Membership Operations Manager

This is a re-advertisement. Previous candidates for this role need not apply. Location University of Warwick Campus, Coventry Department Warwick Sport Position Type Permanent Salary £31,236 to £34,610 per annum About the Role

Warwick is consistently ranked as a top institution worldwide, with a thriving campus community and reputation for excellence. 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.

• For informal queries about the role, please contact Jonathan Fogarty, Recruitment Manager at

• Despite this role being advertised as full-time, we will also consider applications for employment on a Job Share Basis.

• 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.
• Champion continuous improvement through the sharing of insights and performance trends.
• Line-manage the Membership Coordinator, supporting the full employee lifecycle.

• 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?

The University of Warwick has endorsed a new strategy for Active…