Job Title / Sales and Retention Manager
Department / Community Development
Service / Leisure Services
Job Location / Town Hall, Matlock
JE Number / JE295 / Grade / 9
Post Details – Other
Political Restriction / No
Essential Car User / Yes
DBS/BPSS Checks / No
Responsible to / Active Communities Officer
Responsible for / Receptionists
Main Purpose of Post
Contribute proactively to developing and delivering the Leisure Services vision both strategically and operationally.
Enthuse and lead a customer focused workforce who are committed to delivering the Derbyshire Dales Leisure Service vision and business objectives
To develop and implement a commercial, customer focused and a coordinatedapproach to sales and retention across District Council Leisure Facilities
Main Duties and Responsibilities
1 / Work as part of the Leisure Management Team responsible for delivering progressive and constant business improvements which help deliver the overall Leisure Service vision
2 / Create and lead the delivery of a robust sales and retention strategy for the Leisure Service which maximise income generation and retention levels across all Leisure Facilities
3 / Effectively line manage receptionists at all sites, ensuring a supporting and motivated environment is created, focused on providing excellent customer service and committed to achieving sales targets
4 / Plan and deliver a diverse range of weekly sales and retention activity including in-reach and out-reach for each leisure facility
5 / Create and implement back office processes and procedures which support successful delivery of the sales and retention strategy across all leisure facilities
6 / Coordinate sales and retention training for facility based staff eg: receptionists, gym instructors to ensure a motivated approach and that sales and retention opportunities are maximised
7 / Create new and innovative membership options and offers which generate leads, and members, and which supports the retention of existing members
8 / Exceed sales and retention targets across all membership options and ensure accurate monthly performance records are reported as required
9 / Lead sales of the Active Workplace membership scheme (corporate membership), working with appropriate leisure facilities staff and the Sports Development Team to offer a great service. Work with workplaces to maximise their retention.
10 / Communicate with leisure facility teams on a regular basis and keep them informed of progress towards sales and retention targets
11 / Develop professional and creative relationships with internal departments, the business community and local tourism industry to enhance opportunities for membership sales
12 / Identify new opportunities to drive membership sales and work effectively with the Leisure Management and Marketing team of the District Council to implement these within agreed deadlines and targets
13 / Attend any relevant community groups, forum, network or meetings in relation to Leisure/sales etc and share and implement any relevant information and learning
14 / To undertake any other duties which may be reasonably agreed as in the nature of the duties and responsibilities of the post as defined, subject to the provision that normally any changes of a permanent nature shall be incorporated into the job description in specific terms, after the agreement of all funding partners.
15 / To carry out all duties with regard to health and safety implications, crime and disorder implications, data protection implications and their impact upon the Council’s equal opportunities and sustainability policies.
16 / To carry out any other reasonable duties and responsibilities within the overall function, commensurate with the grading and level of responsibilities of the post.
General Duties and Responsibilities
Equalities - The Council aims for equality in the provision of its services and in carrying out its public functions. All employees will implement and promote its Equality and Diversity policy in their own work.
Code of Conduct - Your duty is to serve the Council as a whole in providing advice, implementing its policies and delivering services to the local community. In performing your duties, you must comply with the Employees’ Code of Conduct.
Health & Safety – The Council’s policy needs full co-operation from all employees who are expected to give all possible assistance towards its successful implementation and to take reasonable care of their own safety and that of others.
Staff Development - The Council's Personal Development Scheme is an integral part of Derbyshire Dales District Council’s performance management framework as well as a key employee development procedure. Those with managerial responsibility must ensure that all staff within their section receive an annual personal development interview.
Confidentiality - The Council is committed to maintaining the privacy of all its staff and customers. It expects all staff to handle individuals' personal information in a sensitive and professional manner. All staff are under an obligation not to gain access or attempt to gain access to information they are not authorised to have.
Date this Job Description last amended / November 2015
Signed by Jobholder
Print Name
Date
Signed by Jobholder
Print Name
Date
JOB TITLE / Sales and RetentionManager
JE NO
ESSENTIAL
(Must be met to be considered for interview) /DESIRABLE
(Required to perform job to high standard) / AITDSKILLS AND ABILITIES / Be committed to delivering team goals and objectives in a proactive and professional manner
Be committed to providing an excellent service
Be prepared to give help to other colleagues to support them in their roles
Be prepared to receive help from other colleagues in order to improve your own and team performance
A highly motivated and creativeoutlookand committed to achieving team goals and targets
Ability to relate to and work with people at all levels, including customers, colleagues and partners / A/I
A/I
A/I
A/I
A/I
A/I
KNOWLEDGE / Knowledge of sales and retention strategy, process and models
Knowledge of sales and retention training products and how to implement them within a team
Knowledge of market segmentation and how this applies to the leisure industry / Knowledge of the Leisure/Health and Fitness Sector and current market trends
Knowledge of Wider Industries such as Tourism and Hospitality
An understanding of marketing techniques and how to engage with different customer segments / A/I
A/I
EXPERIENCE / A proven track record of managing and delivering sales strategy and processes over a minimum of 5 years
Experience of managing teams or projects related to sales for a minimum of 5 years
Experience of working to and exceeding sales targets
Experience of utilising industry/customer data and information to drive sales campaigns and promotions / Experience of managing a budget
Experience of developing and implementing a sales and retention strategy
Experience of buildingbusiness to business relationships
Experience of working in a leisure related environment
Experience of using member management computer systems and software / A/I
A/I
A/I
A/I
QUALIFICATIONS / Educated to Degree level or have equivalent experience over a minimum of 5 years / Industry specific sales and retention training/qualifications
Customer service qualification
CIMSPA/UK Active membership or similar / A/D
Assessed by: A = Application form I = Interview T = TestD = Documentary Evidence