Head of Membership, Sales and Retention

Contract: Full time, Permanent

Salary: £39,000 + bonuses OTE

We re an independent, not-for-profit health club nestled in the heart of Thames Ditton, and are looking to recruit a Head of Membership, Sales and Retention. Our state-of-the-art facilities include a 25m pool, fully equipped gym, squash courts, nursery and junior provisions.

As our 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 our 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

Our Values:

• Welcoming We do things a little differently, we are 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

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

We offer 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.