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Head of Membership, Sales & Retention - Thames Ditton, Surrey
Client: Colets Health & Fitness
Location: Thames Ditton, United Kingdom
EU work permit required: Yes
Job Description:
Job Type: Full Time
Job Purposes:
* To grow membership through the attraction & retention of members
* Ensure team are motivated and trained to achieve minimum standards in terms of leads, appointments and sales with use of the sales dashboard
* To support promotions and marketing campaigns in conjunction with the 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
* 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
* Hold team meetings including daily huddles and weekly team meetings
* Provide sales coaching
* Manage people/performance for your team
* Oversee 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 & 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 practice from similar businesses
* Report 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
* Personalize every journey
* Commit to our goal of a unified Team & Growing the business
KPI’s:
* Membership growth
* Achievement of budget
* Member onboarding
* NPS & ENPS
Qualifications / Educational Requirements / Skills:
Solid Sales & Management experience, coupled with excellent communication skills.
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