Member Services Manager

Summary Of Position
Under the direction of the Associate Director, the Member Services Manager is responsible for all planning, implementation, and evaluation of the Fairview Heights Recreation Complex's marketing, advertising, communication, and sponsoring efforts regarding membership programs. Additionally, the Member Services Manager is the point of reference for all birthday parties, Clip n Climb activities, and child watch at the Recreation Complex and supervises the daily activities of all member services staff.
ESSENTIAL JOB DUTIES (Essential functions including the following and the Physical Requirements listed below):
Acts as a representative of the Fairview Heights Recreation Complex in the community and maintains a professional image
Provides outstanding and results-driven customer service
Acts with a sense of urgency and responds in a timely manner to complaints, questions, and inquiries from members and the public in regards to the Recreation Complex's services
Responsible for hiring, training, coaching, disciplining, and supervising member services staff
Supports and supervises the daily operations of the membership services team
Develops goals and action plans with the Associate Director for membership development and retention
Develops, maintains, and manages a balanced budget for the Recreation Complex's membership programs, birthday parties and Clip n Climb activities
Coordinates the development and management of membership programs to meet the needs of the community and members of the Recreation Complex to achieve short- and long-term Recreation Complex goals
Develops, promotes, and advertises new and existing programs in coordination with management staff to promote increased enrollment and participation in all aspects and programs of the Recreation Complex
Determines the annual membership profit plans in coordination with the Associate Director by forecasting and developing annual membership sales goals; analyzing trends and results; establishing pricing strategies; recommending prices, and monitoring regional competition
Develops and implements strategy for increasing non-membership dues revenue
Compiles member usage statistics and conducts market research on an ongoing basis to ensure the Recreation Complex is offering the community and members current demands
Ability to seek out new relationships with sponsors, facilities, and businesses and maintain these partnerships on an ongoing basis
Frequently review membership sales numbers and statistics with management staff to identify potential revenue gaps & modify advertising of programs for the Recreation Complex
Maintains regular, timely attendance on an ongoing basis
Attends trainings, meetings, and seminars on an ongoing basis to stay up to date on current developments and standards in the marketing and recreation industry
Assist the Associate Director and staff as necessary in planning and executing events and day-to-day operations of the Recreation Complex
Administer first aid and emergency procedures as needed
Other duties as assigned by Associate Director and/or his/her designee
Basic Job Qualifications
Bachelor's Degree in Marketing, Communications, Public Relations, Journalism, or related field required
Three (3) to five (5) years related experience in marketing, communications, public relations, or related required Working knowledge of Microsoft Office Suite, Adobe Creative Cloud-In Design, Photo Shop, as well as expertise with publishing, sales, and marketing software
CPR, First Aid, and AED Certified, or the ability to become certified within one (1) month of hire
Valid Driver's License
Knowledge, Skills, Abilities Required
Results-driven and motivational management style, high degree of initiative
Ability to write strategic plans and analyze markets and marketing potential
Skilled at writing promotional and membership materials and developing public correspondence
Ability to make a sales pitch, be comfortable with fundraising, and recruit new partnerships
Salesmanship and the ability to inspire and motivate prospective members
Confidence in proposing new and innovative ideas to management
Excellent oral and written communication skills, including the ability to demonstrate a friendly, enthusiastic, and positive attitude
Accurate, professional English writing and public speaking skills
Knowledge of common office equipment, such as the use of a phone, printer, copy and fax machine, scanning equipment and software, and the ability to learn and adapt to new equipment
Ability to write reports and correspondence without grammatical or typographical errors
Ability to organize, keep accurate records, and prioritize multiple tasks
Knowledge of online social marketing tools and skillful use of various social media platforms, including Facebook, Twitter, Instagram, blogs, etc
Ability to operate and adapt to various platforms of technology, such as an iPad, laptop, personal computer, Smart TVs, etc.
WORKING CONDITIONS
While performing the duties of this job, the position is regularly exposed to moving mechanical parts within the Recreation Complex. The noise level in the environment is occasionally loud. Extended workdays and varied hours are a frequent occurrence, as are weekends and holidays, to support the needs and demands of the Recreation Complex.
Other Job Requirements
Travel to seminars, conferences, and fairs is required occasionally.
Physical Requirements
This position requires the ability to talk, hear, and see.
The employee is frequently required to sit for long periods of time using a computer monitor and keyboard; use hands to finger, handle, or feel; and reach with hands and arms.
The employee will also be required to stand, walk, stoop, kneel, or crouch to pick things up or move displays around.
Employee must be able to lift and/or move up to 50 pounds occasionally.
Specific vision abilities required include close vision, distance vision, depth perception, and the ability to adjust focus.
The City of Fairview Heights is an Equal Opportunity Employer.