective members.
- Confident learning and using digital systems.
- Able to move easily between enrolment, member support, reception support and academy organisation.
- Reliable and able to stay one step ahead.
- Ambitious about developing into a larger, potentially full-time role within the academy.
- Interested in becoming a long-term and important part of the Valour team.
Experience in customer service, membership, hospitality, sales, fitness or another people-focused environment would be valuable, but personality, attitude and ownership are more important to us than having the perfect CV.
How You’ll Make an Impact
You will play an important role in helping Valour grow by:
- Increasing successful enrolments.
- Following up consistently with prospective members.
- Ensuring strong leads do not get forgotten.
- Delivering every introduction to the Valour Standard.
- Supporting new members throughout their first 90 days.
- Helping improve member retention.
- Helping keep freezes and cancellations to a minimum.
- Supporting the smooth running of graduations, events and member experiences.
- Ensuring the academy always feels organised, welcoming and professionally presented.
Growing and strengthening the academy is a shared responsibility between this role, our Lead & Member Success Coordinator, reception and the wider Valour team.
Position Details
- Self-employed.
- Part-time initially.
- Approximately 24.5 hours per week.
- £1,450 per calendar month.
- Tuesday–Saturday.
- Permanent, long-term opportunity.
- Strong potential to progress into a full-time salaried position following the first 2–3 months, subject to performance and the needs of the academy.
Typical Hours
Monday: Off
Tuesday: 3:30pm–8:30pm
Wednesday: 3:00pm–8:00pm
Thursday: 3:00pm–8:00pm
Friday: 3:30pm–8:30pm
Saturday: 9:00am–1:30pm
There may occasionally be some flexibility, by mutual agreement, around introduction bookings, graduations and academy events.
How to Apply
Please send:
- Your CV.
- A short cover letter explaining why the role appeals to you and why you would be a great fit for Valour.
- A 2–3 minute video introducing yourself so we can get a feel for your personality.
If you are looking for an opportunity where you can prove yourself, grow your responsibility and potentially move rapidly into a full-time position, while becoming an important part of a growing academy and community, we would love to hear from you.
Pay: £14.00 per hour
Ability to commute/relocate:
- London SW6 3LQ: reliably commute or plan to relocate before starting work (preferred)
Application question(s):
- Tell us about the last time you finished your assigned work early. What did you do with the remaining time?
- Your introduction no-shows and you have 90 minutes left. What do you do first, and why?
Language:
Work authorisation:
- United Kingdom (required)
Work Location: In person
