Experience

England Netball

• United Kingdom
• Spectator Sports
• 100 - 200 Employee

• Head of Membership

  • Nov 2017 - Present

  Loughborough, England, United Kingdom I am responsible for over 110k members; 3.5k registered netball organisations, across nine regions, and 53 counties. I manage a multi-million pound budget and produce forecasts and sales reports. I am not only responsible for membership acquisition, but engagement and retention. I oversee the customer experience team and the help centre too. I work across six directorates, ensuring everyone is bought into the membership strategy and works to develop the benefits package, whether that be through… Show more I am responsible for over 110k members; 3.5k registered netball organisations, across nine regions, and 53 counties. I manage a multi-million pound budget and produce forecasts and sales reports. I am not only responsible for membership acquisition, but engagement and retention. I oversee the customer experience team and the help centre too. I work across six directorates, ensuring everyone is bought into the membership strategy and works to develop the benefits package, whether that be through partner offers, netball experiences, learning pathways, or events. I work closely with the marketing team to reach new audiences and speak with a resonate voice, leading the customer experience team and supporting the partnerships and delivery team to take excellent care of our volunteers and members, exceeding expectations and maintaining our customer satisfaction and NPS scores. An advocate of the participatory membership model, as described by Jon Alexander of the New Citizenship Project and author of Citizens. Key successes: * Driving membership growth year-on-year to bolster internal revenue streams following Sport England grant cuts, 2016-2017; * Winner of England Netball’s You’re The One award, 2020; * Retained 75% of England Netball’s membership during a global pandemic, later rebuilding membership numbers to pre-pandemic levels ahead of schedule, 2020-2021, and achieving record breaking numbers, 2021-2022 and 2022-2023; * Key stakeholder in England Netball’s new 10-year Adventure Strategy; * Winner of England Netball’s Outstanding Achievement Award in recognition of the contribution made to rebuilding the sport, 2022; * Winner of England Netball’s 2023 Super Star Award. Show less



The MemberWise Network

• United Kingdom
• Education Administration Programs
• 1 - 100 Employee

• Member

  • Feb 2020 - Present

  I am a Member of the MemberWise Network – The Association & Membership Sector’s Leading Free Best Practice Network



Youth Sport Direct

• United Kingdom
• Retail
• 1 - 100 Employee

• Membership Manager

  • Sep 2016 - Nov 2017

  Loughborough Responsibilities included: Performing a strategic review of the membership offer. Performing a financial review and producing a robust sales strategy, identifying daily KPIs and sales targets. Working with the design and marketing teams to produce promotional materials, on brand and on budget. Managing the sales process, from performing a needs analysis, to submitting, negotiating and agreeing membership proposals. Managing and maintaining data, ensuring data protection regulations are adhered… Show more Responsibilities included: Performing a strategic review of the membership offer. Performing a financial review and producing a robust sales strategy, identifying daily KPIs and sales targets. Working with the design and marketing teams to produce promotional materials, on brand and on budget. Managing the sales process, from performing a needs analysis, to submitting, negotiating and agreeing membership proposals. Managing and maintaining data, ensuring data protection regulations are adhered to and records are accurate and up to date. Building customer value and managing contract delivery. Providing high level customer service. Managing the membership accounts. Business development, identifying new areas of potential growth. Reporting on progress year to date. Performing regular income gap analyses and reconciling accounts. Assisting with debt recovery and exceeding income and unit targets.

• Sales Manager (Skills2Achieve programme)

  • Feb 2016 - Sep 2016

  Loughborough Responsibilities included: Managing a team to exceed sales targets. Identifying and initiating contact with existing and prospective customers to sell Youth Sport Direct products, primarily by phone. Building relationships and managing customer accounts, facilitating referrals. Providing support to the Head of Commercial to maximise sales revenue. Producing detailed sales reports and measuring the success of various marketing campaigns and sales strategies. Keeping an Opportunities and Risks… Show more Responsibilities included: Managing a team to exceed sales targets. Identifying and initiating contact with existing and prospective customers to sell Youth Sport Direct products, primarily by phone. Building relationships and managing customer accounts, facilitating referrals. Providing support to the Head of Commercial to maximise sales revenue. Producing detailed sales reports and measuring the success of various marketing campaigns and sales strategies. Keeping an Opportunities and Risks register, escalating concerns and mitigating risks. Providing high level customer service at all times, creating a prospecting and sales process and managing team productivity and performance to ensure customers have a positive experience and all sales opportunities are maximised. Providing line management and support to the Internal Sales Executives.



Youth Sport Trust

• United Kingdom
• Education
• 100 - 200 Employee

• Project Officer - Membership

  • Nov 2014 - Jan 2016

  Loughborough Responsibilities included: Overseeing membership acquisition and retention. Resolving customer queries. Liaising with colleagues, establishing goals, supporting project plans, updating records and communicating activities to stakeholders. Managing and supporting the Project Support Assistant and providing programme support and co-ordination. Working across the Project Support team to proactively implement consistent and efficient ways of working, developing clear and concise project plans… Show more Responsibilities included: Overseeing membership acquisition and retention. Resolving customer queries. Liaising with colleagues, establishing goals, supporting project plans, updating records and communicating activities to stakeholders. Managing and supporting the Project Support Assistant and providing programme support and co-ordination. Working across the Project Support team to proactively implement consistent and efficient ways of working, developing clear and concise project plans, managing complex data to ensure effective reporting, meeting key deadlines and identifying areas for process improvement. Communicating with varied audiences, producing written and verbal reports, managing budgets, juggling priorities and utilising management information systems. Show less



Everyone Active - SLM

• United Kingdom
• Wellness and Fitness Services
• 700 & Above Employee

• Sales Manager

  • Dec 2012 - Nov 2014

  Sutton-in-Ashfield Responsibilities included: Managing the consistent application of the Everyone Active sales process. Managing sales KPIs and ensuring all sales and retention targets were exceeded. Managing and maintaining the CRM. Managing the sales team and their daily performance. Producing sales reports. Managing debtors and Direct Debit rejections and liaising with HO to ensure all membership paperwork is full and complete.



David Lloyd Leisure

• United Kingdom
• Wellness and Fitness Services
• 700 & Above Employee

• Member Relations & Experience Manager

  • Nov 2011 - Dec 2012

  Leicester



Self - Employed

• Group Exercise Instructor

  • May 2006 - Dec 2012

  Mansfield



British Heart Foundation

• United Kingdom
• Non-profit Organizations
• 700 & Above Employee

• Workshop Tutor

  • May 2006 - May 2012

  Loughborough

• Jump Rope For Heart Project Officer

  • Dec 2007 - Jul 2009

  Loughborough



The Bannatyne Group

• United Kingdom
• Wellness and Fitness Services
• 300 - 400 Employee

• Fitness Consultant

  • Oct 2004 - May 2006

  Mansfield