Becca Kunzi
Rochester,,UK
Summary
Administrative leader experienced in business operations and team oversight. Seeks opportunities to improve processes, procedures and practices. Excels with minimal supervision and decisively approaches problems. Achievements include bringing a club back to pre-COVID membership numbers, winning "Team Member of the Year" and achieving third place in number of sales within the whole company.
Overview
8
8
years of professional experience
9
9
years of post-secondary education
Work History
Leisure Club Manager
YouFit Health Clubs
Rochester, Medway
08.2024 - Current
- Enhanced member satisfaction by resolving complaints promptly.
- Trained staff in customer service skills, enhancing member engagement.
- Led and managed administrative staff to maintain smooth daily operations.
- Analysed market trends, adapting offerings to meet member demands.
- Developed marketing strategies to attract potential members.
- Designed and implemented training to further develop staff based on business goals.
- Reviewed financial reports regularly, identifying opportunities for cost savings.
- Monitored club facilities maintenance, maintaining a clean and inviting atmosphere.
- Ensured compliance with safety regulations, promoting a secure environment.
Consultant
Sported
11.2023 - 01.2025
- I am working on the Go! London project and work with multiple sporting communities to support them gaining sustainable funding
- This has included:
- Personalised development planning;
- Developing fundraising strategies & planning for both the short- and long-term; includes support in deciding which funds to approach as each have different priorities and selection criteria;
- Organisation of and leading networking events;
- 1-2-1 feedback clinics;
- Leading webinars on income generation, mental health and fitness, and disability in sport
Carer
Self-Employed
London
08.2023 - 07.2024
- Provided substantial day-to-day support to two family members with debilitating chronic illnesses;
- Support included support with activities of daily living (ADL) and instrumental activities of daily living (IADL), such as dressing, functional mobility, personal hygiene, and paying bills and other necessities;
- Provided basic medical care and arranged additional medical care where needed, including the arrangement of and travel to appointments
Club General Manager
Énergie Fitness
London
06.2023 - 08.2023
- Overall management of approx
- 1000-member gym;
- Development and execution of a sales and marketing plan including use of social media, marketing and promotions;
- Responsibility of HR and H&S compliance, including setting up and review of risk assessments, facility & equipment maintenance and day-to-day compliance of SOPs and EAPs;
- Working with the owners to address H&S audits and related issues;
- Management of the club's rota and P+L, including setting of sales/cancellation budgets and payroll management;
- Building relationships with local corporate businesses to coordinate wellness days, benefits fairs, and related events;
- Managing the customer journey by ensuring the team are coached on expectations, sales process and basic enquiry handling;
- Line management of a team of personal trainers, duty managers and group exercise instructors with experience in timetable management
Head of Membership & Duty Manager
Virgin Active
London
04.2022 - 02.2023
- Membership management of approx
- 3500 members, including sales management, feedback & complaints handling, and improving the customer experience;
- Line management of both front of house and sales teams with a focus on ensuring high class service is provided and sales budgets are achieved;
- Completion of duty management shifts, ensuring standards, safety and service for members and staff
- Included the development of risk assessments and completion of relevant qualifications (such as first aid, pool responder, and mental first aid);
- Responsibility for achieving financial and membership KPIs, including club EBITDA, membership revenue and customer satisfaction scores;
- Responsible for building corporate partnerships;
- Event management both in club and with local businesses, as well as overall activity planning (such as in club challenges, referral desks and 'meet the expert' days);
- Use of software such as Exerp, Power BI, Dynamics 365 and other Microsoft applications to provide detailed financial and operational insights
Client Services Manager & Duty Manager
Nuffield Health
London
10.2020 - 04.2022
- Oversee the site's monthly banking and other financial processes;
- Completion of direct debit runs, AUDDIS runs and BACS checks;
- Membership & revenue reporting -providing data metrics to track business performance, including membership penetration and active members;
- Line management of the Client Services team, including recruitment, on-boarding and CPD;
- Sales management and event planning;
- Ongoing improvement of processes relating to the member journey and the utilisation of member satisfaction surveys (with an achievement of an NPS score of 69);
- Collaboration with other managers to ensure business goals and KPIs are met or exceeded;
- Completion of duty management shifts
Client Services Administrator & Duty Manager
Nuffield Health
London
09.2017 - 10.2020
- Deal with enquiries in a professional manner with full working knowledge of the business;
- Ensure all membership details are accurately recorded on the membership system, MRM Plus 2, and on to all appropriate tracker reports and documents;
- Organise bookings and appointments and take payments for all activities and services;
- Produce professional documents, presentation materials, welcome packs etc;
- Oversee completion of member consents/pre-exercise questionnaires/mandatory Health MOT attendance;
- Utilise membership systems to assist in the outreach and engagement of members, to achieve individual sales targets;
- Completion of duty manager shifts, with adherence to risk assessments and standard operating procedures
Membership Administrator & Receptionist
The Printworks Health Club & Spa
London
09.2016 - 09.2017
- Deal with general enquiries and taking bookings for instructors, crèche, osteopaths etc;
- Promotion and sales of memberships, hot drinks, snacks and sportswear;
- Weekly stock count and assisting with stock orders;
- Selling memberships, giving tours, and otherwise supporting the Sales
- This included achieving my own sales targets;
- Data analysis of membership account system/till software (Plus2 and Legend, respectively) to take and track payments for personal training sessions, swimming lessons etc;
- Handling membership freezes, cancellations and other membership issues
Education
MSc - Forensic Science
Staffordshire University
09.2018 - 11.2022
BSc - Psychology
University of Roehampton
09.2008 - 08.2013
Skills
- Hiring and recruitment
- Financial Forecasting
- Proficient in MS Office
- Outstanding customer service
- Payroll processing
- Process Improvement
- Network building
Timeline
Leisure Club Manager
YouFit Health Clubs
08.2024 - Current
Consultant
Sported
11.2023 - 01.2025
Carer
Self-Employed
08.2023 - 07.2024
Club General Manager
Énergie Fitness
06.2023 - 08.2023
Head of Membership & Duty Manager
Virgin Active
04.2022 - 02.2023
Client Services Manager & Duty Manager
Nuffield Health
10.2020 - 04.2022
MSc - Forensic Science
Staffordshire University
09.2018 - 11.2022
Client Services Administrator & Duty Manager
Nuffield Health
09.2017 - 10.2020
Membership Administrator & Receptionist
The Printworks Health Club & Spa
09.2016 - 09.2017
BSc - Psychology
University of Roehampton
09.2008 - 08.2013
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