Customer Relations Manager - Brentford Leisure Centre - Hounslow

We are looking for a person to support the General Manager and liaising with central marketing and sales team in the development and implementation of Fusion’s marketing and sales strategy for the centre. The successful candidate will actively contribute to the attraction and retention of new and existing customers and the financial results of the centre. You will manage, train and motivate staff in your direct area of responsibility and assist the General Manager in the development of the site.

Job Summary

• Contribute to the delivery of the centre’s vision and plan
• Ensure the centre operating objectives and standards of performance are followed by   
• employees
• Responsible for the day to day management of the leisure centre when on duty.
• Responsible to the General Manager for compliance with all prevailing operational and Company Policy objectives including Health and Safety, Finance, IT and Human Resources
• Responsible for preparation of reports and key performance indicators for customer service areas and attend relevant meetings on request, including PTUWYT targets are met, all comments are responded to, appropriate action is taken and a weekly analysis of comments is produced.
• Responsible for effective and efficient performance of reception staff
• Support the General Manager in the creation, implementation and review of the centre’s marketing & sales plan/tactics in line with the corporate marketing & sales strategy
• Lead the sales team to deliver the right choice of membership for the customer, achieve monthly net sales gain and enquiries targets, adopt a proactive approach to saving members looking to cancel and drive retention, and ensuring the fusion sales driving and reporting procedures are adhered to.
• Own the deployment of the Local Marketing Toolkit , understanding how the tools, templates and tactics within can be used to drive the business. Understand the time scales to deliver items from the toolkit and drive high quality outputs from its use. Contribute also, to the on going development of the toolkit in the spirit of continuous sales & marketing improvement.
• Responsible for the day to day marketing activity utilising the toolkit, or other, and marketing budget
• Analyse and forecast likely return on each piece of activity conducted. Always ensure evaluation post activity is completed and utilised to improve future ROI
• Responsible for reporting sales performance and monthly client monitoring report.
• Where necessary, write and deliver specific launch plans for the pre sell and launch of any new activities or facilities.
• Be responsible or the effective distribution, display and presentation of all promotional material within the centre and the surrounding areas (accessibility is key).
• Work in partnership with the other service teams in the centre, drawing down expertise in Health and Fitness, Marketing and Sales, and Sports Development
• Responsible for effective and efficient financial and operational performance of area of responsibility’s activities
• Responsible for the day to day management of the leisure centre when on duty and deputise for General Manager as needed
• Responsible for recruitment, induction, training, development and, as necessary, disciplining of staff
• To carry out induction training and development programmes, and to liaise with the Talent Development Manager on training, learning & development initiatives

Requirements

• Full First Aid at Work - Desirable
• Customer Service qualification - Desirable
• Manager/supervisory experience in hospitality or service industry
• Understanding of membership management and retention systems
• Experience of managing a team including training, development, appraisals, conduct management and motivating staff
• Understanding of and commitment to Equal Opportunities and managing diversity
• Demonstrated ability to meet financial targets
• Knowledge of general operations management
• Knowledge of premises, equipment management and Health & Safety
• Competent on Word and Excel