Member Services Manager, Ritchie Center

At the University of Denver Daniel L. Ritchie Center for Sports and Wellness, we build Pioneers for Life through excellence, character, and connection. We operate with a championship mindset; and we create and foster a winning culture every day. Inspired by our location in the Rocky Mountain West, we always find a better way forward; we work with optimism, passion, grit, and integrity. We forge lasting relationships one interaction at time; and our value to the University of Denver is the degree to which we offer connection points to a broad community. That's why were always looking ahead, and not just to the next championship or what's next in sports and wellness. Were also looking at what's next for you and how we can help you build a career you're proud of.

Position Summary

Reporting to the Assistant Director of Student Programs, The Member Services Manager will be responsible for the daily management, promotion and operation of of Ritchie Center Member Services for the University community and Ritchie Center members and participants; including oversight of the following responsibilities including, without limitation; membership recruitment, sales and retention ($300,000+), member engagement strategies, member services desks planning and coordination, relationship building, human resources, event planning and coordination, customer service management, customer outreach activities, transaction management, and related programs and operations.

This position delivers an exceptional customer experience to all visitors of the Ritchie Center through managing the front-line interactions that customers will have. These include parking, facility entry and access, transaction experience, facility quality, communication, safety, and servicing each customers needs.

Essential Functions

Membership Management and Guest Experience 

Advance Membership to the Coors Fitness Center by achieving and growing the following results for the Division of Kennedy Mountain Campus, Wellness & Recreation:

• Achieve $300,000+ in Coors Fitness Center Memberships and Locker Rentals.
• Maintain a retention rate of 75% of current paying members.
• Contribute to overall Division goal of engaging 80% of students.
• Monitor member satisfaction through consistent newsletters, updated websites, surveys, and CRM software; respond to feedback provided.
• Ensure part time staff are trained and coached on facility and operations expectations, customer service and the Daniel L Ritchie
• Center for Sports & Wellness standards of service.
• Attend community and university events to promote membership at the Coors Fitness Center and capture leads.
• Implement member appreciation avenues and reward system.

Daily Management and Oversight:

• Resolve issues, problems or questions from employees, members, and guests.
• Ensure service points are properly staffed, assigned work, and supervised.
• Managing service points to high level of customer service and quality.

People Management 

The Member Services Manager will oversee approximately 50 part-time staff members. They are responsible for the following:

• Recruit, interview, hire and manage all Service Associates for the Ritchie Center.
• Provide ongoing monthly training and coaching for part time employees including operating and safety protocols, job specific responsibilities, and live action training.
• Ensure all staff have completed required certifications and training prior to working; maintain certification expiration dates and ongoing training.
• Schedule all staff and ensure coverage at programs, events, and operations.
• Manage bi-weekly payroll to budgeted parameters.

Operations

• Ensure daily management, safety, service and quality throughout the Coors Fitness Center, Gates Fieldhouse, and Joy Burns Arena.
• Serve as Manager on Duty during weekly assigned times to manage operations within open venues.
• Conduct weekly inspections of venues and ensure service work is completed after submitting work orders.
• Maintain daily quality and cleanliness of venues through management of part time staff.
• Ensure check-in procedures are defined and being followed properly.

Communication 

The Member Services Manager will communicate with students, faculty/staff, alumni, and members to execute a successful service offering. This will include the following:

• Monthly newsletters for Coors Fitness Center members to maintain a flow of communication and satisfaction.
• Maintain up to date website.
• Respond to membership inquiries in real time by managing phone, chat, and email.
• Ensure part-time staff communicate with members and providing a welcoming, service and