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Sales and Retention Manager Job Description
Responsible for the sales and membership management team and to play a key role in the development of membership sales and retention within the organisation.
To increase and maintain the fitness membership base of the centre.
• Prospecting, sales and closing new business
• Ability to perform cold calls to generate leads
• Perform analysis to qualify opportunities
• Customer service
• Excellent telephone skills
• Strong organization and time management skills
• Ability to multi-task
• Outgoing personality and strong interpersonal skills
• College degree required
1) Sales Management
1.1 Drive the development of best practice systems for dealing with initial sales enquiries and/or visits to facilities of prospective members, ensuring the positive promotion
1.2 Oversee quality control systems for the achievement of conversion rates from facility tours and telephone enquiries to appointments and sales, against monthly membership targets.
1.3 In consultation with the Group Fitness Manager ensure that all sales systems and initiatives remain cost effective.
1.4 Manage membership referral schemes in the pursuit of warm calling.
1.5 Constantly develop and improve referral mechanism.
1.6 Provide ‘on floor’ sales support as and when required at sites.
1.7 Provide support and guidance on non membership areas of the business as and when required.
1.8 To lead, motivate and manage the sales team to achieve company targets as set by the Group Fitness Manager.
1.9 To be responsible for the performance of the membership team and address any performance / staffing issues.
1.10 To assist with the recruitment and training of both new and existing staff.
1.11 To effectively and confidently fulfil the role and responsibility of a sales consultant.
1.12 To hold weekly one-to-one meetings with the sales team to set personal performance action plans.
1.13 To continually generate new business by co-ordinating corporate visits.
1.14 To be involved in the planning and implementation of Company promotions and outreach.
1.15 To compile a monthly sales rota to cover the business requirements as per instruction of the Group Fitness Manager.
2) Retention and Customer Care
2.1 Work with the Group Fitness Manager to design and develop systems and initiatives aimed at improving and maintaining customer retention.
2.2 Evaluate various organisational membership retention activities and advise managers as to their value.
2.3 Assist in the development and implementation of customer service initiatives.
2.4 Assist the Community Facility Managers to deal effectively with customer complaints and queries as they relate to membership management issues.
2.5 To deliver 10 Customer focused calls daily to pending cancellations and complaints.
3.1 Ensure that full auditable procedures and practices are in place for processing, storage and management of member information including financial information.
3.2 In liaison with the Group Fitness Manager and Business, Performance & Systems Manager monitor, develop and upgrade the XN membership system and other computerised membership systems / functions.
3.3 Liaise with internal and external contacts such as suppliers and user groups.
4) Management, Training and Development
4.1 Ensure the effective day to day management and leadership of the Sales and Membership Team, ensuring all objectives are met and the service provision attains the level required.
4.2 Direct involvement in the appraisal and performance management of the Sales and Membership Team, ensuring that standards of professionalism and integrity are maintained.
4.3 Develop the skills of staff within the team and ensure that they are trained and competent to effectively deal with customer requests and provide excellent customer service.
4.4 Ensure all staff are fully trained on systems and procedures to effectively perform their duties.
5.1 Pursue and promote corporate contacts in the area for all sites.
5.2 Assist in the development and promotion of schemes aimed at attracting as wide a proportion of the market as possible.
5.3 Undertake competitor analysis and report findings to the Group Fitness Manager as appropriate.
5.4 Contribute to membership campaigns / adverts / offers at aimed at raising fitness services profile and maintaining the branded image of these services.
5.5 Assist in campaigns that are designed to profile target areas and groups.
1 To undertake other such duties and responsibilities of an equivalent nature as may be determined by the Managing Director of the Trust from time to time in consultation with the post holder and, if he/she wishes, with the relevant Trade Union Representative.
2 To participate in any training initiatives, as trainer or trainer / trainer assessor, in relation to the duties of the post.
3 To provide cover as necessary in the absence of staff.