Sales Manager / Member Experience - Welling

Membership sales and enquiries

• Take ownership of membership enquiries received by phone, online and in person.
• Make daily outbound sales and follow-up calls to prospective members.
• Book and deliver engaging gym tours, tailoring each visit to the individual's goals and interests.
• Explain membership options, pricing and club facilities clearly and confidently.
• Follow up with tour visitors and trial users, answer questions and help them take the next step towards joining.
• Work towards agreed targets for calls, tour bookings, membership sales and conversion rates.
• Keep accurate records of enquiries, conversations and follow-up actions in the club's membership system.
• Support local promotions, referral activity and outreach to generate new leads.

Member experience and retention

• Provide a warm, professional welcome to members and visitors.
• Help new members settle in, understand the facilities and connect with the right team members.
• Proactively check in with members to understand their experience and encourage continued engagement.
• Handle membership enquiries, feedback and complaints professionally, escalating issues when needed.
• Follow up with members considering cancellation to understand their concerns and explore suitable solutions.
• Contact former members about returning to the club.
• Work closely with the club team to deliver a consistent, positive experience from the first visit onwards.

Teamwork and standards

• Lead by example in sales, service and professional presentation.
• Help colleagues build confidence in handling enquiries, conducting tours and supporting membership sales.
• Share sales results, member feedback and opportunities for improvement with club management.
• Keep reception and tour routes welcoming and presentable, reporting any issues promptly.
• Support reception and membership administration as part of the daily running of the club.
  Novo Gyms is looking for a confident, proactive and approachable Sales Manager / Member Experience professional to grow our membership base and deliver an excellent experience for our members., Experience in sales, membership sales or a customer-facing role with sales targets.
• Confidence making outbound calls, following up leads and asking for the sale.
• Strong communication skills, both over the phone and face to face.
• A record of achieving targets while providing excellent customer service.
• A friendly, professional approach and the ability to build lasting relationships.
• Good organisation, accurate record-keeping and consistent follow-through.
• The ability to handle objections and member concerns calmly and constructively.
• A proactive attitude and a passion for fitness and member experience.
• Flexibility to work early mornings, evenings and weekends as required.
• Experience in a gym or leisure environment would be an advantage.
• We also welcome applicants with relevant sales experience in hospitality, retail or other service environments.
  £28,000 annual salary plus performance-related bonus.
• Free Novo Gyms membership for you.
• Complimentary membership for one family member.
• Ongoing training, development and support.
• Opportunities to progress within a growing fitness brand.
• A modern gym environment with premium equipment and recovery facilities.
• A supportive team that takes pride in delivering a great member experience.

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