Business Development & Customer Experience Manager

The role

The Business Development & Customer Experience Manager is responsible for driving income growth and community engagement through proactive sales strategies, effective marketing campaigns, membership growth and retention initiatives, and the delivery of high-quality events. The role plays a pivotal part in maximising the commercial success of the Leisure Centre while ensuring a positive customer experience and alignment with the Centre’s strategic goals.

Responsibilities & Outcomes

Sales & Membership

• Develop and deliver innovative sales strategies to increase membership numbers, including corporate and community partnerships.
• Monitor membership trends, analysing data to identify growth opportunities and reduce attrition.
• Lead on membership enquiries, tours, and onboarding to ensure a seamless customer journey.
• Maintain a pipeline of prospective members and regularly report on progress to the Contracts Manager.

Marketing & Promotion

• Plan, deliver, and evaluate marketing campaigns across digital, print, and social media channels.
• Manage the Centre’s brand identity and ensure consistent messaging.
• Work closely with the Contracts Manager to align marketing activity with business plans and budgetary objectives.
• Produce engaging content that highlights the Centre’s services, programmes, and events to attract new audiences.

Events Management

• Lead the planning, promotion, and delivery of events that support community engagement, membership retention, and revenue growth.
• Oversee logistics, suppliers, staffing, and risk management to ensure events run smoothly and within budget.
• Evaluate events, capturing feedback to inform continuous improvement.

Leadership & Collaboration

• Build strong relationships with local organisations, schools, clubs, and businesses to generate opportunities for partnerships.
• Work collaboratively with operational teams to ensure that marketing, membership, and event initiatives are integrated into the customer experience.

Financial & Administrative

• Prepare and manage budgets for marketing and events activities, ensuring value for money and income generation.
• Provide regular reports to the Contracts Manager on KPIs including membership numbers, revenue, marketing reach, and event outcomes.
• Ensure compliance with data protection, safeguarding, and health and safety standards in all areas of responsibility.

This job description is not intended to be exhaustive, and duties may be altered from time to time.

General Role Expectations

The overall purpose of this role is:

• to promote and raise the profile of LeisureSK.
• to ensure the facility is managed in accordance with LeisureSK standards and always delivers an excellent level of service to customers.
• to support all other team members when on shift.
• to communicate with the management team whenever there are any concerns or feedback.

Compliance & Standards

• Ensure all duties are carried out in line with current legislation and the leisure centre’s health & safety, safeguarding, and equality policies and procedures.
• Complete all required training and refresher courses in a timely manner.
• Actively contribute to a safe, inclusive, and positive environment for all users and staff.

Person Specification

Relevant Experience - essential

• Proven track record in sales, marketing, or business development, preferably within leisure, hospitality, or related sectors.
• Strong organisational skills with experience in planning and delivering events.
• Excellent communication and interpersonal skills, with the ability to influence and build rapport with diverse stakeholders.
• Results-driven, with experience of meeting targets and delivering measurable outcomes.
• Digital marketing skills, including social media, content creation, and analytics.
• Budgeting and ROI measurement for campaigns and events.
• Business development, pipeline management, and strategic planning.

Qualifications - desirable

• Degree in Business Administration/ Marketing/ Communications or related field; or equivalent work experience

Job Related Skills - essential

• Ability to communicate effectively with colleagues and customers
• Ability to follow routine verbal and written instructions
• Ability to work in an organised and methodical manner
• Proficient in IT - Microsoft Office (Word, Excel, Outlook, PowerPoint), a CRM, Internet and social media.
• Full UK driving licence preferred.

Behaviours - essential

• Flexible approach to work, with a positive attitude
• Strong organisational and multitasking skills, thriving in a fast-paced environment
• Takes personal responsibility and pride in your own work
• Results-driven, target-oriented mindset.
• Creative problem-solving skills.
• Ability to adapt in fast-paced, member- or client-focused environments