PAC Member Experience Manager

Green Bay Packers • Green Bay, WI

3d

About The Position

The Member Experience Manager is a dynamic sales, business development, and leadership role focused on club growth and exceptional service at Packers Athletic Club (PAC). The role drives new member acquisition, member retention, and development of the corporate membership program. It leads the Concierge team and sets service standards by anticipating member needs, fostering community relationships, and establishing marketing initiatives that elevate the brand and drive revenue. The position has a direct impact on revenue, retention, and customer service, and is expected to uphold PAC’s Mission and Vision.

The manager oversees the member experience, membership sales, promotions, CRM communications and tracking, business development, budgeting, and Concierge staffing and operations. The role works with other departments and Packers and Titletown marketing, manages department revenue and expenses, and trains and evaluates staff. Some travel may be expected. Duties and responsibilities may change at any time.

Requirements

• Four-year college degree preferred, or equivalent professional experience required.
• 3–5 years of managerial experience, customer service experience, and event coordination/program planning and management.
• CPR/AED certification required or ability to obtain it.
• Excellent customer service and promotional skills.
• Ability to originate innovative ideas.
• Strong organizational and communication skills.
• Ability to collect and analyze financial and business data to make accurate decisions.
• Strong team-building and leadership abilities.
• Multitasking skills and ability to learn quickly.
• Professional conflict-resolution skills.
• Proficiency with Microsoft Office, social media, and industry-related technical software, including CRMs.
• Ability to work a variety of schedules, including weekends and holidays.

Nice To Haves

• Four-year college degree.

Responsibilities

• Manage the Member Experience and Concierge team to provide a welcoming, efficient, and organized entry experience for members and guests.
• Oversee the new membership sales process and ensure prospective members receive an introduction to PAC, including scheduling a Kickoff Experience upon joining.
• Build and maintain relationships with new and existing members to improve their experience and retention.
• Foster proactive service and anticipate member needs at every touchpoint.
• Develop internal and external strategies to increase member engagement, retention, and positive experiences.
• Review, update, and communicate Concierge workflows, operations, and needs to support efficient, high-quality customer service.
• Market, promote, and sell club programs and services using approved materials and relationship-selling techniques.
• Manage CRM communications, data entry, and tracking.
• Partner with Packers and Titletown marketing to develop promotions, events, and marketing materials, including digital and social media campaigns.
• Identify business development opportunities inside and outside the club to grow revenue, including corporate sales, membership acquisition, and community opportunities.
• Oversee promotion, marketing, presentations, execution, and retention for the PAC corporate membership program.
• Develop and implement a monthly business plan with other departments to support club growth and revenue.
• Meet or exceed monthly and annual department budgets, including membership revenue, retention, guest pass revenue, payroll, and marketing expenses.
• Monitor payroll at Concierge service desks and manage labor costs within budget, adjusting staffing for seasonal needs, promotions, or efficiency.
• Recruit, interview, hire, and train Concierge team members across Front Desk, Recovery, and Member Experience.
• Become an expert in club operating software, manage workflows and programs through it, and hold staff accountable to established workflows.
• Lead within the club and train team members on anticipatory problem-solving, software workflows and updates, and reducing customer effort scores.
• Oversee team scheduling and training, assess individual performance, and provide feedback and recognition.
• Conduct monthly department meetings and training for Concierge services staff.
• Ensure cleanliness and presentation of the department and programs through daily audits.
• Perform other duties as assigned by the General Manager.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager