Sales Manager / Member Experience – Welling
Location: Welling, DA16 3PRSalary: £28,000 per annum + performance-related bonusEmployment type: Full-time, 40 hours per week
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.
You’ll manage the membership journey from the first enquiry and gym tour through to joining and settling into the club. You’ll be comfortable picking up the phone, building relationships, working towards sales targets and helping members feel welcome and supported.
Making outbound calls is an expected part of this role. You’ll contact prospective members, follow up enquiries, book tours and reconnect with former members.
Why join Novo Gyms
- £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.
The role
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.
What we’re looking for
- 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.
Apply now
If you enjoy sales, are confident on the phone and care about making every member feel welcome, we’d love to hear from you.
Apply with your CV and a short introduction outlining your relevant sales and customer service experience.
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