Member & Guest Experience Coordinator - Campus Recreation

The Coordinator for Member and Guest Experience works with the Campus Recreation Associate Director to fulfill the mission, values and goals of the Campus Recreation program, in support of the Division of Student Life and West Virginia University. This individual has direct policy making responsibility at the department level that includes membership sales and promotion, member and guest experience, and facility operations of the Student Recreation Center (SRC) and Downtown Fitness Center (DFC). The coordinator creates policy and systems in areas including administrative, financial and personnel functions in conjunction with other members of the Operations team. Reporting to the Associate Director of Campus Recreation, this position is responsible for formulating policies, making purchasing decisions, monitoring daily operations, and planning the optimal use of various personnel to deliver a comprehensive and engaging user experience. 

Directly supervises Graduate Assistant staff, MSA (Membership Services Associate) student staff team. This person will be responsible for growing activity offerings in line with university needs and industry trends. Coordinates yearly review of Member and Guest policies and procedures; provides input to other team members in regard to programmatic or operational activities that positively or negatively impact member satisfaction. Performs strategic visioning for the program area as well as the student development initiatives.

Applications reviewed on a rolling basis, position is open until filled. Applicants must apply through WVU HR portal at careers.wvu.edu. 

Position start date is flexible. 2nd year Graduate Assistants are encouraged to apply.

Membership Sales, Promotion

• The Coordinator is responsible for planning, directing, and coordinating Campus Recreation operations related to Member and Guest experiences including creating policies and procedures related to a delivery of a comprehensive membership program.
• Provide direction to a team of Member Services Associates and Graduate Assistant to ensure compliance with policy and procedure regarding member and guest services including membership sales and customer service.  
• Develop and maintain customer service skills of student employees, including the development of self-confidence, critical thinking skills, communication skills, teamwork, problem-solving, and data entry without error.
• Ensure revenue targets are meeting benchmarks set in collaboration with Leadership Team. Voluntary membership sales account for $500,000 - $750,000 annually, ¾ or more of the total departmental speculative revenue. 
• Serve as one of the department’s main subject matter experts for the Fusion member management software. 
  Works in conjunction with and serves as a back up to the Business Manager to ensure daily reconciliation of sales, processing of refunds, and addressing and correcting Membership Services Associate errors.
• Collaborate with Marketing Strategist to ensure trained staff are representing Campus Recreation at a variety of events and fairs to promote membership, programs, and services to students, employees, and surrounding community.
• Assist in researching member and guest needs, including long-range strategic planning pertaining to methods to increase membership recruitment and retention.
• Engage departments/units monthly to promote membership and departmental offerings.

Member and Guest Experience

• The Coordinator creates procedures and manages a team of student staff, including a Graduate Assistant, to deliver a comprehensive member and guest experience program for existing and potential users. 
• Creates and monitors processes to ensure program offerings are meeting demand, competitive in the local market and in line with industry trends. 
• Collaborates with Coordinator for Research and creates procedures to perform benchmarking activities, periodic surveys and focus groups designed to measure program strengths and opportunities. 
• Communicates recommendations to Associate Director regarding program improvements in other areas as they impact member and guest experiences.
• Hires, schedules, and provides management and supervision for all student staff in this program area, including Graduate Assistant.

Facility Operations

• Collaborate with WVU ITS to help ensure student, faculty/staff imports are working correctly.
• Develop and enforce operational and safety policies and guidelines that provide for the effective operation of the SRC and DFC in areas including, but not limited to, maintaining safe, fun, user-friendly recreation-focused spaces and equipment.
• Prepare, present, implement and administer the SRC Operations budget; prepare cost estimates for budget recommendations; submit justifications for various SRC Operational and facility safety needs, and monitor and control related expenditures.
• Prepare, present, and implement short and long-term facility operations goals in collaboration with other Operations team members.
• Assist in providing vision and administration toward efficient and effective facility operations through engagement in systematic strategic planning, assessment, auditing, evaluation, and reporting.