Manager, Member Services

The University of Denver’s vision is to be a “great private university dedicated to the public good.” Founded in 1864, DU is actively implementing its dynamic strategic plan, DU IMPACT 2025. Among the plan’s most significant goals is a strengthening of the 4Dimensional (4D) Experience for all students, including advancing intellectual growth, pursuing careers and lives of purpose, exploring character, and promoting well-being.

At the 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 and diverse 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.

Position will be required to work a varied schedule Tuesday through Friday 11am-7pm, and Saturday 9am-5pm. Schedule may change depending on needs of Division.

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 quality focused atmosphere.

Knowledge, Skills, and Abilities

• Staff Management: ability to motivate and build relationships with part-time staff to achieve desired outcome in relation to a high-quality service and experience for students, members, and guests.
• Customer Service: ability to engage and strengthen our relationships with students, alumni, and the Denver community.
• Physical Demands: Employee is regularly required to be able to operate work-related equipment. The employee must be able to frequently move about the facility with the capability of transporting equipment or objects up to 50 pounds. The employee must be able to effectively communicate verbally with customers and employees of the university.
• Mathematical Skills: Ability to calculate figures and amounts such as discounts, percentages, and participation statistics. Also, familiarity with financial concepts such as budget development/forecasting, depreciation, contribution margin, etc.
• Reasoning Ability: Ability to solve practical problems and deal with a variety of variables in situations where only limited standardization may exist. Ability to interpret a variety of instructions furnished in written, oral, or schedule form.
• Other skills and abilities: ability to work with the public with tact and judgment. Excellent organizational skills required.

Required Qualifications

• Bachelor’s Degree
• Minimum of 1 year of related experience
• CPR; First Aid; AED; Blood Borne Pathogen; Concussion Training

Preferred Qualifications

• Master’s Degree
• CPR/AED/First Aid Instructor
• Minimum of 3 years of related experience

Working Environment

• Standard office environment when completing office related work.
• Manager on Duty shifts occur on the floor or in various venues managing and coaching part time team members.
• Noise level is moderate to loud.

Physical Activities

• Regularly on feet managing service operations during evening hours when venues are busy.
• Occasionally required to move about the office/campus with the capability of transporting objects up to 50lbs. with assistance.

Work Schedule

Position will be required to work a varied schedule Tuesday through Friday 11am-7pm, and Saturday 9am-5pm. Schedule may change depending on needs of Division.

Application Deadline
For consideration, please submit your application materials by 4:00 p.m. (MST) September 10, 2024.

Special Instructions
Candidates must apply online through jobs.du.edu to be considered. Only applications submitted online will be accepted.

Salary Grade Number:
The salary grade for the position is 8.

Salary Range:
The salary range for this position is $55,000-$60,000

The University of Denver has provided a compensation range that represents its good faith estimate of what the University may pay for the position at the time of posting. The University may ultimately pay more or less than the posted compensation range. The salary offered to the selected candidate will be determined based on factors such as the qualifications of the selected candidate, departmental budget availability, internal salary equity considerations, and available market information, but not based on a candidate’s sex or any other protected status.

Benefits:
The University of Denver offers excellent benefits, including medical, dental, retirement, paid time off, tuition benefit and ECO pass. The University of Denver is a private institution that empowers students who want to make a difference. Learn more about the University of Denver .

Please include the following documents with your application:
1. Resume
2. Cover Letter

The University of Denver is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including sex stereotypes, sex characteristics, sexual orientation, gender identity, and gender expression), marital, family, or parental status, pregnancy or related conditions, national origin, disability, or status as a protected veteran. The University of Denver does not discriminate and prohibits discrimination on the basis of race, color, national origin, ancestry, age, religion, creed, disability, sex (including sex stereotypes, sex characteristics, sexual orientation, gender identity, and gender expression), marital family, and parental status, pregnancy, genetic information, military enlistment, or veteran status, and any other class of individuals protected from discrimination under federal, state, or local law, regulation, or ordinance in any of the University’s educational programs and activities, and in the employment (including application for employment) and admissions (including application for admission) context, as required by Title IX of the Education Amendments of 1972; the Americans with Disabilities Act; Section 504 of the Rehabilitation Act of 1973; Title VI and VII of the Civil Rights Act of 1964; the Age Discrimination Act of 1975; the Age Discrimination in Employment Act of 1967; the Equal Pay Act; the Colorado Equal Pay for Equal Work Act; the Colorado Protecting Opportunities and Workers' Rights ("POWR") Act; and any other federal, state, and local laws, regulations, or ordinances that prohibit discrimination, harassment, and/or retaliation. For more information, please see the University of Denver’s Non-Discrimination Statement .

All offers of employment are contingent upon satisfactory completion of a criminal history background check.

Advertised: August 27, 2024
Applications close: September 10, 2024