Head of Member Engagement and Retention

2 weeks ago


Chicago, Illinois, United States Midtown Chicago Full time

The Opportunity

Midtown Athletic Club is in search of an innovative and analytical Head of Member Engagement and Retention to become a key member of our Marketing leadership team.

In this pivotal role, you will be responsible for the overarching member retention strategy, guiding a team of three direct reports to design impactful communication campaigns and create forward-thinking retention programs that enhance member involvement and increase lifetime value.

This position offers a hybrid work environment, requiring on-site presence a few days a week.


Key Responsibilities:
  • Formulate and execute a holistic member retention strategy that aligns with organizational objectives and the various stages of the member lifecycle.
  • Manage all member communications across digital platforms, ensuring cohesive messaging and a seamless experience for members.
  • Lead your team (Lifecycle Marketing Manager, Loyalty Marketing Specialist, Application Product Manager) in the development and implementation of targeted retention initiatives.
  • Oversee the mobile application development, prioritizing features that support the retention strategy.
  • Analyze member data to uncover trends that will guide retention strategies and program enhancements.
  • Collaborate with cross-functional teams to identify and mitigate potential member pain points, enhancing the overall member experience.
  • Monitor and report on essential performance indicators (member interactions, retention rates, check-ins, secondary revenue) to evaluate success and pinpoint areas for enhancement.
  • Stay informed on industry trends and best practices in member retention and marketing technologies.
  • Foster a positive and results-driven work environment for your direct reports.

Qualifications:
  • 8+ years of experience in customer retention, loyalty marketing, or a related discipline.
  • Demonstrated success in implementing retention strategies that boost member engagement and minimize churn.
  • Expertise in omnichannel marketing and a comprehensive understanding of 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 approach, and a commitment to continuous improvement.

About You:

You embody a collaborative spirit, maintain a positive outlook, and are dedicated to supporting others in their growth. You strive for improvement and foster kindness in all interactions.

This job description outlines the general requirements for the position and is not an exhaustive list of duties, responsibilities, or qualifications. Additional tasks may be assigned as necessary to ensure the effective operation of the department.

Midtown is an Equal Opportunity Employer.



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