Customer Relations Manager – Brentford

Customer Relations Manager – Brentford

Join the Lampton Leisure Team. We set established high standards with our exuberant, friendly, driven professional approach across all our sites 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.

Salary £28,350.40

Who we're looking for:

We are looking for a dynamic Customer Relations Manager, an individual who is quick at picking up new skills and enjoys working in a fast-paced organisation . You may have  experience in sales, customer services and  leisure bookings. If retention, sales, coupled with working in a highly customer focused environment and displaying  strong leadership skills are amongst your qualities we are waiting to hear from you.

 Key Tasks

• Lead and inspire the centre team in delivering the right choice of membership for the customer and delivering first-rate customer service
• Drive all revenues, including Swim School
• Achieve monthly net sales gain and enquiries targets
• Adopt a proactive approach to driving sales and retention, ensuring the integrity of Lampton Leisure sales driving, retaining, and reporting procedures are adhered to
• Prepare of reports and key performance indicators for customer service areas
• Ensure customer service targets are met, all comments are responded to within stipulated deadlines, appropriate action is taken, and a weekly analysis of comments is produced
• In conjunction with the Sports & Community Development team, drive successful local activities and events
• Manage centre Prospects Database, ensuring data integrity is maintained
• Responsible for day-to-day management of the leisure centre, carrying out the Team Leader role when on duty management shift
• Ensure the Centre operating objectives and standards of performance are followed by employees
• Support the General Manager in the creation, implementation and review of the centre’s marketing and sales plan/ tactics in line with the corporate marketing and sales strategy
• Ensure the effective and accessible distribution, display, and presentation of all promotional material within the centre and the surrounding areas
• Own the deployment of the Local Marketing Toolkit , understanding how the tools, templates, and tactics within can be used to drive the business
• Contribute to the ongoing development of the toolkit in the spirit of continuous sales and marketing improvement
• Manage day to day marketing activity and marketing budget
• Analyse and forecast likely return on each piece of activity conducted. Ensure evaluation post-activity is completed and utilised to improve future ROI
• Report sales performance and monthly client monitoring report
• Line management responsibilities for recruitment, induction, delivering training, appraisal, development, and performance management of staff, including 1-2-1s
• Deputise for the General Manager as and when requested

Essential

• First Aid at Work certificate Desired

What we offer

Competitive Salary, Onsite Parking, Pension Scheme, Staff Discounts Onsite. We can offer a mix of shifts which could include early mornings, evenings, and weekends (Eligibility criteria dependent on contract)

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