Membership Manager in Feltham

About Lampton Leisure

Lampton Leisure is a community with health and wellbeing at our core. We understand everyone’s health journey is unique and personal to them, so we’re proud to offer a suite of fitness and wellbeing facilities for local people with all levels of experience. It is our mission to provide inclusive and safe environments, delivering supportive and expert advice to all ages, abilities, and backgrounds, providing an enjoyable customer experience across all our leisure centres in West London.

Why Join Lampton Leisure?

• We are LLW employer, offering annual pay reviews
• 22 days holiday allowance, plus bank holidays
• Free gym membership
• Enhanced Maternity and Paternity leave and Pension Scheme
• Exclusive Discounts - save with Lampton Rewards and EE mobile offers
• Staff wellbeing perks - online GP access, EAP, health testing, flu jabs, and eye care vouchers
• Sustainability Perks - cycle to work and electric car salary sacrifice scheme
• Career Growth – CPD training, structured development, and leadership opportunities

About the Job

As a Member Manager at Lampton Leisure, you will be responsible for leading the sales and customer service departments, ensuring the department drives new sales, retains existing customers and provides outstanding customer service to all new and existing customers.

Key Responsibilities

• Be accountable for individual and team sales for an assigned centre and achieving a team and individual sales target on a monthly basis.
• Lead and inspire the sales and customer relations teams with new customers, supporting the right choice of membership for each individual customer and servicing the needs of existing customers, looking at ways to improve retention and ensure they are getting the full use of their member benefits.
• Drive all revenue streams within the centre, including casual, swim school and gym memberships etc.
• Support the General Manager in the creation, implementation and review of the centre’s marketing and sales plan/tactics in line with the corporate marketing and sales strategy.
• Manage day to day site marketing activity and marketing budget, ensuring the effective and accessible distribution, display, and presentation of all promotional material within the centre and the surrounding areas.
• Ensure the marketing strategy and implementation is cascading down to all in the team.
• Support the preparation of annual service plans, financial plans and statistics.
• Prepare reports and key performance indicators for customer service areas, including sales performance and monthly client monitoring.
• Line management of a small team of sales consultants and customer relation advisors. Responsibilities for recruitment, induction, probation review, delivering training, appraisal, development, and performance management of staff, including one-to-ones.
• Maintain activity levels in all areas of telephone contacts on a daily basis, including reactive and proactive calling, follow-up calls, enquiry handling, 7 Day and 30 day calls and calls to previous members.

Experience and Qualifications Required

• Proven experience as a Sales Manager, ideally with experience in the leisure industry.
• Demonstrate a successful track record of managing and enhancing customer relationships and revenue, improving customer feedback, member retentions and motivating a team to achieve the business KPI’s every month.
• Experience in achieving performance targets and leading, motivating and supporting teams to achieve success.
• Good planning and organisational skills with experience in working to deadlines to achieve positive results and achieve performance targets.
• Customer-oriented mindset and experience managing customers’ needs.
• Excellent sales and negotiation skills.
• Experience working at pop-up stands/shops and traffic stopping customers.

Due to the needs of the business and the department, we may interview suitable candidates before the closing date. This job may also close early if a large number of applications are received. You are advised to submit your application as early as possible to avoid missing your chance to apply.

Diversity, equity and inclusion are at the heart of what we value as an organisation. Lampton Group is an equal opportunities employer and all qualified applicants will receive consideration for employment without regard to race, religion, sex, sexual orientation, age, disability or any other status protected by law. Our recruitment team are happy to support with any reasonable adjustments that are needed within the recruitment process.