Director of Retention – Corporate Office – Dallas, Texas 163425

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Director of Retention

ClubCorp, the largest owner and operator of private clubs nationwide, has operated for more than 64 years with the central purpose of Building Relationships and Enriching Lives® and is relentless in its pursuit of providing extraordinary experiences, meaningful connections, shared passions, and memorable moments for its Members and Employee Partners. Bringing people together is our passion. We are a community and lifestyle for golfers, thought leaders, foodies, dynamic women, young executives, and families. We are seeking to fill a Director of Retention position based in Dallas. This position supports the Member Experience and ultimately focuses on Member Retention, the final stage of a Members journey.

The Director of Retention is responsible for leading key initiatives for Member retention which includes continuing to enhance the ARMI (At Risk Member Intervention) AI platform and program and designing and managing Member surveys and feedback that are initiated throughout the Member journey. The retention pillar of the Member journey begins when Members illustrate trends of becoming “at risk” to resign. Reviewing, analyzing, and providing insights into the trends of when Members are at risk of leaving the Club, and leveraging insights to develop strategic, relevant, personalized programs and offers is a key function. Understanding what is triggering retention, and what tactics are successful in re-engaging members are critical indicators. The Director manages the ARMI platform, survey platform, and the overarching programs that drive change in behavior. This position will assist in ongoing training to our Club Employees system use and is deeply integrated with the Member Experience team to ensure the Key Performance Indicators (KPIs) for the Member journey are met. This position reports to the Chief Marketing Officer.

Essential Responsibilities:

  • Project manage and own the ARMI platform – implementation into Salesforce, new Club rollouts, training materials, reporting, troubleshooting, researching, enhancing, and advancing the program
  • Develop and understand the importance of ARMI and working with all members of the team on boosting the functional and technical training of the program
  • Work directly with the ClubCorp Finance Team on real data insights, to create actionable outputs for the Member Experience Regional and Club team to implement to improve retention
  • Strategize, craft, implement, and manage all Member Surveys and digest all feedback to consolidate into reports with action items; provide club level and regional reporting
  • Launch new initiatives to enhance the Member journey, track progress and answer questions
  • Hold Employee accountable to the set expectations of the retention and resignation process
  • Recognize Clubs on the leaderboard and sharing best practices throughout the company – identifying the wins and investigating troubled areas or Clubs 
  • Create an overall Member Experience Report – ARMI, Survey, and further reporting to bringing the cycle and results consolidated into one document. Easily readable and identifiable to all members of the team
  • Set intention and overall goals for the program every year, broken down into a digestible cadence of monthly or quarterly targets

Qualifications

:
- Bachelor’s degree with a Marketing and Communications background
- 5 – 8 years of project management experience and a proven track record of driving results and programs
- Robust technical literacy, including Salesforce, Pardot, Tableau, and Microsoft Office suite
- Strategic thinker with strong analytical skills as it relates to data interpretation, trends, and insights
- Outstanding written, verbal, and interpersonal communication skills
- Experience in understanding and translating data, reporting, and research
- Proficient in implementation of a project/program, roll-out, ongoing training documents/materials, analyzing data, and reporting
- Ability to multi-task
- Skilled at communicating to all levels: Club level, regional level, national level
- Strong attention to detail and organizational skills

ACI

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