Head of Membership, Sales and Retention | Leisure
Location: Thames Ditton | Onsite
Salary: 37k plus Bonus 49k OTE
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:
1. Grow membership through the attraction & retention of members.
2. Ensure team of 5 are motivated and trained to achieve minimum standards in terms of leads, appointments, and sales using the sales dashboard.
3. Support promotions and marketing campaigns in conjunction with the marketing manager.
4. Support all aspects of the member journey including onboarding, customer satisfaction, queries and complaints, cancellations, and retention.
5. Ensure member onboarding is processed correctly and within parameters.
6. Coordinate with the marketing department for promotional activity.
7. Handle complaints and member issues for your department and follow up in a timely manner.
8. Liaise with marketing on promotions and events calendar for lead generation.
9. Initiate member referral activity and incentives.
10. Work in conjunction with marketing and IT for all aspects of the member journey.
People Management:
1. Conduct interviews for your department and follow recruitment procedures.
2. Set team targets and monitor performance.
3. Hold 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 service manager regarding DM shifts.
5. Deliver end of month reports to CEO & 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. Perform Duty Manager shifts.
Finance:
1. Attend monthly P&L Meetings.
2. Conduct banking reconciliation, monthly Direct debit run, and debt recovery.
3. Forecast, price & 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.
Note: CCS | Compass Corporate Services is a division of Compass Recruitment Solutions and is acting as a Recruitment Consultancy for this permanent vacancy; we offer £200 worth of John Lewis Vouchers for each successful recommendation.
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