As part of the Senior Management Team, I have direct responsibility of Operations and Marketing for three sites. The Linskill Centre is a thriving community facility in North Shields, with two more sites at the Royal Quays and Battle Hill, providing places to learn, relax and engage in activities. The Trust employs over 60 people working in various roles within the Linskill Centre ranging from administration, finance, marketing, community development, catering, maintenance and the nursery.The Linskill attracts over 160,000 visitors per year through its community groups, tenants, weekly activities programme, nursery, events and cafe. Within the centre you will find an Ofsted registered nursery for 76 children, new commercial kitchen and cafe, two large halls and licensed bar, 10 meeting rooms and 20 permanent tenants based at the centre, offering support services across North Tyneside.

Responsible for supporting the teams across the North East Region; coaching and driving performance.Ensure an outstanding member experience is consistently delivered, service standards are high and a high quality fitness product is offered.Responsible for club EBITDA, member retention and growth, operational standards and member experience at the North Shields club; managing the Personal Training, sales and front of house teams to maximise growth and member experience.

Responsible for the day to day operations of the club, ensuring it is operated consistently to deliver the highest of standards and performance in sales and personal training services, prioritising safety & ensuring brand standards are met at all times.Creating an engaging environment for our 7,000+ members, ensuring they receive the highest levels of customer service; deal efficiently with member feedback & deliver effective resolutions.Recruitment, training & development of club staff including a target driven Sales team, Personal Trainers, and Front of House Team. Coach and motivate the staff teams to achieve high targets in membership sales and personal training revenue.

Responsible for leading & inspiring my team to deliver the company’s vision to become the World’s Most Loved Health Club. Recruitment, training & developing a fantastic Head of Department team and drive them to engrain an ethos amongst our people to create exceptional service at every stage of our members’ journey.Ensuring the club is operated consistently to deliver a great member experience, prioritising safety & ensuring brand standards are met at all times.Creating an engaging environment for our members, ensuring they receive the highest levels of customer service at all times, whilst dealing efficiently with member feedback & deliver effective resolutions.Increasing membership through the sales team, whilst also focussing on member retention through the delivery of brilliant basics.Maximising revenue opportunities across all ancillary revenue streams, whilst controlling costs ensuring targets are met.Key Achievements: +14% improvement in Service and NPS scores over an 8 month period; Achieved highest club score in health and safety audit in 4 years, and first pass in 2 years (+13% uplift in 12 months); Finance audit score: +24% improvement in financial compliance over 12 months; Personal training revenue budget achieved for 23 consecutive months (average £29.7k/month) with +£19k vs budget and +£12k versus PY; PT margin +£7.5k vs annual budget (total 2017 actual margin £197k); Highest performing club in the region for 2017 Junior membership revenue: +£12k vs budget and £10k vs PY revenue, despite no dedicated creche space; Achieved +net gain on Junior Memberships (one of only 6 clubs to do so); Strong Terminations performance vs. budget: +238 members saved vs. 2017 budget and +443 members saved vs PY actual; Brand Standards audit score improvement +20% over 12 months; Shaping and building a strong and committed team with the appointment of 6 new department heads; +17% improved People Survey score (staff engagement)

Directly responsible for the operation of all services on a day-to-day basis. Developed, managed, and drove the organisation’s key programme and service areas of health and fitness, sports, social and leisure programmes, suitable for all ages and ensuring the needs of the community are served.Prepared and directed achievement of service delivery targets in membership sales, retention and customer satisfaction.Planned, developed, and implemented creative health, fitness and sports programmes for varied populations including seniors, youths and athletes. Overall responsibility for developing and delivering a marketing and communications strategy with the aim of maximising use of the Centre by all sectors of the community. Demonstrated experience of forward planning, including strong financial management and strategic planning, budget management and forecasting, and full profit and loss responsibility. Key Achievements:Successful in securing over £300,000 in funding for capital improvements and programme development projects • Achieved a break-even financial position within 3 years from a £250K deficit on handover • Lead on a new 5 year strategic plan for the organisation • Lead on several refurbishment and construction projects, including the creation of a new dance and physical activity space and reception area, new 3G sports pitch, Functional Training Studio, Virtual Group Cycling Studio, and upgraded Free Weights and Olympic Lifting facility • Development of new company brand, website, and social media profile • Built database of 6,000+ prospects from scratch • Increased number of memberships and service users month on month since handover from local authority • Smooth and seamless transition from local authority based systems to in-house management • Added new services including children’s Holiday Clubs, a Special Events Venue; and numerous other sports programmes and specialty fitness training opportunities for the community.

Provided leadership and oversight of the programme areas of Health and Wellbeing; Children’s and Young People’s Services, Personal and Social Development, and the Arts.Developed, managed, and was responsible for driving the organisation’s key programme and service areas of health and fitness, sports, arts, social and leisure programmes.Lead responsibility for association’s business planning process relating to health and fitness operations, member recruitment and retention.Designed and implemented new and innovative programme initiatives including school and youth activity programmes; Family Fitness; In-gym incentives and fitness challenges; social and special events for seniors; and specialised fitness training programmes for local athletes.Managed and supported staff teams and achievement of performance standards in: health and fitness instructors, child care and youth workers, housekeeping and facility management staff, front of house and membership sales teams, art tutors, as well as numerous volunteers.Oversaw marketing and advertising for membership recruitment; increased profile of YMCA via publicity and awareness events; Lead on special events including community open days, member appreciation events, performing arts concerts, outdoor fitness demonstrations.

Oversaw the operation of a large, diverse, urban health and fitness facility with over 4500 members. Responsible for maintaining department budget criteria for $2 million+ membership and programme revenue, payroll and operational expenditure. Marketed and promoted membership, health and wellness programmes including the design of print ads, brochures, monthly newsletter, posters and other promotional materials. Collaborated with numerous neighborhood and city-wide agencies for the promotion of health and wellness in the community. Designed, supervised and coordinated the programmes and services in the key areas of the health and fitness member services area. This included Member Services, Fitness, Aquatics, Group Exercise and Sports programmes. Provided training and evaluation of all staff including membership sales and service representatives, fitness instructors and personal trainers, aquatics staff, and youth sports instructors. Held position of co-chair of the YMCA of Greater Boston’s Fitness Quality Team providing professional fitness guidance and direction for 11 other YMCA branches around the City of Boston. Planned, developed, and implemented creative health and fitness programmes for varied populations including seniors, youths and athletes. Coordinated special events including sports leagues and tournaments, YMCA 5k Road Race, health fairs, cycling and hiking trips, health screenings, and specialty classes.Created innovative facilities including a Functional Training Studio and Virtual Cycling Experience.