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Retention Manager - New Chiswick Pool - Chiswick, London

Employer
Lampton Leisure
Location
Chiswick, London
Salary
£25,041 per year
Closing date
17 Aug 2022

Retention Manager - New Chiswick Pool - Chiswick, London

Location: Chiswick

Job Type: Permanent, 40 hours per week

Salary: £25,041 per year

Closing date: 25 August 2022

About the Role

Lampton Leisure are looking for a customer focussed Retention Manager to join the team. With a track record of improving customer feedback, you will drive member retentions and motivate and inspire your team to deliver excellent customer service across all sites. You will work towards improving guest services and satisfaction with repeat business and excellent reviews.

Key Responsibilities:

  • Make outbound telephone contact with customer who cancel subscriptions and retain them as customers 
  • Remain in contact with new members 
  • Being able to ask probing questions to gain an understanding of customers circumstances
  • Being able to make rational decisions, considering clients guidelines to optimes customer satisfactions 
  • Handle customer calls in an efficient and effective manner 
  • To achieve and exceed customer retention targets 
  • Giving great customer services over telephone, email, live chat and in person
  • Welcome and on-boarding process for all customers 
  • Ensuring all regulatory requirements are adhere to through training and compliance 
  • Deliver exceptional service to all customers and potential customers of the Centre 
  • Deliver exceptional service to all customers and potential customers of the Centre 
  • Achieve KPIs and sales targets set by CRM and central support 
  • Ensure the efficient and effective operation of the reception area 
  • Monitor and control entry to the Centre 
  • Ensure all customer sales and bookings are managed correctly, assisting customers in their choices 
  • Assist customers in weighing up their options, supporting the right choice of membership each individual customer 
  • Positively and proactively drive retention, adhering to the Lampton group sales driving and reporting procedures 
  • Manage Prospects database and contribute towards lead generation in accordance with marketing planning, including outreach 
  • Data capture and GDPR compliant 

About You

  • Team player 
  • Leadership
  • Analytical skills 
  • Keen interest in the leisure industry
  • Strong aptitude for sales, with previous training and sales mindset 
  • Clear articulate and fluent on telephone and excellent email writing skills 
  • Familiar with online logging platforms e.g. Gladstone, MRM
  • Demonstrate a successful track record of managing and enhancing customer relationships and revenue 
  • Experience working in a customer-driven, commercial focussed environment 
  • Experience in achieving performance targets 
  • Experience in leading and supporting teams to achieve success 
  • Experience in building internal and external relationships 
  • Excellent negotiation skills 
  • Good planning and organizational skills 
  • Experience in working to deadlines to achieve positive results 
  • Excellent verbal reasoning skills and an articulate presenter 
  • Numerate with excellent numerical analytical skills 
  • Good interpersonal skills including an ability to motivate, persuade, and enthuse others
  • The ability to work calmly under pressure 
  • Initiative and enthusiasm
  • Positive and can-do attitude 
  • Experience of NPLQ, FAW and PPO would be desirable

About Lampton Leisure

Lampton Leisure is a new company setup to manage and operate the leisure services for Hounslow Council across the borough in Brentford, Chiswick, Hanworth, Heston, Isleworth & Osterley. 

Our leisure centres boast a full range of facilities including fitness studios, health suites, swimming pools, indoor & outdoor courts, pitches, tracks, and café facilities. 

It is our mission to provide inclusive and safe environments where we deliver supportive and professional services for all ages, abilities, and backgrounds to make a real difference and an enjoyable customer experience for all users of the Centre’s facility.

What We Offer

  • Competitive salary 
  • Training & Development opportunities 
  • Employee Assistance Programme
  • Onsite Parking
  • Pension Scheme
  • Staff Discounts Onsite
  • Free gym membership for you and your family members

Apply Now - Join the Lampton Leisure Team!

How to Apply

To apply please send your CV and covering letter describing how your experience, skills and qualifications meet the job description along with confirmation that you live and can work in the UK by clicking 'Apply Now'.

Lampton Leisure are a proud to be an equal opportunities employer, we welcome applications from all sections of the community and are committed to promoting equality and diversity. We value the importance of differences within our organisation and in the wider community.

The closing date is given as a guide. Lampton Leisure reserve the right to close this position once we have acquired specific number of applications.

Unfortunately, due to the high volume of applications we receive it is not possible to respond directly to all applicants, only to those whose candidacy is being pursued.

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