Under the umbrella of UCLA Campus Life, a division of Student Affairs, UCLA Recreation is a large department with approximately 90 career/contract and over 1,000 temporary/part-time employees. UCLA Recreation provides extensive access to a broad range of recreational activities and services. The department offers programming which encompasses the competitive, passive, social, cultural, and instructional aspects of recreational activity. In addition, UCLA Recreation manages 15 of the University's recreational and athletic facilities offering recreation, sport, and numerous multi-use options for student and university events.
Under the direction of the CAO (MSO III), the Membership Services Manager oversees the sales operations related to membership, locker rentals, classes & activities, summer camps, events and other services; provides financial analysis and fiscal management for revenue-generating activities; manages recreation sales systems, procedures and protocols; and supervises full-time and, indirectly, student staff. The manager must have the analytical skills to identify problems, assess alternatives, and render consistent, logical decisions. The successful candidate must possess the attitude and aptitude to thrive in an environment that values high expectations, accountability, and balanced lifestyle choices. An entrepreneurial spirit and enthusiasm for service and the cultivation of an inclusive, safe, and diverse environment for staff, members and guests is of the highest priority for the position.
The Membership Manager is responsible for assisting in the preparation, forecasting and monitoring of income and expense budgets as it relates to all memberships, lockers, and membership programming and the development of quarterly and annual sales reports. Incumbent is tasked to develop and manage sustainable recreation member acquisition and retention programs, manage group facility access and group sales requests, manage activity sales systems and processes, develop sales and promotional strategies and advance the departments marketing and public relations goals and stratagems that maximize revenues and market penetration. Incumbent is tasked to manage all aspects of recreation membership operations including initial member contact, verify member eligibility, member purchase guidance, and update system population data, membership renewal notices, review daily transactional applications log, review and approval of refund requests.
Quality customer service skills, engages customers, demonstrated ability to resolve customer issues; demonstrated skill in creating and maintaining positive customer relations and cooperative working relationships with coworkers and the public.
Ability to listen perceptively and maintain equanimity when dealing with complaints or conflicts, and to resolve difficult situations to positive outcomes. Skill in communicating direction to staff in a clear, concise manner, to achieve efficient completion of tasks. Ability to explain processes to staff and patrons in a clear, concise and diplomatic manner.
Ability to manage, manipulate and navigate large data sets, generating information-driven insights for the executive team. Assess effectiveness and satisfaction of programs, services and facilities to support departmental mission and values to guide decision making.
Demonstrated skill in working independently and following through on assignments with minimal directions. Demonstrated skill in performing efficiently under conditions of fluctuating workload and stressful work periods.
Experience in development of marketing campaigns to attract and retain customers. Keep current with the latest systems and techniques to efficiently manage registration and customer service. Assist in department marketing to create engaging and exciting content that is pertinent to member services. Exceptional written and oral communication skill.
Ability to maintain an established regular schedule and to work occasional nights and weekends.
Expert skill in reconciliation of transactions and resolving errors and discrepancies; extensive knowledge of cashiering practices with significant experience with daily cashiering operations to include security measures, deposits procedures, reconciliation and report preparation.
Demonstrated skill in supervising employees. Ability to manage office operation in an efficient and customer oriented manner while maintaining positive staff morale.
Master degree or three to five years of professional member & facility management experience working in a collegiate/community recreation environment, strong communication and presentation skills experience. --Preferred
Additional Salary Information: For more information and to apply, visit the UCLA Career Opportunities website at hr.mycareer.ucla.edu/applicants/Central?quickFind=75802
Internal Number: 29938
About UCLA Recreation
UCLA Recreation is committed to providing high quality recreational experiences that benefit the campus community. It is the function of the department to provide such experiences in a manner which is fully supportive of, and integral to the fulfillment of the academic and public service mission of the University, and contribute to the health, wellness, development, and education of students. In adhering to this responsibility, the department is charged with providing extensive access to a broad range of recreational activities and services, which reflect the varied leisure needs of the University community.