REPORTING TO:
General Manager/Head of Operations
JOB PURPOSE
The Sales & Operations Manager (SOM) is accountable for managing the club’s sales strategy and performance; and managing the club’s operational processes and standards.
The SOM is accountable for leading; coaching and managing the team to deliver the club’s sales strategy to achieve new member sales and net member sales targets, along with managing the club’s health and safety; cleaning processes to deliver a safe and enjoyable member experience of the highest standard.
They have a responsibility in delivering the club’s mission statement by pioneering exceptional member service standards, to aid member retention and uphold the club’s reputation.
SALES ACCOUNTABILITIES
· The main contributor in delivering new member sales and achieving the club’s associated sales KPIs.
· Assist the General Manager (GM) in planning and delivering the monthly sales forecast, to meet the sales target, set by the Head of Group Operations.
· Achieve the monthly sales target and year on year growth.
· Proactively re-strategise the monthly sales forecast in instances where the club’s monthly new member sales are behind the month-to-date target. As necessary, increase the club’s outreach to gain additional leads to achieve the monthly target.
· Grow the club’s member base by proactively managing the club’s net member movement (NMM) figure, through an effective sales strategy and retention control.
· Gain feedback from members requesting to cancel their membership, using this information to improve services and facilities going forward.
· Grow the club’s corporate member base through affective outreach and building strong relationships with local businesses.
· Must have the confidence and ability to initiate and sustain face-to-face relationships with local businesses to drive the corporate membership base.
· Consistently track and frequently review the eligibility of members on a discounted membership. All discounted memberships require (in-date) proof of eligibility attached to their account (e.g. student identification; Blue Light identification; valid proof of employment for corporate members).
· Keep up to date with local competitor activity, to be communicated to the team through SWOT analysis.
· Coach the team on how to use the SWOT analysis when objection handling, of prospective members.
· Use the CMS’s appointment diary affectively to secure tour bookings and new member sign-ups.
· Review and manage the sales tour booking process: incoming enquiry; confirm booking; action the tour; new member sign up/follow up with prospective members that didn’t sign up.
· An effective Duty Manager during designated shifts. Refer to Duty Manager job description for accountabilities.
· Must be able to work closely with the gyms Social Media and marketing consultants and the Fitness manager to produce viable online content.
· Complete all reasonable requests of the General Manager in support of the business. This is not an exhaustive list.
· Duty Management.
OPERATIONAL ACCOUNTABILITES
· Lead and manage the club team in delivering consistently high standards in cleaning; maintenance; and health and safety, across all areas.
· Affectively train, coach and manage the cleaning team to complete all scheduled and adhoc cleaning tasks.
· Review the daily cleaning schedule to ensure all tasks are complete and root cause any reasons for incomplete tasks.
· Demonstrate keen attention to detail when reviewing the club standards and resolving all adhoc issues, spotting potential issue before they escalate.
· Support GM in the performance management of underperforming colleagues.
· Review and maintain sufficient stock levels of retail items; cleaning products; pool plant products; and first aid supplies.
· Coach the team on daily plant room activities, such as pool test and reactive measures.
· Conduct daily and weekly scheduled preventive maintenance within the plant room and poolside areas, to ensure the quality and availability of all facilities.
· React swiftly to adhoc pool plant issues.
· Liaising with the General Manager, identify; report; and prioritise general maintenance issues, adhering to the periodic maintenance budget.
· Implement and communicate the club’s risk assessments.
· Complete weekly health and safety tasks, including fire alarm tests; panic alarm tests and legionella checks.
· Complete monthly health and safety tasks, including fire door and extinguisher visual checks and legionella checks.
· Retain and achieve safe and legal records; job sheets; service visits; and all other operational records.
· An effective Duty Manager during designated shifts. Refer to Duty Manager job description for accountabilities.
· Complete all reasonable requests of the General Manager in support of the business. This is not an exhaustive list.
· Duty Management.
LEADERSHIP ACCOUNTABIITES
· Analyse the root cause of problems and challenges, responding proactively while remaining resilient.
· Lead by example, in setting a professional tone on which the business operates.
· Complete all reasonable requests of the Head of Group Operations in support of the business. This is not an exhaustive list.
Pay: £29,640.00 per year
Benefits:
- Company pension
- Free parking
- Gym membership
- On-site parking
Work Location: In person
