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: Grow membership through the attraction and retention of members 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 To support promotions and marketing campaigns in conjunction with their 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 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 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 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 and 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 and 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 Their Values: Welcoming – They do things a little differently, they are not just another corporate gym Supportive – Of their community, members and each other – They genuinely care Independent – They are inclusive, unpretentious and trustworthy – Not for profit Their Personality: Motivated – Engaged, part of the family and driven to make a genuine contribution Friendly – Outgoing, enthusiastic and able to engage with both colleagues and customers Proud – Positive – has a ‘can do’ energy that brightens up those around them KPI’s of this role: Membership growth Achievement of budget Member onboarding NPS & ENPS The ideal candidate : Solid Sales and Management experience Excellent communication skills Our client offers an EXCLUSIVE bundle of company BENEFITS: Free membership at award-winning Health and Fitness Club (worth over £100 per month) Paid birthday leave Paid sickness leave Paid lunch break Ride to work scheme Discounts on hair and beauty (onsite salons) Discounts on food and drink when working Childcare discount where applicable Long-term service awards Apply today with an up-to-date CV.