PAC Member Experience Manager

The Member Experience Manager is a dynamic sales, business development, and leadership role dedicated to driving club growth and delivering exceptional service. This position is responsible for driving new member acquisition, maximizing member retention, and leveraging relationships and opportunities to further develop the PAC corporate membership program.

Leading a team of full-time and part-time concierge staff, the Member Experience Manager sets the benchmark for service excellence—anticipating member needs, fostering community relationships, and establishing strategic marketing initiatives to elevate the brand and drive revenue.

This role has a direct impact on revenue, member retention, and overall customer service. The Member Experience Manager will uphold the Packers Athletic Club’s Mission and Vision.

• Manage the Member Experience and Concierge team to ensure a welcoming, efficient, and organized entry experience for all members and guests.
• Oversee the entire new membership sales process, ensuring that all potential members receive a warm and informative introduction to PAC, including scheduling their Kickoff Experience upon joining.
• Focus on building and maintaining strong connections with both new and existing members to enhance their experience and retention.
• Foster a culture of proactive service, anticipating member needs at every touchpoint.
• Develop strategies, both internal and external, to foster member engagement, drive retention, and create positive member experiences that align with membership retention.
• Continuously review, update, and communicate the workflows, operations, and needs of Concierge teams to provide an efficient and high level of customer service.

• Market, promote, and sell all programs and services throughout the club using approved marketing materials and relationship selling techniques to increase participation.
• Manage all CRM related communication, input, and tracking.
• Partner with Packers and Titletown marketing to develop promotions, events, and materials, such as digital and social media campaigns, to grow membership and ancillary revenue.
• Continuously identify new opportunities for business development, both in and out of club, to contribute to new revenue growth, including corporate sales, membership acquisition, and community related opportunities.
• Oversee all promotion, marketing, presentations, execution, and retention of the PAC corporate membership program.

• Develop and implement a monthly business plan in coordination with other departments to achieve sustained growth and revenue across the entire club.
• Responsible for achieving or exceeding the monthly and annual department budget, inclusive of new membership revenue, member retention, guest pass revenue, and all payroll and marketing expenses associated with the department.
• Monitor and manage payroll at all Concierge service desks (Front Desk, Recovery, and Accounts Services) to ensure labor costs remain within budget, adjusting staffing as necessary to meet seasonal needs, event promotions, or department efficiency.

• Recruit, interview, hire, and oversee the training of new Concierge team members, including Front Desk Concierge staff, Recovery Concierge staff, and Member Experience staff.
• Become an expert in club operating software and manage workflows and programs via this channel and hold staff accountable to established workflows.
• Establish yourself as a primary leader within the club.
• Continually communicate and train team members on anticipatory problem solving, software workflows and updates, and reducing customer effort scores.
• Oversee the scheduling and training of team members,…