About the Role
The Commercial Manager plays a part in the club’s commercial performance, driving membership growth, revenue and profitability through a premium, customer-focused sales strategy. The role involves inspiring and developing a high-performing team, optimising the member journey from first enquiry to long-term retention, and using data-driven insights to deliver exceptional commercial results and member experiences. The role sits within the Acquisition team.
Key Responsibilities
- Hold total accountability for the club’s commercial results, including membership revenue, net movement, POS value, total wallet size, sales volume, quality of sale, and sales mix.
- Drive corporate sales pipeline activity, strategic partnerships, lead flow, conversion optimisation, and full oversight of the prospect journey.
- Deliver accurate weekly and monthly commercial planning and activity modelling to support performance.
- Shift the team from mid-market, volume-based selling to a premium, value-driven model by positioning membership as a premium lifestyle and enhancing sales storytelling through personas, emotional drivers, and tailored value propositions.
- Coach the team to deliver short, elegant, emotionally resonant conversations and embed quality of sale measures into daily performance reviews.
- Ensure accurate CRM (Dynamics) usage, predictive insights, and data-led prioritisation to increase conversion, reduce drop-off, and grow POS value.
- Ensure delivery of the new member onboarding journey, including tailored onboarding within the first 7 days, persona-aligned welcome experiences, moments of generosity, and a curated 90-day graduation moment.
- Lead a high-performance culture by setting clear KPIs, delivering disciplined one-to-ones, coaching premium sales skills, and identifying and developing future talent.
- Lead by example during duty shifts, operational escalations, and member interactions, modelling exceptional standards at all times.
- Ensure operational and administrative excellence, including accurate membership administration, GDPR compliance, transparent reporting, and full CRM accuracy.
Required Experience & Qualifications
- Proven experience leading a high-performing commercial or sales team.
- Strong commercial acumen with the ability to interpret financial results and drive profitability.
- Strong people management and organisational skills, fostering a cohesive and high-performing team.
- A passion for hospitality and customer experience, with unwavering dedication to service standards.
- Excellent communication and interpersonal skills, with the ability to hold people accountable and drive performance.
- Flexibility to work early mornings, evenings, weekends, and holidays.
Workplace
- 40 hours per week
Benefits & Perks
- The opportunity to be part of a brand redefining the future of wellness.
- A premium environment with industry-leading facilities.
- Development and progression opportunities aligned to your level.
- Access to a vibrant, engaged member community.
- The platform to build your career, reputation and impact.
- 30 days (including bank holidays) annual leave, plus a Celebration Day – and we want you to take them.
- Access to The Peoples Pension, with employer contributions at 3%.
- Complimentary Virgin Active membership for you and a buddy, plus free membership for your children and the ability to take advantage of Club V.
- Discounts across Virgin Active, including guest passes and 50% off PT sessions.
- Membership of Virgin Family, with communication across Virgin Group and discounts including Virgin Atlantic, Virgin Holidays and Virgin Media/O2.
- 20% off food and drink at KAUAI branches located in clubs.
- Access to Salary Finance for loans, savings plans and personal finance support.
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Contact Details:
Global Sports Jobs Limited Recruitment Team
