Head Of Membership, Sales And Retention | Leisure

Head of Membership, Sales and Retention | Leisure

Thames Ditton | Onsite

£37k plus Bonus £49k OTE

Overview

Our client is an established (15 years) independent, not-for-profit health club seeking a Head of Membership to manage a team of 5. You will have strong sales and management experience, ideally in a similar environment, and be responsible for increasing membership growth.

Role and Responsibilities:

1. Grow membership through the attraction and retention of members.
2. Ensure the team of 5 is 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. Assist with all aspects of the member journey, including onboarding, customer satisfaction, queries and complaints, cancellations, and retention.

Members

1. Ensure member onboarding is processed correctly and within parameters.
2. Coordinate with the marketing department for promotional activity.
3. Handle complaints and member issues for your department and follow up in a timely manner.
4. Liaise with marketing on promotions and events calendar for lead generation.
5. Initiate member referral activity and incentives.
6. Work in conjunction with marketing and IT for all aspects of the member journey.

People

1. Conduct interviews for your department and follow recruitment procedures.
2. Set team targets and monitor performance.
3. Conduct team meetings, including daily huddles and weekly team meetings.
4. Provide sales coaching.
5. Manage people and performance for your team.
6. Facilitate training and development of your team.
7. Ensure effective communication.
8. Delegate tasks 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 the service manager regarding DM shifts.
5. Deliver end-of-month reports to the CEO and GM.
6. Manage department rostering cost-effectively.
7. Attend monthly SLT meetings.
8. Manage health and safety for your department in conjunction with the H&S Manager.
9. Oversee duty manager shifts.

Finance

1. Attend monthly P&L meetings.
2. Conduct banking reconciliation, monthly direct debit run, and debt recovery.
3. Forecast, price, and set annual budgets for the department in conjunction with the CEO and Finance.
4. Assume ownership of departmental budgets with full accountability for P&L expectations.

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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