Director of Guest Experience, Sales,

2 months ago

Calgary, Canada MNP Community & Sport Centre Full time

Reports to: Chief Program Officer

Role: The role is responsible for membership growth and retention, filling programs and services to capacity, cultivating partnerships, building external communications plans, overseeing member engagement and developing innovative advertising programs that drive sales and develop loyal customers. In addition, this role directs the Guest Service department and overall vision to enhance the member journey through exclusive benefits, recognition platforms and delivery of exceptional service. The Director of Guest Experience, Sales & Marketing turns ideas into action by leading a dynamic team of marketers and Guest Service team members.

What’s In It for You:

  • Free facility access based on hours worked plus a variety of free and discounted programs & services.
  • Employee recognition program.
  • Annual staff events including BBQ’s, Corporate Challenge, December holiday party and many more.
  • Free parking and close to transit with a C-train and bus stop steps away.

What You’ll Do:

  • Identify, research, develop and oversee the development and execution of strategies and plans in the areas of Marketing, Sales, Guest Experience, External Communications and Sponsorship to ensure successful positioning and strong branding that drives membership growth, retention and sales.
  • Develop, implement, and monitor operational processes and procedures to ensure attainment of business plans, budgets, established timeframes and departmental improvements.
  • Provide leadership and direction to the Marketing team, Guest Service Manager and Guest Service Team members including hiring, training, mentoring, coaching, and performance management.
  • Achieve outcomes in the key result areas of operational excellence, product and service leadership, and customer engagement.
  • Function within a strategic and policy framework established by the CEO and the Board.
  • Contribute to organizational strategy and policy development.
  • Responsible to actively monitor and question the business practices, with the ultimate goal of ensuring the ongoing protection of the Lindsay Park Sports Society.
  • Participate in the ongoing development and execution of the organization’s Strategic Plan.
  • Leverage technology, artificial intelligence and Salesforce based software such as Avocado and Pardot to engage, support and add value to each member’s journey.
  • Cultivate, establish and develop key B2C and B2B partnerships to improve stakeholder value (Members, Team Member, Vendors and LPSS).
  • Oversee and regularly report out on service-level KPIs such as NPS, Member engagement score, Reviews, Yelp, etc.
  • In partnership with colleagues in senior leadership, take the lead in fostering an environment rich in Diversity, Equality, and Inclusion for all members and staff.
  • Other duties as assigned.

Other:

  • Be an effective public relations person for MNP Community & Sport Centre and communicate effectively and courteously with staff, public, board members and sport partners.
  • Be an effective, contributing member of the Senior Leadership Team.
  • Be accountable to each member of the Leadership Team.
  • Actively contribute to facility-wide teamwork and collaboration.
  • Act as Facility Supervisor on designated shifts.
  • Ensure facility-wide safety and emergency procedures are followed.
  • Build relationships with Marketing and Guest Service Leaders of like facilities to share information and gather competitive intelligence.

Committees:

  • Senior Leadership Team Meetings.
  • Other committees to be assigned.

What You Need:

Education:

Post-secondary degree in marketing or related equivalent. A Master’s degree in marketing or related equivalent is considered an asset.

Prior Work Experience:

  • At least five years of experience leading high-performing teams and managing an annual budget of at least $5 million.
  • At least five years of experience developing and implementing best practices, marketing initiatives, providing creative direction, and balancing a diverse range of needs and expectations to produce greater than average results.
  • At least three years of experience working in the recreation industry or related industry is considered an asset.
  • At least three years of experience working in B2C and B2B marketing & sales.
Our Commitment to Diversity, Equity, and Inclusion: We value the uniqueness and perspectives of all employees and are committed to diversity, equity and inclusion initiatives to create a feeling of belonging for all of our team members at MNP Community & Sport Centre. We welcome and encourage applications from all qualified candidates. MNP Community & Sport Centre provides support in its recruitment process to candidates with disabilities; including accommodation, that takes into account candidates’ accessibility needs. Please connect with our Human Resources team if you require accommodation within the recruitment process. All candidates applying to MNP Community & Sport Centre must have legal authorization to work in Canada with no restrictions.

While we appreciate all applications we receive, we advise that only candidates under consideration will be contacted.

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