AusLeisure

Role Overview

This part-time position is responsible for:

• Achieving new independent business targets including new modality targets
• Researching and building databases for new independent businesses and Industry suppliers
• Recovering expired/lapsed members
• Provision of high-quality telephone and email sales & service support to new business, current and expired members in accordance with member retention, escalation, lead generation and recovery lifecycles.
• Achieving industry supplier membership targets
• Account managing sponsors and partners
• Maintaining accurate customer/membership database
• Supporting the broader operations team as required

Major Responsibilities:

• Current Member Service and Retention
• Conduct outbound sales calls for new independent businesses
• Conduct outbound contact to ensure member retention targets are achieved
• Deliver exceptional service and support to current members (Exercise Professionals, Sole Traders, Business Members and GBRC’s) via telephone and online in accordance with member retention lifecycles. 
• Contribute to continuous improvement of retention processes and standards. 
• Service portfolio through regular and scheduled communication
• Ensure member information remains up to date and relevant business information (feedback) is collected. 
• Promote and maintain high levels of member satisfaction, engagement and retention. 
• Conduct outbound contact to recover lapsed/expired members 
• Supporting group business relationships
• Maintaining and supporting organisation initiatives for example the RTO graduate on-boarding and registration transfers
• Build and maintain effective relationships with designated business member portfolio
• Evaluate and improve the business membership lifecycle
• Promote and evaluate and improve the business membership value offerings, Potential Member Service & Conversation 
• Conduct outbound contact to ensure member conversion targets are achieved. 
• Deliver exceptional service and support to potential members (AusREP, ST M, BBM, BM and GBRC’s) via telephone and online in accordance with escalation and lead generation functions. 
• Contribute to continuous improvement of conversion processes and standards 
• Member contact is managed in accordance with agreed protocols and timeframes. 
• Ensure member information remains up to date and relevant business information (feedback) is collected. 

Industry Engagement & Service

• Ensure customer enquiries and registrations are managed in accordance with agreed protocols and timeframes.
• Promote and maintain high levels of client satisfaction, engagement and retention.
• Maintain high quality member engagement & satisfaction
• Conduct complaint handling processes in accordance with organisation protocols and expectation
• Assist in promotion of relevant Fitness Australia projects, events, campaigns & initiatives to portfolio members

Organisation Excellence

• Contribute to agreed financial & organisation targets 
• Maintain understanding of all registration requirements & processes 
• Maintain professionalism throughout portfolio interaction & engagement 
• Contribute to the implementation of organisational initiatives to develop and enhance the organisational culture 
• Maintain thorough knowledge of Fitness Australia’s strategies, initiatives, products and services

Qualifications
Essential
• Qualifications in business.
• Outbound sales and account management skills are essential
• Working with Children clearance

Experience
Essential
• Experience in a related field or similar role; outbound sales experience, customer support/ service, membership management/support 
• Understanding of Pilates & Yoga modalities and businesses

Desirable
• Experience working with a professional/industry association, or service industry in quality systems management or education & training

Personal qualities & behaviours
Essential
• Excellent telephone manner and interpersonal skills
• Excellent verbal and written communication 
• Excellent IT and data management skills 
• Excellent organisational and multi-tasking skills
• Ability to work efficiently and prioritise to achieve defined team and individual daily, weekly and monthly KPIs

Desirable
• Capacity to work efficiently on multiple campaigns, ensuring that campaign deadlines and budgets are met 
• Sound knowledge of the Australian Fitness Industry and exercise professional service delivery 
• Interest in fitness, health and promoting a quality culture in the fitness industry 

Job benefits and perks
We are an energetic and innovative team working on activating the nation: Every body, Every way, Every day. You will receive training, including ongoing development in your role.

Our employees are at their best when they have balance in their lives, so by joining our team you will have:

• flexible working arrangements
• weekly physical activity time available
• access to Employee Assistance Program and Workplace Wellbeing Clinician 

Please email a cover letter and resume.

Click here to apply.