Head of Membership, Sales and Retention
Contract: Full time, Permanent
Salary: £39,000 + bonuses OTE
Our client, an independent, not-for-profit health club nestled in the heart of Thames Ditton, is looking to recruit a Head of Membership, Sales and Retention. Their state-of-the-art facilities include a 25m pool, fully equipped gym, squash courts, nursery and junior provisions.
As their Head of Membership, Sales and Retention your key objectives would be:
1. Grow membership through the attraction and retention of members
2. Ensure the team is motivated and trained to achieve minimum standards in terms of leads, appointments and sales with the use of the sales dashboard
3. Support promotions and marketing campaigns in conjunction with their Marketing Manager
4. Support with all aspects of the member journey including onboarding, customer satisfaction, queries and complaints, cancellations and retention
Role and Responsibilities:
Members:
1. Ensure member onboarding is processed correctly and within parameters
2. Co-ordinate with the marketing department for promotional activity
3. Handle complaints and member issues for your department and follow up in a timely manner
4. Liaise with marketing on the promotions and events calendar for lead generation
5. Initiate member referral activity and incentives
6. Work in conjunction with marketing and IT for all aspects of the member journey
People:
1. Conduct interviews for your department and follow recruitment procedure
2. Set team targets and monitor
3. Conduct team meetings including daily huddles and weekly team meetings
4. Provide sales coaching
5. Manage people and performance for your team
6. Oversee training and development of your team
7. Ensure effective communication
8. Delegate effectively
9. Manage staff incentives and commission targets
Operations:
1. Ensure all membership contracts and sign-up procedures are administered correctly
2. Administer all sales reporting on a daily, weekly and monthly basis
3. Manage monthly Direct Run and Debt recovery
4. Coordinate with the Service Manager regarding DM shifts
5. Deliver end of month reports to CEO and GM
6. Manage department rostering cost effectively
7. Attend monthly SLT Meetings
8. Manage H&S for your department in conjunction with the H&S Manager
9. Fulfill Duty Manager shifts
Finance:
1. Attend monthly P&L Meetings
2. Handle banking reconciliation, monthly Direct debit run and Debt recovery
3. Forecast, price and set annual budgets for the department in conjunction with the CEO & Finance
4. Assume ownership of departmental budgets with full accountability for P&L expectations
5. Optimize efficiency and improve financial margins within legal parameters
6. Research, benchmark and adopt best practice from similar businesses
7. Report to management on your department
Their Values:
1. Welcoming – They do things a little differently, they are not just another corporate gym
2. Supportive – Of their community, members and each other – They genuinely care
3. Independent – They are inclusive, unpretentious and trustworthy – Not for profit
Their Personality:
1. Motivated – Engaged, part of the family and driven to make a genuine contribution
2. Friendly – Outgoing, enthusiastic and able to engage with both colleagues and customers
3. Proud – Positive – has a ‘can do’ energy that brightens up those around them
KPI’s of this role:
1. Membership growth
2. Achievement of budget
3. Member onboarding
4. NPS & ENPS
The ideal candidate:
1. Solid Sales and Management experience
2. Excellent communication skills
Our client offers an EXCLUSIVE bundle of company BENEFITS:
1. Free membership at award-winning Health and Fitness Club (worth over £100 per month)
2. Paid birthday leave
3. Paid sickness leave
4. Paid lunch break
5. Ride to work scheme
6. Discounts on hair and beauty (onsite salons)
7. Discounts on food and drink when working
8. Childcare discount where applicable
9. Long-term service awards
Apply today with an up-to-date CV.
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