Head of Membership,Sales

1 week ago


Thames Ditton, Surrey, United Kingdom Colets Health & Fitness Full time

Head of Membership,Sales & Retention - Thames Ditton, Surrey

Job Type: Full Time

Job Purposes

  • To grow membership through the attraction & retention of members 
  • Ensure team are motivated and trained to achieve min standards in terms of leads, appointments and sales with use of the sales dashboard  
  • To support promotions and marketing campaigns in conjunction with 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 Calander 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 monthly basis  
  • Manage monthly Direct Run and Debt recovery  
  • Coordinate with service manager regarding DM shifts  
  • Deliver end of month reports to CEO & 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 & 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  

Cultural / Values

Commit to the company values and personality.

Our Values:

  • Welcoming – We do things a little differently around here, 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

Our Personality:

  • Motivated – Engaged, part of the family and driven to make a genuine contribution
  • Friendly – Outgoing, enthusiastic and able to engage with both colleagues & customers
  • Proud – Positive – has a 'can do' energy that brightens up those around them

Be aware of the core business anchors of Colets and embed them into your department:

  • Create the right environment  
  • Create a Great place to work  
  • Go beyond customer satisfaction  
  • Personalise every journey  
  • Generate extra profit to fuel growth  
  • Commit to our goal of a unified Team & Growing the business  

KPI's:

  • Membership growth
  • Achievment of budget  
  • Member onboarding 
  • NPS & ENPS

Qualifications / Educational Requirements/Skills:

Solid Sales & Management experience, coupled with excellent communication skills



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