Customer Experience Manager - Japan

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.