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Membership Manager

The Lensbury, Broom Rd, Teddington, Middlesex, TW11 9NU

About us

Part of Iconic Hotels & Resorts, The Lensbury is located on the Banks of the River Thames at Teddington and is home to an exclusive leisure club, a 156 bedroom hotel, meeting and events space, restaurant and bar, Spa and 25 acres of gardens and grounds.

The Role

Providing leadership to the Membership Sales Team, the Membership Manager will act as a role model through the consistent demonstration of behaviours underpinning our KPI’s, including the highest sales performance, the best KPIs, committed to delivering and enhancing the member journey and experience, selling with integrity and actively demonstrating The Lensbury way.

Key Responsibilities

• Forecast, set and deliver the membership budget which includes new sales, retention and freeze movements across all categories on a daily, monthly, and annual basis.
• Work with the Club General Manager, Commercial & Marketing teams to develop and deliver sales and retention targets.
• Co-ordinate sales and marketing strategies across the Club to deliver an attractive and fully integrated sales package to meet budget.
• Assist in the development of the membership categories to ensure relevance, growth, and commercial appeal to current and potential members.
• Establish SOP's to ensure the correct and consistent handling of all membership administrative processes and the accurate collection of fees.
• Deliver daily, weekly, and monthly reports.
• Handle member enquiries and queries relating to membership of the club, ensuring high standards of member administration and customer service.
• To be accountable for achieving individual membership targets which include sales, retention and freeze movement monthly.
• To be accountable for the club hitting Net Growth vs budget.
• Support and work with marketing strategies, KPI’s and initiatives throughout the club.
• Run and administer membership committees/focus groups.
• Responsibility for selling all types and categories of membership.
• Ensure the correct processing of all membership details.
• Keep the Member experience forefront and centre, and support Front of House and the wider club team to consistently offer excellent customer service on every member visit.
• Actively coach, train and develop the team, addressing any performance issues that may arise promptly and fairly.
• Ensure we have processes and procedures in place to deliver the best possible service and membership experience to members; helping to create a warm, friendly, efficient and welcoming environment across all communication channels.
• Be aware of the importance of Member satisfaction on club performance, and endeavour to make sure all members you join are satisfied with the join up procedure and further use of the club.