Head of Membership,Sales & Retention - Thames Ditton, Surrey
Job Type: Full Time
Job Purposes
* To grow membership through the attraction & retention of members
* Ensure team are motivated and trained to achieve min standards in terms of leads, appointments and sales with use of the sales dashboard
* To support promotions and marketing campaigns in conjunction with marketing manager
* To support with all aspects of the member journey including member onboarding, customer satisfaction, queries and complaints, cancellations and retention
Role and Responsibilities:
Members
* Ensure Member onboarding is processed correctly and within parameters
* Co-ordinate with the marketing department for promotional activity
* Handling complaints, member issues for your department and following up in a timely manner
* Liaise with marketing on the promotions and events Calander for lead generation
* Initiate member referral activity and incentives
* Work in conjunction with marketing and IT for all aspects of the member journey
People
* Conduct interviews for your department and follow recruitment procedure
* Set team targets and monitor
* Team meetings including daily huddles, weekly team meetings
* Sales coaching
* People / Performance Management for your team
* Training and Development of your team
* Effective communication
* Effectively delegate
* Manage staff incentives / commission targets
Operations
* Ensure all membership contracts and sign-up procedures are administered correctly
* Administer all sales reporting on a daily, weekly monthly basis
* Manage monthly Direct Run and Debt recovery
* Coordinate with service manager regarding DM shifts
* Deliver end of month reports to CEO & GM
* Manage department rostering cost effectively
* Attend monthly SLT Meetings
* Manage H&S for your department in conjunction with the H&S Manager
* Duty Manager shifts
Finance
* Attend monthly P&L Meetings
* Banking reconciliation, monthly Direct debit run and Debt recovery
* Forecasting, pricing & setting of annual budgets for the department in conjunction with the CEO & Finance.
* Assume ownership of departmental budgets with full accountability for P&L expectations.
* Optimise efficiency and improve financial margins within legal parameters.
* Research, benchmark and adopt best practice from similar businesses.
* Responsible for reporting to management on your department
Cultural / Values
Commit to the company values and personality.
Our Values:
* Welcoming – We do things a little differently around here, not just another corporate gym
* Supportive – Of our community, members and each other – We genuinely care
* Independent – We are inclusive, unpretentious and trustworthy – Not for profit
Our Personality:
* Motivated – Engaged, part of the family and driven to make a genuine contribution
* Friendly – Outgoing, enthusiastic and able to engage with both colleagues & customers
* Proud – Positive – has a ‘can do’ energy that brightens up those around them
Be aware of the core business anchors of Colets and embed them into your department:
* Create the right environment
* Create a Great place to work
* Go beyond customer satisfaction
* Personalise every journey
* Generate extra profit to fuel growth
* Commit to our goal of a unified Team & Growing the business
KPI’s:
* Membership growth
* Achievment of budget
* Member onboarding
* NPS & ENPS
Qualifications / Educational Requirements/Skills:
Solid Sales & Management experience, coupled with excellent communication skills