Head of Membership,Sales
1 week ago
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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