PAC Member Experience Manager

Green Bay Packers, Inc. and its subsidiaries•Green Bay, WI

About The Position

The Member Experience Manager is a dynamic sales, business development, and leadership role focused on driving club growth and delivering exceptional service. This position drives new member acquisition, maximizes member retention, and develops the PAC corporate membership program through relationships and business opportunities. The manager leads full-time and part-time concierge staff and sets service standards by anticipating member needs, fostering community relationships, and establishing strategic marketing initiatives to elevate the brand and drive revenue. The role directly affects revenue, member retention, and customer service, and upholds the Packers Athletic Club’s Mission and Vision. The position supervises Concierge Service Representative staff and reports to the General Manager. Some travel may be expected.

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.
Conflict-resolution skills and ability to handle conflicts professionally.
Proficiency with Microsoft Office, social media, and industry-related technical software, including CRMs.
Ability to work a variety of schedules, including weekends and holidays.
Ability to stand, walk, use hands to handle objects, tools, or controls, reach with hands and arms, and occasionally sit.
Ability to frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 50 pounds.

Nice To Haves

Four-year college degree.

Responsibilities

Manage the Member Experience and Concierge team to ensure a welcoming, efficient, and organized entry experience for members and guests.
Oversee the new membership sales process, provide potential members with an introduction to PAC, and schedule their Kickoff Experience after joining.
Build and maintain relationships with new and existing members to enhance their experience and retention.
Promote proactive service and anticipate member needs at every touchpoint.
Develop internal and external strategies to foster engagement, retention, and positive member experiences.
Review, update, and communicate Concierge team workflows, operations, and needs to support efficient, high-quality service.
Market, promote, and sell club programs and services using approved marketing materials and relationship-selling techniques.
Manage CRM communications, data entry, and tracking.
Partner with Packers and Titletown marketing to develop promotions, events, and materials, including digital and social media campaigns, to grow membership and ancillary revenue.
Identify business development opportunities inside and outside the club, including corporate sales, membership acquisition, and community-related opportunities.
Oversee promotion, marketing, presentations, execution, and retention of the PAC corporate membership program.
Develop and implement monthly business plans 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 and manage payroll at the Front Desk, Recovery, and Accounts Services Concierge service desks, adjusting staffing to meet budget, seasonal needs, promotions, and efficiency goals.
Recruit, interview, hire, and train Concierge and Member Experience team members.
Become an expert in club operating software, manage workflows and programs through it, and hold staff accountable to established workflows.
Serve as a primary leader within the club.
Communicate with and train team members on anticipatory problem-solving, software workflows and updates, and reducing customer effort scores.
Oversee staff scheduling and training, assess individual performance, and provide feedback and recognition.
Conduct monthly department meetings and training for concierge services staff and ensure department and program cleanliness and presentation through daily audits.
Perform other duties as assigned by the General Manager.