Located in the heart of Thames Ditton, our private health club is not just another corporate gym. As a not-for-profit organisation, we pride ourselves on being welcoming, supportive, and independent. We provide a personalised approach to fitness and well-being, creating an environment where members and staff feel valued and inspired.
Job Purposes
* Grow membership through the attraction & retention of members.
* Ensure team is motivated and trained to achieve minimum standards in terms of leads, appointments, and sales using the sales dashboard.
* Support promotions and marketing campaigns in conjunction with the marketing manager.
* Assist 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.
* Coordinate with the marketing department for promotional activity.
* Handle complaints and member issues for your department, following up in a timely manner.
* Liaise with marketing on the promotions and events calendar for lead generation.
* Initiate member referral activity and incentives.
* Work 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.
* Focus on training and development of your team.
* Ensure 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 CEO & GM.
* Attend monthly SLT meetings.
* Manage H&S for your department in conjunction with the H&S Manager.
* Cover Duty Manager shifts.
Finance
* Attend monthly P&L meetings.
* Manage banking reconciliation, monthly Direct debit run, and debt recovery.
* Forecast, price, and set annual budgets for the department in conjunction with the CEO & Finance.
* Assume ownership of departmental budgets with full accountability for P&L expectations.
* Optimize efficiency and improve financial margins within legal parameters.
* Research, benchmark, and adopt best practices from similar businesses.
* Report to management on your department's performance.
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.
KPI’s:
* Membership growth.
* Achievement of budget.
* Member onboarding.
* NPS & ENPS.
Qualifications / Educational Requirements / Skills:
Solid sales & management experience, coupled with excellent communication skills.
Seniority level
Mid-Senior level
Employment type
Full-time
Job function
Sales and Business Development
Industries
Health, Wellness & Fitness
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