Customer Acquisition and Retention Manager - Huddersfield

Salary: 37,042

Contract Hours: 37.00

Role Description

KAL (Kirklees Active Leisure) is the charitable, not-for-profit, leisure trust which manages 13 major leisure facilities across the Kirklees district of West Yorkshire. With almost 3m customer visits every year, the recent introduction of our fantastic Family Attraction products (yeahdaysout.co.uk ) and with a new £16m leisure centre being developed, it's an exciting time to be joining KAL.

The Customer Acquisition and Retention Manager (CARM) is a key position within KAL and is the lead for both marketing and sales for the Trust. The postholder will be specifically responsible for the following staff / business units:

• Corporate Sales Team
• Marketing Team
• KAL Contact Centre
• Membership Administration / Processing

​Reporting to the Business Development Manager, the postholder will play a key role in developing KAL's marketing and sales strategies / functions, ensuring these areas operate effectively and contribute to the overall promotion of KAL's services and products.

The CARM will effectively lead KAL's marketing function across all media, maximising impact and exposure across all product areas, developments and for the organisation as a whole. Key within this aspect will be the postholder's ability to maximise the unique proposition that KAL provides for the local community, encouraging them to become more active by making use of the sites managed by KAL.

Leading the organisation's Sales Team, which is vital to maximising KAL's income generating potential and differentiating KAL from standard fitness providers, the CARM will ensure KAL takes a planned approach to sales across all areas of the business, developing and maximising innovative opportunities to drive revenue.

The CARM will oversee KAL's expanding Contact Centre operation which is the central customer service point for the organisation.  The CARM will aim to continue to develop the Contact Centre function to ensure high levels of customer service are delivered via strong management of KPIs and the ongoing development of effective systems and procedures.

The CARM will manage the relationship with KAL's external direct debit collection agency and the associated internal processes to ensure excellent service is provided to customers and income is maximised.

If you have the right skills, experience, ability and passion to be part of the KAL success story then we'd love to hear from you.

In return, we can offer you a great package of benefits through our Staff and Family Membership scheme, which provides virtually free facilities for you and a greatly discounted rate for some of your family.  Plus, we also have a great discount website which can save you and your family loads of money too!

We have a generous annual leave entitlement and can offer an excellent pension scheme (West Yorkshire Pension Fund).  We also like to have fun and celebrate our successes as often as we can.