Director of Membership & Engagement

Sportsplex•New Windsor, NY

5d•Onsite

About The Position

This position is far more than a traditional sales role. We are looking for someone who naturally builds relationships, creates connections, and helps people find their place within our community. The successful candidate will serve as a visible, trusted presence throughout the club and in the surrounding community—someone who knows members by name, understands their goals, and helps connect them with the programs, people, and experiences that make Sportsplex an essential part of their lives. This is a highly visible leadership role for someone who believes that strong communities are built through relationships, consistency, and genuine connection. The ideal candidate combines exceptional people skills with a strong results orientation, taking ownership of ambitious goals and working relentlessly to improve member engagement, retention, and overall business performance. This role owns membership revenue quality, engagement behavior, and program utilization across a capacity-constrained club environment. Success in this role is not measured solely by sales, but by the ability to create engaged, connected members who view Sportsplex as an important part of their family's lifestyle and community.

Requirements

Exceptional people skills
Strong results orientation
Ability to take ownership of ambitious goals
Ability to work relentlessly to improve member engagement, retention, and overall business performance
Ability to create engaged, connected members
Ability to build systems that convert new members into 2x/week users
Ability to reduce disengaged members through structured reactivation pathways
Ability to design cross-program participation funnels
Ability to manage and develop membership sales staff
Ability to set monthly acquisition targets aligned with capacity constraints
Ability to develop and adhere to annual budgets
Ability to ensure consistent pipeline generation through community outreach
Ability to develop meaningful relationships with members, families, and program participants
Ability to create an environment where members feel recognized, valued, and connected
Ability to serve as a trusted resource and advocate for members
Ability to identify opportunities to deepen member engagement
Ability to represent the club in local partnerships, schools, and West Point–adjacent networks
Ability to advise leadership on community investment decisions
Ability to prioritize presence and referral generation over transactional marketing ROI
Ability to expand high-impact engagement programs
Ability to protect core retention anchors
Ability to increase cross-department participation

Nice To Haves

Experience in a traditional sales role
Experience building relationships
Experience creating connections
Experience helping people find their place within a community
Experience as a visible, trusted presence in a club and surrounding community
Experience knowing members by name and understanding their goals
Experience connecting members with programs, people, and experiences
Experience in a leadership role
Belief that strong communities are built through relationships, consistency, and genuine connection
Experience in a capacity-constrained club environment
Experience in membership revenue quality, engagement behavior, and program utilization
Experience creating engaged, connected members who view the club as an important part of their family's lifestyle and community
Experience building predictable engagement habits
Experience maintaining stable membership levels while improving member quality
Experience increasing spend per engaged member through program participation expansion
Experience owning overall membership revenue performance
Experience optimizing member mix quality
Experience managing acquisition strategy through preschool, camps, referrals, and community presence
Experience reducing disengaged members through structured reactivation pathways
Experience designing cross-program participation funnels
Experience managing and developing membership sales staff
Experience setting monthly acquisition targets aligned with capacity constraints
Experience developing and adhering to annual budgets
Experience ensuring consistent pipeline generation through community outreach
Experience developing meaningful relationships with members, families, and program participants
Experience creating an environment where members feel recognized, valued, and connected
Experience serving as a trusted resource and advocate for members
Experience identifying opportunities to deepen member engagement
Experience representing the club in local partnerships, schools, and West Point–adjacent networks
Experience advising leadership on community investment decisions
Experience prioritizing presence and referral generation over transactional marketing ROI
Experience expanding high-impact engagement programs
Experience protecting core retention anchors
Experience increasing cross-department participation

Responsibilities

Build predictable engagement habits (2+ visits per week as behavioral norm for target members)
Maintain stable membership levels within 1700–1850 while improving member quality
Increase spend per engaged member through program participation expansion
Own overall membership revenue performance (sales, retention and member spend)
Optimize member mix quality, not just headcount
Manage acquisition strategy through preschool, camps, referrals, and community presence
Build systems that convert new members into 2x/week users
Reduce disengaged members (0 visits / 30 days) through structured reactivation pathways
Design cross-program participation funnels (fitness → group ex → aquatics → tennis/personal training)
Manage and develop membership sales staff
Set monthly acquisition targets aligned with capacity constraints
Develop and adhere to annual budgets
Ensure consistent pipeline generation through community outreach
Develop meaningful relationships with members, families, and program participants across all areas of the club.
Create an environment where members feel recognized, valued, and connected to the Sportsplex community.
Serve as a trusted resource and advocate for members while balancing individual needs with the long-term success of the organization.
Actively identify opportunities to deepen member engagement through thoughtful recommendations, introductions, and program participation.
Represent the club in local partnerships, schools, and West Point–adjacent networks
Advise leadership on community investment decisions (events, sponsorships, outreach ROI)
Prioritize presence and referral generation over transactional marketing ROI
Expand high-impact engagement programs (kids programs, aquatics, group fitness, tennis)
Protect core retention anchors (kids zone, group exercise, pool usage)
Increase cross-department participation to deepen member integration