Placemaker Manager (Customer Service and Membership Manager)

Places for People; Pennsylvania; On-site; USD 42,000 - 62,000; Full time

Benefits offered by this job

Bonus 2%

Health & fitness membership for you &4

Flexible working

Annual leave purchase option

Learning & development opportunities

Company pension

Healthcare cashback up to £500

Employee discounts on activities

Job summary

Places for People is seeking a proactive Manager to lead the membership teams at our leisure facilities. You will drive membership enquiries, coach staff, and ensure a customer-first approach to maximise engagement and sales.

You will monitor performance against KPIs, use the membership management tools, and report outcomes on deadlines. A passion for health and fitness and strong product knowledge are essential.

Qualifications

• Experience in membership sales within leisure/hospitality.
• Experience leading teams and driving KPIs.
• Passion for health and fitness with strong product knowledge.
• Ability to communicate vision and customer-first objectives to a team.
• Evidence of motivating teams to deliver sales and customer service consistently.
• Background in customer-facing roles with a track record of hitting targets.

Responsibilities

• Lead and coach the membership teams to achieve the 'everyone a member' objective.
• Respond to all membership enquiries from prospective and current members.
• Follow up on enquiries and prospects who do not join.
• Monitor personal and team sales performance and report within deadlines.
• Ensure the team uses sales tools and processes outlined in the membership manual.

Skills

Membership sales

Team leadership

KPIs

Health & fitness knowledge

Customer service

Coaching

Job description

We are Places for People Group, we're a social enterprise that believes it's people that make a community. That's why we build homes and deliver services for everyone in the community to thrive. At Places Leisure we are changing lives by creating active places and healthy people for communities to thrive, and we want to be the UK's leading health and wellbeing enabler.

We aren't your typical company. We apply the same philosophy to our People as we do to our communities, ensuring our team is appreciated and supported. At Places for People, you're more than just a number - you're part of our cause.

More About Your Role

You will work across a busy leisure facility helping drive membership numbers by creating an environment that is friendly, welcoming and supportive of a customer's choice on how, when and where they are active. You will be responsible for supporting your team to deliver outstanding levels of customer service and the centre advocates the benefits of activity in all its forms.

You will lead and coach the membership teams in the ‘everyone a member' objective, ensuring that they respond to all membership enquiries from prospective and current members. Your team will show an interest in those that have shown an interest in us – be responsible for the following up of all enquiries and prospects who do not join. Manage enquiries and prospects making full use of the technology provided and following the processes and procedures determined.

You will monitor your personal and your team's sales performance and complete any reporting requirements within deadlines. You will ensure that your team uses sales tools and techniques documented within Places Leisure Membership management manual and those communicated through coaching and training.

For more information please download our job profile available on our website.

More About You

You will have experience in membership sales, ideally within a leisure/hospitality environment. You should also have experience of leading teams, managing them to KPIs. You should be passionate about health and fitness and have strong product knowledge. As a manager you will need to communicate Places Leisure's vision to your team and ensure everyone undertakes a customer first approach and understands the team's objectives.

You will need to evidence at interview how you have motivated teams to deliver sales and customer service on a consistent basis. You should also have a background in a customer facing role and be used to hitting targets to achieve individual and team targets. You will be a manager who leads from the front, as comfortable showing prospective members around the site as you are motivating a team.

Benefits

We are a large, diverse and ambitious business, which will give you all the challenge you could wish for.

• A bonus scheme for all colleagues at 2%
• Full Health & Fitness membership for you, a nominated adult and up to 4 juniors
• Flexible working (including part time working, shift work and more)
• An opportunity to purchase additional annual leave
• Lots of opportunity to access ongoing personal learning and development
• Access to our Company Pension scheme
• Cashback plan for healthcare costs – up to £500 saving per year
• Discounts of up to 50% on activities, centre shop and cafes
• Extra perks including huge discounts and offers from shops, cinemas and much more.

At Places for People, safeguarding is everyone's responsibility. We are committed to creating safe communities for our customers and colleagues by protecting children, young people, and adults at risk from harm, abuse, and neglect.

We follow robust safeguarding policies and procedures, ensuring all employees, volunteers, and contractors uphold the highest standards of safeguarding and accountability. Our recruitment process includes pre-employment checks, including Disclosure and Barring Service (DBS) checks where applicable, to promote a safe and secure working environment.

By joining Places for People, you are expected to contribute to our safeguarding culture, following our policies and reporting concerns to protect those in our communities.

Armed Forces

We are proud to support the Armed Forces Covenant. Places for People will guarantee an interview for any candidate who is serving or has formerly served in the Armed Forces, as a reservist, armed forces veteran (including the wounded, injured and sick), cadet instructor and military spouse/partner and who meets the essential criteria for the vacancy.

Disability Confident

We are proud to be a member of the Disability Confident scheme certified as Level 2 Disability Confident Employer. This helps us to successfully employ and retain people with disabilities and health conditions. Disabled applicants who meet the essential criteria for a vacancy will be guaranteed an interview. The Equality Act 2010 (Disability Discrimination Act 1995 for NI) defines a disabled person as someone who has a physical or mental impairment that has sa substantial and long-term negative effect on their ability to do daily activities.

Neurodivergent

Neurodiverse individuals have highly valuable skills, and we recognise that a traditional interview process sometimes works against them and doesn’t allow them to self-advocate. Neurodiverse applicants who meet the criteria for a vacancy will be guaranteed an interview.