Head of Membership at Virgin Active

Direct responsibility for membership performance in club including Sales, Retention and freeze movement
Provide day to day management with the use of goals, targets, KPI’s and leadership to the Membership and Front of House teams ensuring they are inspired, coached and trained to achieve high standards of performance and member satisfaction at all times
Be accountable for all sales for your assigned club, ensuring all sales budgets are achieved, for number of membership sales as well as mix, junior memberships and joining fee budgets
Produce accurate, transparent reports and analysis as required by General Manager, Membership Business Partner and the rest of the business
Be responsible for actively selling corporate memberships as well as building and maintaining
corporate relationships
Work with the General Manager and other Heads of Department to deliver a world class customer
journey throughout the club

Virgin Active

Head of Membership

Implement and manage projects to address customer pains, improve customer journeys and optimise customer experience #itsnotexerciseitsanexperience
Managing the Front of House department and Member Services Assistant. Ensuring the function runs efficiently & supports the wider club operations whilst providing exceptional customer experience.
Daily management of the Front of House team including recruitment, training, development & performance management, as well as rota’s & payroll.
Front of House Management duties including weekly banking, maintenance of the computer and phone systems, and monitoring/reporting procedures.
Dealing with all customer enquiries & feedback regarding their membership & club services via email, social media, phone & face to face, ensuring excellent customer experience.
Maintaining accurate & secure records of customers details and to ensure prompt & accurate collection of their fees.
Ensuring and overseeing point of sale process for customers
Engaging corporate accounts
Corporate account renewals
Account management
To deliver service recovery where necessary and to positively influence retention levels by proactively engaging with customers about their usage levels.
Support the General Manager in key areas
Coordinating private studio hire for filming and managing large ancillary lines & retention.

Customer Experience Manager

Inspiring & motivating the club teams to deliver operational efficiency at all times ensuring a great customer journey beyond expectations.
Specifically driving safety, standards and service, ensuring a good working use of all facilities.
Line management & motivation of the Service Managers, Membercare (cleaning) and lifeguard teams; including recruitment, training, development & performance management, as well as rota’s, payroll & day to day management.
Managing the Service Manager rota ensuring adequate cover is always in place, utilising the wider HoD team.
Proactively seeking member feedback and resolving any issues in a positive manner
Support the General Manager in key areas and deputising in their absence.

Operations Manager

Creating a great first impression and provide a faultless representation of the Health Club.
Effectively handle class bookings, payments and queries.Deal with any member feedback, take ownership of the situation and escalate the issue.
Opening and closing duties of the department, health & safety checks, and security of stock and cash handling are dealt with appropriately.

Kieran McCarthy