Description
Warwick is consistently ranked as a top institution worldwide, with a thriving campus community and reputation for excellence.
The University has one largest sports facilities facility provisions in the UK, with a large and diverse membership base, and the chance to contribute growth in a flagship environment.
Warwick Sport is looking for a proactive and analytical Membership Operations Manager to oversee the day‑to‑day delivery of our membership operations, ensuring sustained growth, improved retention, and exceptional service for our community.
This is a key role responsible for optimising our sales systems, managing Leisure Management Systems, and driving the operational processes that support our five‑year financial plan.
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.
ABOUT YOU
Are you educated to HND/BSc/BA level or bring equivalent industry experience.
Do you have proven success in systems and process based role, with a strong understanding of the leisure industry and customer journey.
Can you demonstrate that you consistently process improvements and are confident working with data, producing clear and insightful reports.
Are you comfortable working with CRM and wider IT platforms.
Do you have a background in planning and delivering campaigns and understand the importance of mapping and optimising the customer journey.
Are you a skilled communicator, who excels in interpersonal, written, and verbal communication.
Are you flexible in your approach to work, including availability during evenings and weekends.
ABOUT THE DEPARTMENT
The University of Warwick has endorsed a new strategy for Active Wellness and Sport, re-shaping our Mission to ‘provide access, opportunities and experiences that inspire and enable everyone to reach their potential’.
Warwick Sport sits at the heart of a world‑class university campus, offering exceptional facilities and a mission driven by social impact.
All revenue is reinvested into education, research, and community benefit.
You’ll join a passionate team dedicated to creating memorable member experiences, driving continuous improvement, and shaping a welcoming, dynamic environment for all.
We set and exceed high standards, supporting people every step of the way and look forward to applications from anyone interested to be part of this journey.
What We Offer
- Competitive salary
- Excellent Pension, Salary Sacrifice Scheme,
- Staff benefits including gym membership, pension scheme, and more
- A vibrant, inclusive campus community
