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Key skills for this role
Role Overview
The Sales & Experience Consultant (Call Centre) delivers inbound and outbound sales and service interactions supporting member acquisition, retention, and overall member experience.
Based at Head Office, the role is the first point of contact for prospective and existing members and owns the early stages of the sales funnel.
The role combines commercial discipline, CRM accuracy, and customer-focused service while supporting club performance remotely.
Key Skills for This Role
Full Job Posting
Role Overview
The Sales & Experience Consultant (Call Centre) delivers inbound and outbound sales and service interactions supporting member acquisition, retention, and overall member experience.
Based at Head Office, the role is the first point of contact for prospective and existing members and owns the early stages of the sales funnel.
The role combines commercial discipline, CRM accuracy, and customer-focused service while supporting club performance remotely.
Sales, Leads and Appointments
- Own outbound lead contact, qualification, and appointment booking for the membership sales funnel.
- Contact new and existing leads through phone, WhatsApp, email, and digital channels.
- Convert leads into qualified appointments for in-club Sales & Experience Consultants.
- Achieve daily, weekly, and monthly appointment and conversion targets.
- Support sales campaigns, promotions, referrals, and corporate lead follow-up.
CRM and Data Accuracy
- Maintain accurate CRM records, call notes, and appointment updates.
- Adhere to lead response SLAs and log activity accurately for forecasting and reporting.
- Provide reliable pipeline visibility to the Sales Manager.
Member Experience and Service
- Conduct proactive service and experience check-in calls with new members.
- Support renewal reminders, save campaigns, and win-back campaigns.
- Handle inbound enquiries about memberships, access, services, and facilities.
- Resolve issues at first point of contact where possible and escalate complaints appropriately.
Teamwork and Standards
- Work with in-club Sales & Experience Consultants to maximise appointment show rates and support a joined-up member journey.
- Adhere to SOPs, scripts, data protection, confidentiality, and brand standards.
- Meet productivity, quality, and outcome KPIs and support continuous improvement.
Experience and Qualifications
- Experience in a call centre, telesales, or customer service role.
- Confident and professional telephone manner.
- Ability to work in a target-driven environment.
- High attention to detail and data accuracy.
- Comfort handling objections and complaints.
- Experience using CRM systems and Microsoft Office.
- Arabic and English language skills are preferred.
- Flexibility to work shifts, evenings, and weekends if required.
Success Measures
Lead contact and response rate.
Lead-to-appointment conversion percentage.
Appointment show rate and appointments booked against target.
Renewal and retention call completion rate.
Positive member feedback, CRM accuracy, and SLA adherence.
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