About the role
Are you a relationship-driven, commercially savvy professional who thrives on building partnerships, delivering value, and driving growth?
Join Les Mills Japan as a Customer Experience Manager, and play a pivotal role in strengthening partner relationships, accelerating growth, and delivering exceptional experiences across our club network.
In this highly impactful role, you’ll own a defined territory of partners — acting as a trusted advisor who combines data, commercial insight, and genuine relationship-building to drive retention, loyalty, and revenue growth — all while contributing to our mission to create a fitter planet.
In this impactful role, you will:
• Develop and execute data-driven territory plans to drive growth and performance • Identify, build, and convert new club opportunities to strengthen your pipeline • Maintain clear visibility of sales activity, pipeline, and performance outcomes • Build strong, trusted relationships with club partners across your territory • Drive program adoption, upsell opportunities, and revenue growth • Proactively manage at-risk partners and implement retention strategies • Deliver partner performance reviews and business insights sessions • Provide schedule and program analysis to improve club outcomes • Create value through webinars, insights, and strategic conversations • Maintain accurate and up-to-date partner activity in Salesforce • Use data and reporting to identify trends, risks, and growth opportunities • Translate insights into practical, commercial partner recommendations • Collaborate cross-functionally to deliver a consistent, high-quality customer experience • Live and breathe the Les Mills values: United, Be Brave, Change the World
Success in this role means:
• Growth, retention, and loyalty KPIs are consistently achieved or exceeded • NPS and customer satisfaction improve measurably • Strong, trusted relationships are built across your partner network • Territory plans deliver clear, measurable revenue and program growth • Partners increase their adoption and depth of Les Mills programs • Cross-team collaboration is seamless and effective • You are seen as a trusted, proactive advisor by partners and colleagues
Who you are:
• Proven experience in B2B sales and account management • Strong track record in customer acquisition, retention, and growth • Skilled at building long-term, trust-based relationships • Confident engaging and influencing senior stakeholders • Comfortable using data and insights to inform decisions and conversations • Highly accountable, organized, and able to manage multiple priorities • Collaborative, solutions-focused, and energized by customer-facing work • Passionate about fitness, sport, or active lifestyles • Thrive in a fast-paced, change-driven environment
What sets you apart:
Drive – You are motivated by purpose, take ownership, and consistently deliver results with energy and resilience.
Curiosity – You ask questions, seek to understand, and continuously look for better ways to grow partners and improve outcomes.
Insight – You balance data with real-world understanding, seeing both the detail and the bigger commercial picture.
Courage – You back yourself, take smart risks, and do the right thing — even when it’s not the easiest path.
Impact – You deliver meaningful results while strengthening relationships and elevating those around you.
About Les Mills
Les Mills has been delivering life-changing fitness experiences since 1968. Today, our world-leading group fitness programs inspire millions of people every week across more than 100 countries.
Everything we do is driven by our purpose: to create a fitter planet. Our values — United, Be Brave, Change the World — shape how we work, collaborate, and grow.
What’s in it for you:
• Permanent, full-time role based in Tokyo • Opportunity to work with a globally recognized, purpose-driven brand • High-impact role with ownership of partner growth and experience • Collaborative, passionate, and high-performing team culture • A workplace that supports growth, wellbeing, and development • Flexible ways of working aligned to business needs
We believe great teams are built through belonging, equity, and representation. If this role excites you — even if you don’t meet every requirement — we encourage you to apply.
Ready to make an impact? Join us and help shape the future of fitness in Japan.
