Sales Manager / Member Experience - Welling

Novo Gyms; Greater London; On-site; GBP 25,000 - 31,000; Full time

Benefits offered by this job

Performance bonus

Free gym membership

Family membership

Training & development

Career progression

Modern gym facilities

Supportive team

Job summary

Novo Gyms in Greater London seeks a proactive Sales Lead to drive membership sales and enhance member experience. You will own inquiries, deliver engaging tours, and convert prospects into new members while hitting daily targets.

The role combines sales excellence with high-quality customer service in a fast-paced gym environment, requiring weekend availability and strong relationship-building skills.

Qualifications

• Experience in sales, membership sales or a customer-facing role with sales targets.

Responsibilities

• Handle membership enquiries by phone, online and in person.
• Make daily outbound sales and follow-up calls to prospective members.
• Book and deliver gym tours tailored to goals and interests.
• Explain membership options, pricing and club facilities clearly.
• Follow up with tour visitors and trial users, answer questions and help them join.
• Work towards targets for calls, tour bookings, membership sales and conversion rates.
• Keep accurate records of enquiries and follow-up actions in the membership system.
• Support promotions and outreach to generate new leads.

Skills

Sales targets

Outbound calls

Customer service

Communication

Team leadership

Tools

CRM system

Job description

Membership sales and enquiries

• Take ownership of membership enquiries received by phone, online and in person.
• Make daily outbound sales and follow-up calls to prospective members.
• Book and deliver engaging gym tours, tailoring each visit to the individual's goals and interests.
• Explain membership options, pricing and club facilities clearly and confidently.
• Follow up with tour visitors and trial users, answer questions and help them take the next step towards joining.
• Work towards agreed targets for calls, tour bookings, membership sales and conversion rates.
• Keep accurate records of enquiries, conversations and follow-up actions in the club's membership system.
• Support local promotions, referral activity and outreach to generate new leads.

Member experience and retention

• Provide a warm, professional welcome to members and visitors.
• Help new members settle in, understand the facilities and connect with the right team members.
• Proactively check in with members to understand their experience and encourage continued engagement.
• Handle membership enquiries, feedback and complaints professionally, escalating issues when needed.
• Follow up with members considering cancellation to understand their concerns and explore suitable solutions.
• Contact former members about returning to the club.
• Work closely with the club team to deliver a consistent, positive experience from the first visit onwards.

Teamwork and standards

• Lead by example in sales, service and professional presentation.
• Help colleagues build confidence in handling enquiries, conducting tours and supporting membership sales.
• Share sales results, member feedback and opportunities for improvement with club management.
• Keep reception and tour routes welcoming and presentable, reporting any issues promptly.
• Support reception and membership administration as part of the daily running of the club.
  Novo Gyms is looking for a confident, proactive and approachable Sales Manager / Member Experience professional to grow our membership base and deliver an excellent experience for our members., Experience in sales, membership sales or a customer-facing role with sales targets.
• Confidence making outbound calls, following up leads and asking for the sale.
• Strong communication skills, both over the phone and face to face.
• A record of achieving targets while providing excellent customer service.
• A friendly, professional approach and the ability to build lasting relationships.
• Good organisation, accurate record-keeping and consistent follow-through.
• The ability to handle objections and member concerns calmly and constructively.
• A proactive attitude and a passion for fitness and member experience.
• Flexibility to work early mornings, evenings and weekends as required.
• Experience in a gym or leisure environment would be an advantage.
• We also welcome applicants with relevant sales experience in hospitality, retail or other service environments.
  £28,000 annual salary plus performance-related bonus.
• Free Novo Gyms membership for you.
• Complimentary membership for one family member.
• Ongoing training, development and support.
• Opportunities to progress within a growing fitness brand.
• A modern gym environment with premium equipment and recovery facilities.
• A supportive team that takes pride in delivering a great member experience.