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Director of Retention, Marketing
2 months ago
The Opportunity
Midtown Athletic Club is seeking a visionary and data-driven Director of Member Retention- Marketing to join our Marketing leadership team. In this strategic role, you will oversee the entire member retention strategy, leading a team of three direct reports to craft compelling communication campaigns and develop innovative retention initiatives that cultivate member engagement driving member lifetime value.
*This is a hybrid role that requires 2 days per week on-site at our Corporate Headquarters (3611 N. Kedzie Ave, Chicago).
What You’ll Do:
- Develop and implement a comprehensive member retention strategy aligned with club goals and member lifecycle stages.
- Oversee all member communications across email, app, and club screen channels, ensuring consistent messaging and a seamless member experience.
- Lead your team of direct reports (Lifecycle Marketing Manager, Loyalty Marketing Specialist, Application Product Manager) to develop and execute targeted retention campaigns.
- Direct mobile application roadmap, prioritizing features that align with the member retention strategy.
- Analyze member data and identify trends to inform retention strategies and program development.
- Partner with other departments to identify and address potential points of member friction and improve the overall member experience.
- Track and report on key performance metrics (member interactions, retention rates, check-ins, secondary revenue) to measure success and identify areas for improvement.
- Stay up-to-date on industry trends and best practices in member retention and marketing technologies.
- Develop and maintain a positive and results-oriented work environment for your direct reports.
What you Have:
- 8+ years' experience in customer retention, loyalty marketing, or a related field.
- Proven track record of successful retention strategies that improve member engagement and reduce churn.
- Expertise in omnichannel marketing and a deep understanding of CRM.
- Strong leadership skills to guide and motivate a team of 3 direct reports.
- Ability to collaborate effectively across departments.
- Strategic thinking, proactive approach, and passion for continuous improvement.
Who you are: win together, glass half-full, passionate about helping others, better than yesterday, kind.