Head of MembershipSales Retention

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 onboardingis processed correctly and within parameters

• Coordinate 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 signup 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

KPIs:

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

Qualifications / Educational Requirements/Skills:

Solid Sales & Management experience coupled with excellent communication skills

Required Experience:

Manager