SwimStars Impact Manager job with Becky Adlington's Swim Stars in Manchester, United Kingdom | Leisure Opportunities
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Becky Adlington's Swim Stars
Up to 25-28.5K and PRP dependent on experience
Manchester, United Kingdom
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Reporting to: National Account Manager Becky Adlington’s SwimStars
Hours: 40 Hours per week (including occasional weekends and evenings)

Summary of Role
BASS Ltd is embarking upon an expansion plan to grow our partnership of Learn to Swim sites across the UK. We are seeking a unique individual to progress in our dynamic and fast-paced team. This is a planning and implementation role to improve the customer journey based in Manchester and one that requires a passionate manager to lead and deliver, focusing on exceptional customer service at all times.

Specific Responsibilities
* Supporting in the role out of Becky Adlington SwimStars programme nationwide
* Implement and manage programme improvements to ensure the Customer Journey is continually improved whilst working inside the budget
* Work alongside the Development Manager to ensure the operational effectiveness of the entire programme to deliver the highest quality customer journey possible
* Write and implement processes for all areas relating to customer journey improvements and maintenance
* Implement targeted, successful recruitment programme
* Maintain KPI’s to ensure they are excelled and expansion goals are achieved on schedule and within budget
* Manage induction process for all new teachers to ensure smooth transition
* Work closely with business partners to ensure customer journey is enhanced rather than disrupted where changes need to be made
* Work with the company’s marketing executive to ensure maximum benefit of all campaigns and share innovative ideas continually
* Managing at least one venue
* Manage the loyalty programme and events associated
* Dealing with client focused campaigns
* Liaise with swim teachers to enhance customer journey
* Work with a team of coordinators and teachers to ensure all appear smart, tidy and have all tools needed to deliver the best experience possible
* Analyse venue and region failure data and implement improvements specifically
* Minimise complaints across the account by using the appropriate reporting, complaint handling, follow-up and identify training needs
* Achieve targeted NPS rating
* Visit sites on an adhoc basis to continually improve venue specific customer journey
* Manage, improve and strengthen teacher relationships by the Teacher Engagement Programme
* Completing administrative work as required.
* Providing a high level of customer service at all times
* Problem solving
* Updating information using in house system
* Project managing any improvements on the product
* Act as brand guardian for key accounts
* Manage stock and distribution and upkeep of teacher, parent, coordinator and swimmer packs, awards, and teacher uniform

NB. Whilst this list contains the main duties you will be responsible for, it is not considered to be exhaustive.

Person Specification
We are looking for an enthusiastic, confident, self-starter who has knowledge of the SwimStars programme and the ability to inspire and deliver exceptional results. You are passionate about sport and the way in which physical activity can change people’s lives. Most importantly, you are focused and driven to deliver on time and within budget without ever compromising the Becky Adlington SwimStars experience. You are a natural leader, a person who leads by example and demonstrates good judgement at all times. You will be Swim England Level 2 qualified.

* Good spoken and written communication skills
* Strong presentation and negotiation skills
* Confidence, tact and a persuasive manner
* Good organisational and time management skills
* Good 'people skills', for working with a range of colleagues and clients
* The ability to lead and motivate a team
* A willingness to work long hours, often under pressure
* A professional manner
* Good business sense and the ability to work to budgets.
* Ability to present reports to management team
* Understands the customer journey from end to end

* Experience of managing key accounts
* Business retention experience
* Ability to maximise opportunities to grow and develop ongoing accounts
* Represent the organisation professionally at various meetings
* Experience of producing management information and reports
* Proven track record of generating revenue and key account managing
* Previous experience of working to set company targets and understanding the financials around them
* Ensuring a world class standard of customer service is delivered at all times
* Self-motivated and able to work without supervision
* Creative thinker
* Passionate about grassroots sports
* Involvement and interest in sport
* Excellent communication skills both written and verbal
* Ability to build and maintain effective working relationships with a wide range of people and organisations
* Experience of delivering training and upskilling team members

General Requirements
Full UK Driving License, Flexible approach to work and hours needed
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