Manager, Membership Engagement

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Job Summary
Reporting to the Director, Recreation & Active Living, the Manager, Membership Engagement & Services (Manager) is responsible for the leadership and day-to-day management of Athletics & Recreation(A&R) membership services, engagements, sales and support, along with retail services delivered to members and the public. This position supports the vision and goals of A&R by developing and managing a range of strategies and supports for members and clients. The Manager is the primary leader for the department Student Leadership Framework to develop casual staff and student leadership roles and achieve positive student outcomes. This position requires a collaborative and pro-active approach to operational needs, strategic planning, reporting and initiative delivery, with regular collaboration and contact with a broad range of University colleagues, stakeholders and community members.

The Manager, Membership Engagement & Services is accountable for managing and developing strategies and plans for revenue generation and managing all customer service operations. This position will manage the financial aspects of the unit, specifically but not limited to; memberships, ticket sales, promotion and advertising strategies. The Manager will analyze industry trends and member/customer feedback, provide research and reporting to support optimal membership engagement and maximize revenue strategies.

In conjunction with other members of the Recreation and Active Living Unit, the incumbent supports the campus and department vision of advancing, encouraging, and supporting a culture of wellbeing for all who live, learn, and work at Queen’s University. Queen’s has adopted the Okanagan Charter and is implementing the Queen’s Campus Wellbeing Framework that act as inspirational and informative foundations for our programs, services, and supports to enhance active living pursuits, inspire leadership, foster a sense of belonging and impact student and participant success, health, and wellbeing.

**Note**: Ability to work a flexible work schedule and hours is required. Evening and weekend hours will be required as a part of the regular work week.
**Job Description**:
**KEY RESPONSIBILITIES**:

- Promote a culture of service and inclusion that embodies A&R values, with commitment to the university’s Indigenization, equity, diversity, inclusion, anti-racism, and accessibility (I-EDIAA) initiatives designed to foster a welcoming work environment and experience for individuals with diverse backgrounds and identities.
- Manage, develop and oversee the implementation of strategies related to membership sales, program registrations, and all A&R retail opportunities.
- Continually develop and manage new membership initiatives and promotions that align with the campus wellbeing framework and advances the outreach and engagement to faculty and staff and the broader community.
- Support the development and delivery of departmental revenue objectives by working closely with all other program and service teams within the department.
- Analyze and report on trends and member feedback to contribute to the development of successful strategies for membership and program forecasting and planning.
- Manage as required and contribute to strategies and relationships that support community memberships for revenue generation and develop a competitive sales component to attract and retain memberships.
- Develop and manage strategies to increase community engagement, including partnerships with the City of Kingston and internal partnerships with the program team and Marketing and Communications to develop offerings for one-time user groups coming to the city.
- Manage budget preparation, daily sales, operations and staffing, monitoring of sales targets, merchandise inventory control, purchasing as well as web sales and on-line customer service. Work in conjunction with preferred suppliers in negotiating inventory, product design and delivery requirements.
- Manage the Customer Service staff through all components of managing human resources in the unit, including budget management.
- Lead the development of the Student Leadership Framework (SLF) that implements all casual staff and student leaders required by A&R.
- Lead and manage the implementation of the SLF for department wide casual staff, develop annual assessment tools, feedback mechanisms, intake processes, etc. that seek to advance student development and provide continuous support for student staff.
- Manage and develop the recruitment and traini