Membership Manager

The Lensbury; Teddington; On-site; GBP 42,000 - 54,000; Full time

Benefits offered by this job

Free meals on duty

28 days' annual leave

Gym and swimming pool access

Employee Assistance Programme

Online benefits portal with discounts

Fully funded Apprenticeship opps

Training and development opportunities

Staff Awards and social events

Cycle to work scheme

Free parking

Refer a Friend programme

Job summary

The Lensbury in Teddington, United Kingdom, seeks a Membership Manager to lead our Membership Sales Team and drive growth across all membership categories. You will model the Lensbury values, deliver excellent member experiences, and work closely with the General Manager, Commercial & Marketing teams to achieve budgeted targets.

As a senior leader, you’ll coach and develop the team, ensure smooth administration, and maintain high standards of service across all touchpoints, from enquiry to

Qualifications

• Previous membership sales experience gained within a private members’ club.
• Previous experience of managing a membership sales team.
• The ability to communicate effectively and competently with diverse stakeholders.
• Strong attention to detail and ability to work to deadlines.
• Strong commercial and financial acumen.
• Excellent communication skills, both verbal and written.

Responsibilities

• Forecast, set and deliver the membership budget across all categories.
• Collaborate with the Club General Manager, Commercial & Marketing teams to meet targets.
• Co-ordinate sales and marketing strategies across the Club to meet budget.
• Assist in developing membership categories for relevance and growth.
• Establish SOPs for membership administration and fee collection.
• Deliver daily, weekly, and monthly reports.
• Handle member enquiries and ensure high standards of service.
• Achieve individual membership targets including sales, retention and freeze movements.
• Hit Net Growth vs budget for the club.
• Support marketing strategies, KPIs, and initiatives.
• Run and administer membership committees/focus groups.
• Responsible for selling all types and categories of membership.
• Ensure correct processing of membership details.
• Keep the Member experience front and centre across communication channels.
• Coach, train and develop the team; address performance issues.
• Ensure processes deliver best service and welcoming environment.

Skills

Membership sales

Team management

Communication

Attention to detail

Commercial acumen

Job description

About us

Part of Iconic Hotels & Resorts,The Lensburyis located on the Banks of the River Thames at Teddington and is home to an exclusive leisure club, a 156 bedroom hotel, meeting and events space, restaurant and bar, Spa and 25 acres of gardens and grounds.

The Role

Providing leadership to the Membership Sales Team, the Membership Manager will act as a role model through the consistent demonstration of behaviours underpinning our KPI’s, including the highest sales performance, the best KPIs, committed to delivering and enhancing the member journey and experience, selling with integrity and actively demonstrating The Lensbury way.

Key Responsibilities

• Forecast, set and deliver the membership budget which includes new sales, retention and freeze movements across all categories on a daily, monthly, and annual basis.
• Work with the Club General Manager, Commercial & Marketing teams to develop and deliver sales and retention targets.
• Co-ordinate sales and marketing strategies across the Club to deliver an attractive and fully integrated sales package to meet budget.
• Assist in the development of the membership categories to ensure relevance, growth, and commercial appeal to current and potential members.
• Establish SOP's to ensure the correct and consistent handling of all membership administrative processes and the accurate collection of fees.
• Deliver daily, weekly, and monthly reports
• Handle member enquiries and queries relating to membership of the club, ensuring high standards of member administration and customer service.
• To be accountable for achieving individual membership targets which include sales, retention and freeze movement monthly.
• To be accountable for the club hitting Net Growth vs budget.
• Support and work with marketing strategies, KPI’s and initiatives throughout the club.
• Run and administer membership committees/focus groups.
• Responsiblity for selling all @types and categories of membership.
• Ensure the correct processing of all membership details.
• Keep the Member experience forefront and centre, and support Front of House and the wider club team to consistently offer excellent customer service on every member visit.
• Actively coach, train and develop the team, addressing any performance issues that may arise promptly and fairly.
• Ensure we have processes and procedures in place to deliver the best possible service and membership experience to members; helping to create a warm, friendly, efficient and welcoming environment across all communication channels.
• Be aware of the importance of Member satisfaction on club performance, and endeavour to make sure all members you join are satisfied with the join up procedure and further use of the club.

What we’re looking for:

To be successful in this role, you must possess the following qualifications, attitude, behaviours, skills, and values:

• Previous membership sales experience gained within a private members’ club.
• Previous experience of managing a membership sales team.
• The ability to communicate effectively and competently with diverse stakeholders.
• Strong attention to detail and ability to work to deadlines.
• Strong commercial and financial acumen.
• Excellent communication skills, both verbal and written.

What's in it for you?

• Free meals whilst on duty
• Paid annual leave of 28 days including public holidays
• Use of some leisure facilities, including gym & swimming pool (after successful 30 day review)
• Employee Assistance Programme for you and your family
• Online benefits portal offering lots of discounts
• Fully funded Apprenticeship opportunities
• Excellent training and development opportunities
• Staff Awards and Social events throughout the year
• Cycle to work scheme
• Free parking
• Refer a Friend programme