CANDIDATE BRIEF

Overview of the Role

Are you a creative, proactive and customer focused individual? Would you like to join a busy Marketing, Sales and Communications team? Do you have a commitment to providing excellent customer service? 

The University of Leeds has made significant investments into its sporting facilities and currently has approximately 17,000 members who are able to enjoy; a 25 metre 8 lane swimming pool, sauna, steam room, 250 station fitness suite, 150 classes per week across 3 dedicated class studios, an indoor climbing wall, squash courts and indoor sports halls. 

You will be responsible for managing the activities of the sales and marketing team, including the creation and implementation of the membership sales strategy and planning and delivering marketing activities and initiatives to ensure we attain our challenging targets. You will be required to contribute to the wider marketing programme for Sport & Physical Activity, evaluating the impact of activities undertaken and contributing to the general operation of the service. 

You will plan and coordinate the delivery of the service’s retention strategy, advising senior managers across the service on best practice and implementing new programmes/activities/process changes to further improve the retention of our large membership base. 

You will be responsible for overseeing the collection of membership fees, including responsibility for conducting direct debit runs and dealing with late/outstanding fees. 

You will also be responsible for overseeing the delivery of marketing and communications campaigns in line with the University strategy for Sport & Physical Activity. 

The nature of the role means that there will be a requirement for occasional weekend and evening working depending on Sport & Physical Activity programme requirements, for example on University Open Days and Welcome Week. 

Main Duties and Responsibilities

• Responsibility for meeting our challenging membership sales targets and leading and managing the sales team to achieve these membership and other sales;
• Setting and driving attainment of targets and KPIs, and establishing effective sales funnels (digital and in person) to maximise business performance; 
• Devising a strategic marketing plan, analysing competitors, market position, pricing, making recommendations for senior managers and setting the promotional mix;
• Reviewing, reporting and identifying trends in membership and financial figures to senior managers, to inform their business decisions; 
• Working with the Creative Brand Manager to devise promotional campaigns to maximise membership sales success throughout the year and in collaboration with the Digital Marketing team to ensure campaigns are targeted effectively, reaching target audiences through relevant digital channels; 
• Responsibility for the implementation of a comprehensive evaluation process for all marketing and promotional membership initiatives and regular market research and competitor analysis, to make recommendations for improvements to future campaigns and inform future management decisions; 
• Leading the training of the wider Sport & Physical Activity staff team in the sales and membership procedures and upselling techniques; 
• Leading on the retention strategy for Sport & Physical Activity, including establishing new retention targets for the department, working with senior managers as required to make changes to improve retention rates; 
• Managing the servicing of memberships, ensuring that enquiries such as payment details, cancellations and upgrades are dealt with effectively and efficiently; 
• Analysing customer experience data and liaising with senior managers to discuss and advise on improvements to customer communications and customer service; 
• Supporting the wider commercial growth and business development initiatives across Sport & Physical Activity teams to enable their targets, objectives and goals to be met; 
• Leading the Sport & Physical Activity contribution to University Open Days, working with colleagues to maximise their impact and success. 
• Representing University of Leeds at external conferences and networks 

These duties provide a framework for the role and should not be regarded as a definitive list. Other reasonable duties may be required consistent with the grade of the post.

To explore the post further or for any queries you may have, please contact:

Nick Holden - Assistant Head of Marketing, Sales and Communications

Email: n.holden1@leeds.ac.uk

Qualifications and Skills

• Experience in marketing within a customer focused environment and with experience of managing marketing campaigns that deliver tangible results
• Experience of managing staff with a proven ability to motivate and develop staff effectively
• Experience in evaluating marketing campaigns and/or customer experience and conducting comprehensive market research, including the production of reports of findings to inform management decisions
• Excellent customer service, communication and interpersonal skills, with the ability to build rapport and effectively persuade, negotiate and influence others
• Excellent organisational skills, with the ability to effectively manage and prioritise your own and others' workloads and work under pressure to meet deadlines
• A team oriented approach with a proven ability to contribute to a team and work effectively on own initiative
• The ability to drive continuous service improvements
• Excellent literacy and numeracy skills, with the ability to work accurately with high level of attention to detail
• Computer literate with a good understanding and experience of using Microsoft Office packages (Outlook, Word, Excel)

• Chartered Institute of Marketing qualification (or working towards)
• Experience of consumer e-marketing

Additional Information

Working at Leeds 

We are a campus based community and regular interaction with campus is an expectation of all roles in line with academic and service needs and the requirements of the role.  We are also open to discussing flexible working arrangements. To find out more about the benefits of working at the University and what it is like to live and work in the Leeds area visit our Working at Leeds information page. 

Our University  

At the University of Leeds, we are committed to providing a culture of inclusion, respect and equity of opportunity that attracts, supports, and retains the best students and staff from all backgrounds.  Whatever role we recruit for we are always striving to increase the diversity of our community, which each individual helps enrich and cultivate.  We particularly encourage applications from, but not limited to Black, Asian, those who belong to a minority ethnic community; people who identify as LGBT+; and disabled people.  Candidates will always be selected based on merit and ability.

Information for disabled candidates

Information for disabled candidates, impairments or health conditions, including requesting alternative formats, can be found on our Accessibility information page or by getting in touch with us at hr@leeds.ac.uk

Criminal Records

A criminal record check is not required for this position. However, all applicants will be required to declare if they have any ‘unspent’ criminal offences, including those pending.

Any offer of appointment will be in accordance with our Criminal Records policy. You can find out more about required checks and declarations in our Criminal Records information page.