Director of Membership & Engagement

Director of Membership Revenue & Engagement Systems

Role Summary

This position is far more than a traditional sales role. We are looking for someone who naturally builds relationships, creates connections, and helps people find their place within our community. The successful candidate will serve as a visible, trusted presence throughout the club and in the surrounding community—someone who knows members by name, understands their goals, and helps connect them with the programs, people, and experiences that make Sportsplex an essential part of their lives. 

This is a highly visible leadership role for someone who believes that strong communities are built through relationships, consistency, and genuine connection. The ideal candidate combines exceptional people skills with a strong results orientation, taking ownership of ambitious goals and working relentlessly to improve member engagement, retention, and overall business performance. 

This role owns membership revenue quality, engagement behavior, and program utilization across a capacity-constrained club environment. Success in this role is not measured solely by sales, but by the ability to create engaged, connected members who view Sportsplex as an important part of their family's lifestyle and community. 

Measurable Results & Outcomes

1. Build predictable engagement habits (2+ visits per week as behavioral norm for target members)
2. Maintain stable membership levels within 1700–1850 while improving member quality
3. Increase spend per engaged member through program participation expansion

Key Responsibilities

Membership Revenue Systems

• Own overall membership revenue performance (sales, retention and member spend)
• Optimize member mix quality, not just headcount
• Manage acquisition strategy through preschool, camps, referrals, and community presence

Engagement & Retention Operations

• Build systems that convert new members into 2x/week users
• Reduce disengaged members (0 visits / 30 days) through structured reactivation pathways
• Design cross-program participation funnels (fitness → group ex → aquatics → tennis/personal training)

Sales Leadership

• Manage and develop membership sales staff
• Set monthly acquisition targets aligned with capacity constraints
• Develop and adhere to annual budgets
• Ensure consistent pipeline generation through community outreach

Member Relationship Leadership

• Develop meaningful relationships with members, families, and program participants across all areas of the club.
• Create an environment where members feel recognized, valued, and connected to the Sportsplex community.
• Serve as a trusted resource and advocate for members while balancing individual needs with the long-term success of the organization.
• Actively identify opportunities to deepen member engagement through thoughtful recommendations, introductions, and program participation.

Community & Brand Presence

• Represent the club in local partnerships, schools, and West Point–adjacent networks
• Advise leadership on community investment decisions (events, sponsorships, outreach ROI)
• Prioritize presence and referral generation over transactional marketing ROI

Program Utilization Strategy

• Expand high-impact engagement programs (kids programs, aquatics, group fitness, tennis)
• Protect core retention anchors (kids zone, group exercise, pool usage)
• Increase cross-department participation to deepen member integration

Operating Philosophy

• Engagement drives retention, not discounts
• Pricing remains consistent; retention is not purchased
• Bad-fit members are not incentivized to stay artificially
• High utilization members are the target outcome, not passive membership count
• Problems are opportunities and solutions come through collaboration

Compensation Structure

• Base salary starting at 40k/year
• Commission tied to new membership acquisition, paid per sale
• Monthly team bonus tied to total sales
• Quarterly bonus tied to:
  • membership stability
  • disengaged member reduction
• PTO after 90-day probationary period; paid holidays
• Health insurance after 90-day probationary period
• 401k available after eligible period
• Complimentary club membership