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Membership Sales - Glasgow, United Kingdom - University of Glasgow
Description
Job PurposeIn this customer facing role you will lead the creation and continued development of an outstanding Front of House (FOH) customer experience that drives membership sales and maximises customer retention.
Main Duties and Responsibilities 1.Proactively engage and communicate with internal and external customers to provide an outstanding customer experience across both UofG Sport facilities.2.
Effectively manage Membership Assistants, setting a good example for the team, ensuring they are customer focussed and contributing to wider UofG Sport and University objectives.3.
Implement improvements to service provision, ensuring FoH staff meet agreed performance standards.4. Provide information to existing and prospective customers on the services provided by UofG Sport.5.Achieve Key Performance Indicators (KPI's) relating to new member sales and member retention taking a lead role in the sales performance through setting of agreed KPI's for Membership Assistants.6.
Regularly update and manage our prospect and member's database, utilising information from the Leisure Management System (LMS) for statistical reports, amount of prospects, where they are on the journey and conversion rates as well as new member reports and income that can be produced monthly to inform performance and forecasting.7.
Responsibility for developing and delivering a comprehensive FoH customer service training programme across both sites that includes but not exhaustively; UofG Sport customer service, LMS, social media, sales & retention.8.
Play a key role in responding to customer enquiries and resolving complaints in a prompt and effective manner.9.Work with the Marketing & Membership Manager on the creation and development of the UofG Sport membership journey, playing a key role in delivering a number of annual membership programmes and campaigns.10.
Support the delivery of a series of on & off-campus events, maximising the profile of UofG Sport, promoting and raising membership awareness to drive sales.11.
Contribute to the development of new membership initiatives and collaborate on the retention strategy for UofG Sport, including establishing new retention targets for the department.12.
Lead and direct till operations, providing assistance with daily banking where required.13. Work with the Operations Manager to ensure FoH services are integrated with the wider building operations.14. Create links, networking and co-ordinating activities with colleagues across the University to raise awareness and explore partnership opportunities (e.g. Accommodation Services, Marketing and Recruitment International Office (MaRIO), Development & Alumni Office).15. Monitor competition, economic indicators, and industry trends and use this information to report on, and shape lead generation plans.16. Increase customer satisfaction ratings by an agreed annual % and create innovative programmes for upselling.17. Work with the senior management team to set revenue and sales goals on a monthly, quarterly, or annual basis.18. Ensure all POS is up to date around the facilities with all the latest information available for members.19.Review customer experience data and liaising with senior managers to discuss and advise on improvements to customer communications and customer service.
Knowledge, Qualification, Skills & Experience Knowledge/Qualifications Essential: A1 Scottish Credit and Qualification Framework level 7 (Higher/Scottish Vocational Qualification level 3, Higher National Certificate) or equivalent, and experience of personal development in a similar role. Or, the ability to demonstrate the competencies required to undertake the duties associated with this level of post having acquired the necessary knowledge and skills in a similar role. A3 Knowledge of the sales process.A4 Emergency First-Aid Qualification or the ability to obtain within the first 3 months of a successful appointment.
A5 Sales, retention and/or customer service training/qualifications.
Desirable: B1 Knowledge of Customer Relationship Manager (CRM) systems.
B2 Knowledge of Leisure Management Systems.
B3 Knowledge of social media and website sales/promotion & communication.
Skills Essential: C1 Strong management skills, empowering others to drive change.
C2 Strong, confident and adaptive communicator with excellent interpersonal skills adapting style to suit different people or situations; ability to start conversations as well as respond positively to enquires.
C3 Ability to 'set the standard' in providing first class customer service.C4 Ability to pro-actively approach, communicate and engage with customers, building effective rapport.
C5 Well-developed analytical and problem-solving skills and experience of working in a customer-facing environment providing a high level of customer service.
C6 Excellent interpersonal skills and the ability to listen.C7 Ability to work under pressure and plan and organise workload to meet deadlines and competing priorities.
Desirable: D1 Ability to interpret sales data, plan and forecast
Experience Essential: E1 Previous experience of working in a sales environment with demonstrable evidence of working to, and exceeding sales targets.
E2 Previous experience of working in a busy customer facing environment.
E3 Proven experience of leading and motivating a team, fostering engagement and achieving set objectives.
E4 Experience of best practice cash handling, banking and till operations.
E5 Experience of producing accurate sales and membership reports utilising databases and spreadsheets.
Desirable: F1 Previous experience of working with an LMS.F2 Previous experience of managing a customer complaint process. Terms and Conditions Salary will be Grade 5, £25,138 - £29,605 per annum. This post is full time (35 hours p/w) and open ended. As part of Team UofG you will be a member of a world changing, inclusive community, which values ambition, excellence, integrity and curiosity.
As a valued member of our team, you can expect:1 A warm welcoming and engaging organisational culture, where your talents are developed and nurtured, and success is celebrated and shared.
