Head of Membership, Sales & Retention

Location: Thames Ditton, Surrey
Salary: £39k per annum+ bonuses

Are you a motivated leader with a passion for sales and retention? Do you thrive in a dynamic environment where customer experience and business growth go hand in hand? If so, we want to hear from you!

Your Mission:

As the Head of Membership, Sales & Retention, you will be responsible for driving membership growth, enhancing the member experience, and ensuring the team is equipped to attract, engage, and retain members.

What You'll Be Doing:

Membership Growth & Retention

* Drive new member acquisition and ensure seamless onboarding.

* Oversee retention strategies, customer satisfaction, and member engagement.

* Collaborate with marketing to execute effective promotions and lead generation.

* Handle membership queries, complaints, and cancellations professionally.

* Develop and implement member referral incentives and engagement initiatives.

Team Leadership & Development

* Recruit, train, and develop a high-performing sales and membership team.

* Set targets, monitor performance, and conduct coaching sessions.

* Lead team meetings, daily huddles, and strategy discussions.

* Motivate staff with incentives and commission structures.

Operations & Financial Performance

* Ensure accurate administration of membership contracts and sign-ups.

* Manage daily, weekly, and monthly sales reporting.

* Oversee direct debit runs, debt recovery, and financial forecasting.

* Attend senior leadership meetings and contribute to strategic planning.

* Support health & safety compliance and duty manager responsibilities.

Why Join Us?

* Supportive & Inclusive Culture - We genuinely care about our community, members, and each other.

* Not-for-Profit Organisation - Focused on making a difference rather than just profits.

* Energetic & Friendly Team - Be part of a motivated, positive, and engaging work environment.

* Professional Growth - Opportunity to shape the sales & retention strategy of a thriving organisation.

What We're Looking For:

* Proven sales & management experience, with a track record of achieving targets.

* Strong leadership, communication, and coaching skills.

* Passion for delivering exceptional customer experiences and driving engagement.

* Data-driven mindset with experience in forecasting, budgeting, and reporting.

* A proactive, solution-focused attitude with the ability to inspire a team.

Key Performance Indicators (KPIs)

* Membership Growth & Onboarding

* Achievement of Budget Targets

* Member Satisfaction (NPS & eNPS Scores)

If you're a strategic thinker, an inspirational leader, and a results-driven professional, this is your opportunity to make a real impact.

Apply today and help shape the future of our thriving community