Manager - Membership

Atlanta Track Club•Atlanta, GA

About The Position

Atlanta Track Club is a nonprofit committed to creating an active and healthy Atlanta. Through running and walking, Atlanta Track Club motivates, inspires and engages the community to enjoy a healthier lifestyle. With 45,000 members, Atlanta Track Club is the second largest running organization in the United States. In addition to the Northside Hospital Peachtree Road Race – the largest 10K running event in the world, the Northside Hospital Polar Opposite Peachtree Road Race, the Atlanta Marathon, PNC Atlanta 10 Miler and Invesco QQQ Thanksgiving Day Half Marathon, Atlanta Track Club directs more than 40 events per year. Through the support of its members and volunteers, Atlanta Track Club also maintains a number of community initiatives, including organizing and promoting the Kilometer Kids youth running program to metro Atlanta youth and honoring high school cross country and track and field athletes through Atlanta Track Club’s All-Metro Banquets. Position Overview: Reporting to the Director of Marketing, the Membership Manager is responsible for leading Atlanta Track Club’s membership strategy, growth, retention, engagement and fulfillment efforts. This position oversees all aspects of the membership experience, including member benefits, gift fulfillment, corporate and ambassador programs, customer service resources, membership communications, event activations and data analysis. The Membership Manager will continually evaluate and enhance the value of Atlanta Track Club membership while ensuring exceptional service to more than 45,000 members and supporting the organization’s mission of creating an active and healthy Atlanta.

Requirements

College degree in marketing, communications, business, nonprofit management, sports management or a related field, or equivalent education and experience.
3–5 years of professional experience in membership management, customer engagement, account management, nonprofit administration, sales or a related field.
Demonstrated ability to develop and execute strategies that support customer or member acquisition, retention, engagement and growth.
Strong analytical skills with the ability to interpret membership, customer or participation data, identify trends and translate findings into actionable recommendations.
Experience managing databases, CRM systems, registration platforms or other customer/member management systems.
Strong project management and organizational skills with the ability to manage multiple programs, priorities, deadlines and ongoing operational responsibilities simultaneously.
Exceptional attention to detail, particularly when managing member data, fulfillment, benefits, communications, budgets and reporting.
Excellent written and verbal communication skills with the ability to communicate clearly and professionally with members, partners, volunteers and internal stakeholders.
Demonstrated customer service experience and the ability to navigate questions, concerns and sensitive situations with professionalism and sound judgment.
Strong relationship-building skills with the ability to develop and maintain relationships with members, corporate partners, community organizations, vendors and internal teams.
Experience developing or managing customer/member communications, engagement campaigns or lifecycle communications preferred.
Experience managing budgets, tracking expenses and evaluating program performance and return on investment.
Proficiency in Microsoft Office Suite, particularly Excel.
Strong public speaking and presentation skills with the ability to represent Atlanta Track Club in member, partner and community settings.
Highly collaborative with the ability to work effectively across departments while independently owning and advancing membership priorities.
Experience working in a nonprofit, membership-based, sports or event-driven organization preferred.
Experience managing volunteer, ambassador or community engagement programs preferred.
Familiarity with or interest in the running, walking and fitness community is a plus.
Ability and willingness to support event load-in/load-out, including lifting up to 40 pounds.
Flexibility to work select weekends, evenings, holidays and extended weekday hours as needed.

Responsibilities

Lead Atlanta Track Club’s overall membership strategy and full member lifecycle, including acquisition, engagement, retention, renewal and ongoing growth of a membership base of more than 45,000 members.
Evaluate and evolve Atlanta Track Club’s membership structure, pricing, benefits and overall value proposition, using membership data, year-over-year reporting and participation trends to identify opportunities and strengthen the member experience.
Partner closely with the Digital Marketing Manager, who leads the marketing and promotion of membership, to develop strategies and campaigns that drive member acquisition, retention and renewals and support annual membership revenue and budget goals.
Oversee membership operations, including renewals, auto-renewal preparation, account updates, member gifts, product selection, inventory forecasting, ordering, distribution and coordination with external fulfillment partners.
Develop and manage Atlanta Track Club’s member benefits and discounts program, complimentary membership processes and other initiatives that create added value for members.
Lead the continued development and growth of Atlanta Track Club’s corporate membership and ambassador programs, including partner servicing, recruitment, onboarding, communications, benefits, engagement, reporting and opportunities to expand participation.
Develop and execute membership communications in collaboration with the Marketing team and manage membership webpages and digital resources to ensure member information, benefits, offerings and account resources remain accurate and accessible.
Manage Atlanta Track Club’s membership database and registration processes, partnering with Registration and other internal teams to maintain accurate and confidential member data and continually improve membership workflows and the digital member experience.
Serve as a key resource for member and customer service and lead membership activations and engagement opportunities throughout the year, including member benefits at key events, the annual Atlanta Track Club Town Hall and volunteer-supported membership experiences.
Oversee the Atlanta BeltLine Run Club partnership and Pete the Peach mascot program, including applicable staff and volunteer coordination, partner communication, scheduling, logistics, reporting, maintenance and program needs.
Develop and manage the annual membership budget in partnership with Finance and collaborate across Marketing, Events, Operations, Registration, Partnerships, Development and other departments to continually improve the member experience and integrate membership throughout Atlanta Track Club.
Other duties as assigned