Head of Membership, Sales and Retention
| Posting date: | 27 February 2025 |
|---|---|
| Salary: | £39,000 per year |
| Hours: | Full time |
| Closing date: | 29 March 2025 |
| Location: | Thames Ditton, KT7 0PW |
| Remote working: | On-site only |
| Company: | Get Staffed Online Recruitment Limited |
| Job type: | Permanent |
| Job reference: | ENH-5955-1 |
Summary
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 EXCLUSIVEbundle of company BENEFITS:
- Free membership ataward-winningHealth and FitnessClub (worth over £100 per month)
- Paid birthday leave
- Paid sickness leave
- Paid lunch break
- Ride to work scheme
- Discounts on hair and beauty (onsitesalons)
- Discounts on food and drink when working
- Childcare discount where applicable
- Long-term service awards
Apply today with an up-to-date CV.