Membership Co-Ordinator

Sandman Hotel Group; Sheffield; On-site; GBP 60,000 - 80,000; Full time

Job summary

A leading hospitality group in England is seeking a proactive Membership Co-Ordinator / Advisor to manage member interactions and drive retention. Responsibilities include engaging new members, resolving queries, and ensuring accurate member records. Ideal candidates will have a background in sales or customer service, strong communication skills, and a genuine interest in fitness. This position offers benefits like complimentary club membership and a supportive team culture.

Benefits

Complimentary club membership

Discounted Food & Beverage

Complimentary Bonus breaks

Qualifications

• Proven experience in sales or customer service, preferably in leisure or fitness.
• Confident communicator capable of handling high call volumes.
• Strong organisational skills and ability to manage multiple tasks.

Responsibilities

• Engage new members through calls to welcome and assist them immediately.
• Drive retention by following up with members to promote engagement.
• Manage membership records ensuring accuracy and compliance.
• Handle payment issues and process membership changes.
• Support sales initiatives and member renewals.

Skills

Sales experience

Customer service

Strong communication skills

Organisational skills

Resilience and target-driven

Tools

CRM systems

Job description

We're looking for a proactive, target-driven Membership Co-Ordinator / Advisor to own the member journey from the first enquiry through to long-term retention. You'll likely be the first point of contact for new members – booking health assessments and inductions, resolving queries, and ensuring every member account is active, accurate, and fully up to date.

You’ll also play a key commercial role in maintaining payment compliance, managing arrears, and driving member engagement to maximise satisfaction and retention.

If you're confident on the phone, thrive in a target-based environment, and know how to build genuine connections that drive sales and retention, this role is for you.

Key Responsibilities

• Engage new members: Call new joiners to welcome them, arrange health assessments, inductions, and answer any initial queries.
• Drive member retention: Follow up with members to check their progress, encourage usage, and promote engagement with club services.
• Manage member administration: Process membership changes, and ensure all records are accurate and compliant.
• Payment management: Monitor failed payments, contact members to resolve issues, and update direct debit mandates to ensure continuity of membership.
• Debt recovery: Proactively chase outstanding balances and work with finance and management to recover overdue payments promptly and professionally.
• Sales & conversions: Support lead follow-ups, membership renewals, and re-engagement campaigns to hit monthly sales and retention targets.
• Customer service: Handle member queries and complaints efficiently, providing professional, solutions-focused support.
• Operational alignment: Liaise with fitness, spa, and reception teams to ensure a seamless member experience.
• Reporting: Track activity, performance metrics, and member feedback, providing updates to management.

Skills & Experience

• Proven experience in sales, account management, or customer service – ideally within a leisure, fitness, or hospitality environment.
• Confident and professional communicator, comfortable handling high volumes of outbound and inbound calls.
• Strong organisational and follow-up skills; able to manage multiple priorities and deadlines.
• Familiar with CRM and membership management systems.
• Commercially aware with a solid understanding of payment processes and revenue protection.
• Resilient, target-driven, and motivated by performance results.
• Genuine interest in fitness, wellbeing, and helping members achieve their goals.

What We Offer

• Complimentary club membership
• Discounted Food & Beverage
• Complimentary Bonus breaks across Sandman Hotels.
• Ongoing sales and customer service training.
• Supportive, energetic team culture focused on performance and results.

We believe that by taking care of our team members, we create a positive atmosphere that benefits both our team members and valued guests. We want you to love coming to work and also find that working with us has a positive influence on your life outside of work.

Summation

Submission of resume does not guarantee an interview or an actual transfer. Qualified applicants are encouraged to apply, provided they meet the minimal requirements of the applicable skills required.

You must be legally entitled to work in UK to apply.

• Applications will not be accepted via email or in person.

We thank all applicants for their interest in Career opportunities with The Sandman Hotel Group, however, only those applicants we wish to interview will receive a reply to their application.

ABSOLUTELY NO PHONE CALLS PLEASE