Retention Manager - Drive Customer Satisfaction
Location
: Hounslow, Greater London
Job Type
: Interim or Permanent
Salary
: £18-£19 per hour
About the Role
4Leisure is seeking a dynamic and customer-centric Retention Manager to join a fantastic leisure facility in Hounslow. In this pivotal role, you'll spearhead the membership retention efforts and elevate customer satisfaction to new heights. Your mission will be to inspire your team, meet ambitious retention targets, and create an experience that keeps customers coming back.
Key Responsibilities
- Develop and implement innovative strategies to boost membership retention across all sites
- Lead a high-performing team to deliver exceptional customer service at every touchpoint
- Manage sales, bookings, and customer inquiries with expertise and efficiency
- Conduct targeted outreach to at-risk members, turning potential cancellations into renewal opportunities
- Design and execute a comprehensive onboarding program for new members to ensure long-term engagement
- Handle multi-channel customer communications (phone, email, live chat) with professionalism and care
- Consistently meet and exceed retention targets through persuasive sales techniques and relationship building
- Optimise reception operations to ensure a seamless customer experience
- Collaborate on lead generation initiatives and maintain an accurate, up-to-date customer database
Ideal Candidate
- Proven track record in customer service and sales, with a focus on retention strategies
- Exceptional communication skills, both written and verbal
- Strong leadership abilities with experience motivating teams to achieve ambitious goals
- Advanced negotiation and problem-solving capabilities
- Ability to thrive in a fast-paced environment with excellent organisational skills
- Genuine passion for the leisure industry and commitment to service excellence
What We Offer
- Competitive hourly rate of £18-£19
- Training and career development opportunities
- Convenient onsite parking
- Generous pension scheme
Apply now
If you have the experience, passion, and drive to make a real impact in the leisure industry, we want to hear from you. Apply now to be part of a dynamic team that's shaping the future of customer retention and satisfaction.