Head of Membership, Sales and Retention
Contract: Full time, Permanent
Salary: GBP39,000 + 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 GBP100 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.