The Program Manager of Member Services assists in coordinating the daily operations of Member Services. This position has significant administrative and financial responsibilities. A vital component of this position is a strong commitment to team work, customer service, and staff development. Specific duties include but are not limited to:
Coordinate the membership application, waiver, parking, locker, and Rec Rewards process for all members including associated communications and recordkeeping.
Assist in oversight of the Member Services Lead Staff including but not limited to hiring, training, scheduling, supervising, developing and evaluating.
Coordinate Campus Recreation social media efforts. Directly supervise the social media student staff team including hiring, training, and managing. Coordinate social media content and editorial calendar across all platforms including (but not limited to) Facebook, Twitter, Instagram, Youtube, and Pinterest. Utilize Sprout Social to schedule posts and review analytics.
Assist in coordinating CSI Member Management System including system administration and policies and procedures.
Maintain and grow relationship with affiliate partners in order to promote and grow affiliate membership options.
Assist in managing the Rec Rewards Membership Reimbursement Program including setup in CSI, recruitment and retention efforts, and customer service.
Coordinate facility access for members, guests, conference groups, and special membership groups.
Develop consistent customer service training for all Member Services Staff and Leads and assist with training other Campus Recreation areas in customer service.
Oversee mystery shop program for Campus Recreation.
Provide tools for new employee training and staff meetings. Develop/revise employee handbooks, policies and procedures as needed.
Collaborate with all Campus Recreation staff on events and programs and facilitate communication to the Member Services staff and assist in coordinating program and service sales.
Train staff on proper tour guidelines and follow up as well as providing necessary information to introduce prospective members to all that Campus Recreation offers.
Assist with marketing efforts including membership promotions and special events. Assist in coordinating member communications including: e-newsletter; Campus Recreation website; membership brochures, forms, and flyers; digital signage; social media communications.
May require occasional early morning, late night, and weekend hours.
Instruct American Red Cross CPR/AED Professional Rescuer Trainings (Instructor training is provided).
Other duties as assigned.
Three (3) years of relevant experience.
Associate's degree with five (5) years experience or seven (7) years of relevant work experience and/or other specialized training can be used in lieu of education requirement.
Experience supervising staff.
Strong communication, organization, management, leadership and professional skills.
Proven commitment to student and staff development and customer service.
A demonstrated ability to take initiative, problem solve, and meet deadlines.
Ability to collaborate effectively as a member of a goal-oriented team.
Strong working knowledge of recreation management software. Daxko/Spectrum CSI preferred.
A working computer knowledge using Microsoft Office and Adobe products in a Windows/network environment.
Salary Range: $40,000-$44,000, Commensurate with experience. About benefits
Cincinnati is No. 25 on Livability.com’s 2019 Top 100 Best Places to Live list.
The University of Cincinnati, as a multi-national and culturally diverse university, is committed to providing an inclusive, equitable and diverse place of learning and employment. As part of a complete job application you will be asked to include a Contribution to Diversity and Inclusion statement.
As a UC employee, and an employee of an Ohio public institution, if hired you will not contribute to the federal Social Security system, other than contributions to Medicare. Instead, UC employees have the option to contribute to a state retirement plan (OPERS, STRS) or an alternative retirement plan (ARP).
The University of Cincinnati is an Affirmative Action / Equal Opportunity Employer / Minority / Female / Veteran / Disabled.
Internal Number: Req ID: 64762
About University of Cincinnati
The University of Cincinnati serves the people of Ohio, the nation, and the world as a premier, public, urban research university dedicated to undergraduate, graduate, and professional education, experience-based learning, and research. We are committed to excellence and diversity in our students, faculty, staff, and all of our activities. We provide an inclusive environment where innovation and freedom of intellectual inquiry flourish.Through scholarship, service, partnerships, and leadership, we create opportunity, develop educated and engaged citizens, enhance the economy and enrich our University, city, state and global community.