The Membership Services & Outreach Coordinator services guests, including new and existing members, with equal priority and ensures a positive experience for members at the Student Recreation and Wellness Center (SRWC). This individual manages student assistants with the training, skills and motivation to ensure an excellent service culture. The Membership Services & Outreach Coordinator will create excitement and interest in SRWC programs and is responsible for generating revenue from new memberships as well as retaining existing members. The incumbent will be responsible for the development and coordination of outreach efforts that will focus on the CSULB community including alumni, faculty/staff, and affiliates. In addition, he/she will actively recruit, train and lead a team of student assistants that will do the same.
ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.
Provides leadership, management and administration for comprehensive membership services and outreach programs for the SRWC. Maintains a strong team of student assistants that effectively accomplish the goals and objectives for membership recruitment, retention, and usage of the SRWC. Recruits, trains, evaluates and mentors student assistants in the membership and front desk departments.
Evaluates membership recruitment, retention and facility usage, and recommends changes as appropriate to the Associate Director. Ensures that all potential and existing members are identified appropriately and are reported accurately in the membership program for tracking purposes. Provides all statistical and reporting information to the Associate Director on a timely basis. Creates custom data reports for ASI management, boards and committees. Maintains daily logs of tours, information calls, and guests to follow-up on and tracks progress with the Associate Director.
Oversees membership/point of sale program (Fusion software) and provides continuous sales support, education, and training to all SRWC departments, including serving as the point person for all issues related to the SRWC membership/point-of-sale operating system. Updates membership/program software content, troubleshoots software issues, and interfaces with ASI Information Technology for greater technology concerns.
Administers membership billing, as it relates to batching, past due payments, balances, cancellations, and customer concerns. Cross trains the SRWC Administration & Facilities Coordinator as a back-up to membership sales, including batch renewals, sales and member concerns.
Supervises student marketing assistant who categorizes content and organizes layout for website navigation; answers and filters emails from website that relate to program inquiries, suggestions, and concerns; and uploads content for digital signage software in all functional programming areas of the SRWC, which includes design, graphics, data and informational text.
Works with the SRWC Information Technology Specialist and ASI IT to resolve technological issues, and assist with troubleshooting with implementation of media. Assists with management of LEED software, which includes monitoring data, and updating content and graphics.
Achieves monthly membership acquisition goals through persistent and enthusiastic outreach. Responsible for the development of a biennial membership plan to be approved by the USU Board of Trustees.
Customizes members experience by encouraging involvement with SRWC programs that align with the unique needs, interests and goals of each prospective member.
Creates, manages, and fosters programs and relationship that continually promote the SRWC with all students, faculty, staff, alumni, and affiliates including campus departments.
Assists the Associate Director in developing budget and financial projections, and monitors monthly financial statements for membership services and marketing program. Initiates cost-containment measures and revenue generation strategies to ensure that program meets or exceeds financial expectations.
In coordination and compliance with ASI Development Office, creates, develops, and manages SRWC corporate sponsorships and revenue generating opportunities for all SRWC programs and departments. Works with all SRWC programs to increase revenue through special events and sponsorships.
Supervises 20-25 student assistants. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.
Education and Experience
Bachelor’s degree in Business, Marketing, Sports Management, or related field. Experience in the University Recreation Field preferred. 1-3 years of experience with membership software preferred.
Knowledge and Abilities
Must demonstrate knowledge of all phases of membership services and outreach, including knowledge of principles, methods, practices, trends, and techniques, and be able to apply these pertaining to a university setting. Ability to understand, interact, and evaluate membership management database (FUSION). General working knowledge of the programs, activities and services, or ability to rapidly acquire such knowledge as a condition of continued employment. General working knowledge of the organization of CSULB. Knowledge of accounting software, customized reports software, website programming, membership software, and digital signage software.
Additional Salary Information: Excellent Benefits
About Associated Students, Inc. CSULB
The Associated Students, Incorporated is a non-profit corporation and auxiliary organization of California State University, Long Beach. We provide a wide range of programs and services to the students of CSULB. ASI is an equal opportunity employer.