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- Develop and implement innovative strategies to boost membership retention across all sites
- Lead a high-performing team to deliver exceptional customer service at every touchpoint
- Manage sales, bookings, and customer inquiries with expertise and efficiency
- Conduct targeted outreach to at-risk members, turning potential cancellations into renewal opportunities
- Design and execute a comprehensive onboarding program for new members to ensure long-term engagement
- Handle multi-channel customer communications (phone, email, live chat) with professionalism and care
- Consistently meet and exceed retention targets through persuasive sales techniques and relationship building
- Optimise reception operations to ensure a seamless customer experience
- Collaborate on lead generation initiatives and maintain an accurate, up-to-date customer database
- Proven track record in customer service and sales, with a focus on retention strategies
- Exceptional communication skills, both written and verbal
- Strong leadership abilities with experience motivating teams to achieve ambitious goals
- Advanced negotiation and problem-solving capabilities
- Ability to thrive in a fast-paced environment with excellent organisational skills
- Genuine passion for the leisure industry and commitment to service excellence
- Competitive hourly rate of £18-£19
- Training and career development opportunities
- Convenient onsite parking
- Generous pension scheme
