Head of Membership, Sales and Retention | Leisure
Thames Ditton | Onsite
Overview
Our client is an Independent established (15 years) private, not-for-profit health club seeking a Head of Membership to manage a team of 5. You will have good Sales & Management experience, ideally in a similar environment, and be responsible for increasing membership growth.
Role and Responsibilities:
* To grow membership through the attraction & retention of members.
* Ensure the team of 5 are motivated and trained to achieve minimum standards in terms of leads, appointments, and sales using the sales dashboard.
* To support promotions and marketing campaigns in conjunction with the marketing manager.
* To support all aspects of the member journey including member onboarding, customer satisfaction, queries and complaints, cancellations, and retention.
Members
* Ensure member onboarding is processed correctly and within parameters.
* Coordinate with the marketing department for promotional activity.
* Handle complaints and member issues for your department and follow up in a timely manner.
* Liaise with marketing on the promotions and events calendar 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 procedures.
* Set team targets and monitor progress.
* Hold team meetings including daily huddles and weekly team meetings.
* Provide sales coaching.
* Manage people and performance for your team.
* Oversee training and development of your team.
* Facilitate effective communication.
Operations
* Ensure all membership contracts and sign-up procedures are administered correctly.
* Administer all sales reporting on a daily, weekly, and monthly basis.
* Manage monthly Direct Run and debt recovery.
* Coordinate with the service manager regarding DM shifts.
* Deliver end-of-month reports to the CEO & GM.
* Attend monthly SLT meetings.
* Manage health & safety for your department in conjunction with the H&S Manager.
* Perform Duty Manager shifts.
Finance
* Attend monthly P&L meetings.
* Conduct banking reconciliation, monthly Direct Debit run, and debt recovery.
* Forecast pricing & set annual budgets for the department in conjunction with the CEO & Finance.
* Assume ownership of departmental budgets with full accountability for P&L expectations.
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