Description:
Working closely with the Membership Sales Manager, you will ensure that both front‑end and back‑office systems are efficient, user‑focused, and seamlessly integrated.
Your work will directly contribute to operational excellence, improved customer journeys, and strong commercial performance — all while upholding the mission and values of the University of Warwick.
Key Responsibilities CRM & Sales Technology Management
- Lead the daily administration and optimisation of our membership platforms, including Gladstone and Endurance Zone.
- Manage system tasks such as audits, BACs, Direct Debit processes, RCP, and product setup.
- Co‑manage CRM initiatives with the Marketing team to ensure consistent data use and unified customer communications.
- Produce accurate, insightful membership and sales reports for senior leaders, supporting forecasting and performance reviews.
- Support the Membership Sales Manager by responding to member enquiries and ensuring outstanding service delivery.
- Identify and drive opportunities for automation, improved reporting, and system enhancements.
Cross‑Department Collaboration & Business Development
- Work collaboratively across Marketing, IT, Active & Performance, Operations, and Customer Service teams to deliver aligned member experiences.
- Support sales and marketing campaigns through system configuration, data segmentation, and post‑campaign analysis.
- Act as a key link across departments to unlock new business development opportunities and strengthen member engagement.
- Champion continuous improvement through the sharing of insights and performance trends.
- Line‑manage the Membership Coordinator, supporting the full employee lifecycle.
Customer Insights & Retention
- Analyse member feedback, NPS data, usage patterns, and retention metrics to inform targeted engagement strategies.
- Support the delivery and evaluation of the no‑show policy.
- Help develop retention initiatives, identify at‑risk members, and contribute to personalised outreach strategies.
- Ensure members feel valued through effective communication and feedback loops.
- Support outreach activity and member‑focused events as required.