Membership Operations Manager (104301-0226)
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Occupation Type
Sales related occupations not elsewhere classified.
Occupation Code Skill LevelMedium Skilled - Extending
Sponsorship EligibilityIneligible for Sponsorship
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Description
About The Role
Informal Queries
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
Informal Queries
- For informal queries about the role, please contact Jonathan Fogarty, Recruitment Manager at Jonathan.fogarty@warwick.ac.uk
- Despite this role being advertised as full-time, we will also consider applications for employment on a Job Share Basis.
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.
- 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.
- 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.
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?
For details on the experience and skills required, please refer to the job description attached as a PDF below.
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.
About The University
We are a world-leading research-intensive university founded in 1965. We are ranked 106th in the world and 8th in the UK.* Additionally, 92% of our research is rated world-leading or internationally excellent.**
Find out more about us at warwick.ac.uk/about/.
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.
About The University
We are a world-leading research-intensive university founded in 1965. We are ranked 106th in the world and 8th in the UK.* Additionally, 92% of our research is rated world-leading or internationally excellent.**
Find out more about us at warwick.ac.uk/about/.
- World University Ranking 2024, Guardian University Guide 2025
What We Offer
- Competitive salary
- Excellent Pension, Salary Sacrifice Scheme,
- Staff benefits including gym membership, pension scheme, and more
- A vibrant, inclusive campus community
- Please review the Job Description and the Person Specification.
- Think about all the different types of roles you have had or work that you have done to support your application.
- For each of the essential criterion, we would recommend you provide evidence/an example of what you have done that demonstrates that you have the experience, skills, or knowledge we are looking for.
- Remember to tell us why you want to work for Warwick Sport. Look at our website Gym, fitness, swim & more | Sports and Wellness Hub to make sure that you understand the range, scope and scale of our work. Explore our context.
- CLOSING DEADLINE: Sunday 8th March 2026 at 11:55pm (UK Time)
Your CV Should Include
We Provide a Comprehensive Range Of Benefits, Including
- Your education and employment history (including your most recent employment).
- Any other relevant experience (e.g. volunteering, extracurricular, etc.).
- Your motivations for applying to the role.
- Using examples, how you meet the essential and desirable criteria detailed in the job description (PDF attached below).
- Interview Date: Round 1: 19th March 2026, Round 2: 26th March 2026
- Start Date: As soon as possible
- All application forms must be submitted before the closing deadline. You will not be able to submit after 11:55pm (even if you opened the form earlier). Only applications submitted via our official careers portal (warwick-careers.tal.net) will be considered.
We Provide a Comprehensive Range Of Benefits, Including
- An attractive pension scheme.
- 26 days holiday plus University Christmas closure.
We are proud to be a Living Wage employer.
Our Commitment to Inclusion
To find out more about our commitments to equality, diversity, and inclusion, please see: Our Commitments | University of Warwick
Job Description
JD - Membership Operations Manager (104301) (2).pdf – 92KB Opens in a new window
Right to Work in the UK
If you do not yet have the right to work in the UK and/or are seeking sponsorship for a Skilled Worker visa, please follow this link which contains further information about obtaining the right to work in the UK.