PAC Member Experience Manager

JOB SUMMARY:

The Member Experience Manager is a dynamic sales, business development, and leadership role dedicated to driving club growth and delivering exceptional service. This position is responsible for driving new member acquisition, maximizing member retention, and leveraging relationships and opportunities to further develop the PAC corporate membership program. 

Leading a team of full-time and part-time concierge staff, the Member Experience Manager sets the benchmark for service excellence—anticipating member needs, fostering community relationships, and establishing strategic marketing initiatives to elevate the brand and drive revenue.

This role has a direct impact on revenue, member retention, and overall customer service. The Member Experience Manager will uphold the Packers Athletic Club’s Mission and Vision.

JOB RESPONSIBILITIES:

Membership Experience:

• Manage the Member Experience and Concierge team to ensure a welcoming, efficient, and organized entry experience for all members and guests.
• Oversee the entire new membership sales process, ensuring that all potential members receive a warm and informative introduction to PAC, including scheduling their Kickoff Experience upon joining.
• Focus on building and maintaining strong connections with both new and existing members to enhance their experience and retention.
• Foster a culture of proactive service, anticipating member needs at every touchpoint.
• Develop strategies, both internal and external, to foster member engagement, drive retention, and create positive member experiences that align with membership retention.
• Continuously review, update, and communicate the workflows, operations, and needs of Concierge teams to provide an efficient and high level of customer service.

Sales & Promotion:

• Market, promote, and sell all programs and services throughout the club using approved marketing materials and relationship selling techniques to increase participation.
• Manage all CRM related communication, input, and tracking.
• Partner with Packers and Titletown marketing to develop promotions, events, and materials, such as digital and social media campaigns, to grow membership and ancillary revenue. 
• Continuously identify new opportunities for business development, both in and out of club, to contribute to new revenue growth, including corporate sales, membership acquisition, and community related opportunities.
• Oversee all promotion, marketing, presentations, execution, and retention of the PAC corporate membership program.

Financial & Budgetary:

• Develop and implement a monthly business plan in coordination with other departments to achieve sustained growth and revenue across the entire club.
• Responsible for achieving or exceeding the monthly and annual department budget, inclusive of new membership revenue, member retention, guest pass revenue, and all payroll and marketing expenses associated with the department.
• Monitor and manage payroll at all Concierge service desks (Front Desk, Recovery, and Accounts Services) to ensure labor costs remain within budget, adjusting staffing as necessary to meet seasonal needs, event promotions, or department efficiency.

Managerial & Supervisory:

• Recruit, interview, hire, and oversee the training of new Concierge team members, including Front Desk Concierge staff, Recovery Concierge staff, and Member Experience staff.
• Become an expert in club operating software and manage workflows and programs via this channel and hold staff accountable to established workflows. 
• Establish yourself as a primary leader within the club.
• Continually communicate and train team members on anticipatory problem solving, software workflows and updates, and reducing customer effort scores.
• Oversee the scheduling and training of team members, and assess individual performance, providing feedback and recognition.
• Conduct monthly department meetings and training for all concierge services staff, ensuring cleanliness and presentation of the department and programs through daily audits.
• Other duties as assigned by the General Manager.

QUALIFICATIONS:

• Four-year college degree is preferred or equivalent professional experience required.
• 3-5 years of managerial experience, customer service experience, and event coordination/program planning and management.
• CPR/AED certification required or ability to obtain.
• Excellent customer service and promotional skills.
• Ability to originate innovative ideas.
• Strong organizational and communication skills.
• Ability to collect and analyze financial and business data to make accurate decisions.
• Strong team-building and leadership abilities.
• Multi-tasking skills and the ability to learn quickly.
• Conflict resolution skills, handled in a professional manner.
• Proficiency with Microsoft Office, social media, and other industry related technical software products, including CRM’s.
• Ability to work a variety of schedules, including weekends and holidays.

PHYSICAL DEMANDS AND WORK ENVIRONMENT:

• Ability to stand, walk, use hands to handle objects, tools, or controls, reach with hands and arms, and occasionally sit.
• Ability to frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 50 pounds.

TRAVEL: Some travel may be expected.

SUPERVISES: This position supervises the Concierge Service Representative staff.

SUPERVISED BY: General Manager

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.

This job description has been approved by management. This job description is not designed to cover or contain a comprehensive listing, and duties and responsibilities may change at any time with or without notice.