Director of Memberships

Job Description

Job Description

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

Education and Experience

Required Qualifications

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.