Job title: Customer Retention Executive

Hours:  37.5

Location:  Havant Leisure Centre

Salary:   £28,000

Looking for a workplace that ignites your passion, values respect, encourages innovation, and embraces being dynamic? Look no further! This role offers you the opportunity to join a team that believes in empowering its colleagues to unlock their full potential with Horizon.

The Trust:

Horizon Leisure Centres is a leisure trust operating since 1997, with centres in Waterlooville, Havant and Guildford. We are passionate about health and wellbeing and are committed to making an outstanding positive impact on our customers and within our local community. Our mission is to support and inspire our local communities to live healthier and happier lives by providing affordable access to sport and leisure facilities to all.

The Role:

You’ll be at the heart of our member community, the friendly voice, the problem-solver, and the motivator who helps members stay engaged on their wellbeing journey.

This role blends:

• Meaningful relationship-building
• Insight-driven action
• Hands-on outreach
• Clear, measurable KPIs
• Real impact on member satisfaction and revenue

You’ll work with members who might be losing momentum, facing barriers, or considering cancellation, and help them feel supported, recognised, and inspired to stay.

Interested? Want to know how you can join our team? Take a look at this great opportunity! 

We are looking for a Customer Retention Executive to join us in transforming our business from 'good' to 'great'! You'll thrive here if you: 

• Love talking to people and building genuine rapport
• Are confident making outbound calls and having meaningful conversations
• Can stay calm, positive, and solutions-focused, even in tough moments
• Are motivated by KPIs and proud to hit (and exceed!) targets
• Enjoy analysing feedback and spotting trends
• Care about helping people feel supported, encouraged, and valued
• Are a team player who wants to make a real impact

What does the role involve? 

A hands-on role that requires you to: 

• Proactively contact high-risk members through calls, emails, and in-person conversations.
• Use CRM insights to identify patterns, risk factors, and opportunities.
• Deliver personalised, brand-aligned communication that makes members feel valued.
• Capture feedback and exit insights that help shape our service.
• Reactivate members who’ve slipped away and celebrate the wins!
• Track and report KPIs that show exactly how your work is making a difference.

KPIs That Drive Success

You’ll be measured and motivated by meaningful outcomes, including:

• Reduction in churn across both centres
• Number of “saved” memberships
• Attendance recovery rates
• Member sentiment and satisfaction scores
• Volume and quality of outreach activity
• Reactivation of previously inactive members

Your Skills and competencies: 

• Exceptional interpersonal and communication skills, both digital and face-to-face
• Strong emotional intelligence and empathy when handling customer concerns
• Data-literate; comfortable analysing CRM and attendance trends
• Organised, proactive, and results-oriented with attention to detail
• Creative mindset for developing engagement ideas and campaigns
• Passionate about health, wellbeing, and inclusive community values

Your Experience: 

• Experience in customer service, membership management, or community engagement (ideally in fitness, leisure, or hospitality)
• Knowledge of CRM systems and member communication tools e.g. Legend.
• Understanding of retention principles, customer lifecycle management, or loyalty programmes
• Basic marketing or events experience beneficial but not essential

What you can expect from us: 

• A comprehensive induction and training programme; you don’t need to have worked in the leisure industry before. We will teach you all you need to know! 
• Support from the wider team who have a great deal of combined knowledge and experience and who are eager to help you succeed! 
• Variety; no two days is the same! 
• An environment that encourages innovation and free thinking, surrounded by really dynamic, empowered individuals.  

Benefits: 

• Free access to our award-winning gym’s and exercise classes for you and a +1
• Employee discounts and wellbeing platform
• Healthcare Cash plan
• Free 24/7 access to GPs using our SmartHealth plan
• Holiday purchase scheme (subject to eligibility) 
• Employee Assistance Programme - support for when you need it most 
• 23 days annual leave + 8 days bank holiday
• Internal recognition schemes 
• Opportunities for training, development and progression 
• Free onsite parking - subject to availability 
• Hybrid and family friendly policies  
• Generous company sick pay scheme 
• Employee referral scheme 
• Company pension scheme 
• Death in service benefit 
• And much more.... 

This role will be based at Havant but will be expected to travel to other company site as the need requires. 

Interview Process: 

The recruiting manager will review your CV and if shortlisted, you will be invited to a formal interview/assessment process where we will evaluate your suitability for the role. 

There may be times when due to the volume of applicants to need to close a vacancy early to avoid disappointment, be sure to get your application in as soon as possible! 

If you are a recruitment agency, please note we operate a PSL and do not take cold calls.

Full job description is available upon request.