Head of Member Engagement and Retention
1 week ago
Position Overview
Midtown Athletic Club is in search of a strategic and analytical Head of Member Engagement and Retention to enhance our Marketing leadership team. In this pivotal role, you will be responsible for shaping the entire member retention framework, guiding a team of three direct reports to create impactful communication strategies and innovative retention programs that foster member loyalty and maximize lifetime value.
Key Responsibilities:
- Formulate and execute a holistic member retention strategy that aligns with club objectives and various member lifecycle phases.
- Manage all member communications across digital platforms, ensuring cohesive messaging and an integrated member experience.
- Lead your team (Lifecycle Marketing Manager, Loyalty Marketing Specialist, Application Product Manager) in designing and implementing targeted retention initiatives.
- Oversee the mobile application development process, prioritizing features that support the retention strategy.
- Examine member data to uncover trends that will guide retention tactics and program enhancements.
- Collaborate with cross-functional teams to identify and mitigate potential member pain points, thereby improving the overall member journey.
- Monitor and analyze key performance indicators (member interactions, retention rates, secondary revenue) to assess effectiveness and pinpoint areas for enhancement.
- Stay informed on industry advancements and best practices in member retention and marketing technologies.
- Foster a positive and results-driven work culture for your direct reports.
Qualifications:
- 8+ years of experience in customer retention, loyalty marketing, or a similar domain.
- Demonstrated success in developing retention strategies that enhance member engagement and minimize attrition.
- In-depth knowledge of omnichannel marketing and CRM systems.
- Strong leadership capabilities to inspire and guide a team of three direct reports.
- Proven ability to collaborate effectively across various departments.
- Strategic mindset, proactive attitude, and a commitment to continuous improvement.
Personal Attributes: A collaborative spirit, optimistic outlook, dedication to assisting others, a commitment to personal growth, and kindness.
This job description outlines the general responsibilities and requirements for the position. It is not an exhaustive list of duties, and additional responsibilities may be assigned as necessary to ensure effective departmental operations.
Equal Opportunity Employer
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