Head of Membership, Sales and Retention

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