Director of Memberships

Essential Duties

Includes, but is not limited to, the following:

• Lead overall efforts to sell, retain and engage memberships
• Oversee membership sales strategies to meet annual membership revenue goals
• Oversee membership services and benefits to meet and exceed membership satisfaction
• Collaborate with Sales & Ticketing Strategy team, department staff, and key members to establish short- and long-term membership plans to achieve organization objectives, creating a roadmap for sustainable membership growth
• Develop strategies and various programs and initiatives to stimulate membership engagement as a means of membership retention
• Lead membership communications including but not limited to membership public relations efforts, newsletters, promotions, printed materials, etc.
• Manage accurate membership records, tracking, reporting and data, including but not limited to sales and renewal reports as well as membership trend analysis
• Represent Churchill Downs and the Kentucky Derby to prospective members
• Conduct orientation programs and onboarding for new members
• Assess the need for, and make recommendations regarding, scalable membership classifications and membership benefits to ensure member needs and requests are met as well as ever-changing business needs and the organization’s customer service objectives
• Advocate for needs of members while balancing company interests and assets
• Organize production of, and manage fulfillment of, membership deliverables to ensure members are prepared to attend live race days at Churchill Downs
• Provide sales and service training, as applicable, to staff and team members
• Conduct membership surveys and develop other means to process membership feedback ensuring members’ service needs and expectations are met
• Develop and adhere to a departmental budget; monitor and take action as necessary to help assure both revenue and expense goals are attained
• Collaborate and liaise with key service providers – both internal and external stakeholders and across departments – in order to provide a seamless membership and guest experience from end-to-end
• Benchmarks similar club concepts and sports memberships to adopt and optimize policies at Churchill Downs to continuously improve membership services and member satisfaction
• Present during operating hours and events to manage day-of operations and members’ race day experiences

 Supervisory Responsibilities

• Membership Coordinator
• Membership Concierge (shared supervisory responsibility)

 Education and Experience

• Bachelor’s degree in Business Administration, Hospitality or Resort Management, Communications, Public Relations or related major and three (3) years in membership management or related roles
• Five (5) to seven (7) years of relevant work experience
• Experience in developing and implementing proven membership sales and retention strategies
• Experience with membership marketing and communication techniques
• Experience managing an evolving team

 Required Qualifications

• Demonstrated passion for hospitality and/or the racing & entertainment industry
• Collaborative, team player attitude
• Exceptional attention to detail
• Excellent oral and written communication skills
• Strong interpersonal skills with a commitment to a high level of customer service
• Creative problem solver and strong judgement skills
• Strong presentation development and delivery skills
• Strong analytical and data interpretation skills
• Strong time management, organizational, and decision-making skills
• Ability to collaborate with a cross functional team
• Ability to prioritize and manage multiple tasks simultaneously
• Proficient in Microsoft Office & Excel
• Ability to learn new software, specific to ticketing and CRM systems

Working Conditions

Weekend and evening work required during live racing meets.  Working conditions are normal for an office environment. Must be able to maneuver around the racetrack and withstand hot/cold conditions.