Director of Retention, Marketing

The Opportunity

Midtown Athletic Club is seeking a visionary and data-driven Director of Member Retention- Marketing to join our Marketing leadership team. In this strategic role, you will oversee the entire member retention strategy, leading a team of three direct reports to craft compelling communication campaigns and develop innovative retention initiatives that cultivate member engagement driving member lifetime value.

*This is a hybrid role that requires 2 days per week on-site at our Corporate Headquarters (3611 N. Kedzie Ave, Chicago).

What You’ll Do:

• Develop and implement a comprehensive member retention strategy aligned with club goals and member lifecycle stages.
• Oversee all member communications across email, app, and club screen channels, ensuring consistent messaging and a seamless member experience.
• Lead your team of direct reports (Lifecycle Marketing Manager, Loyalty Marketing Specialist, Application Product Manager) to develop and execute targeted retention campaigns.
• Direct mobile application roadmap, prioritizing features that align with the member retention strategy.
• Analyze member data and identify trends to inform retention strategies and program development.
• Partner with other departments to identify and address potential points of member friction and improve the overall member experience.
• Track and report on key performance metrics (member interactions, retention rates, check-ins, secondary revenue) to measure success and identify areas for improvement.
• Stay up-to-date on industry trends and best practices in member retention and marketing technologies.
• Develop and maintain a positive and results-oriented work environment for your direct reports.

What you Have:

• 8+ years' experience in customer retention, loyalty marketing, or a related field.
• Proven track record of successful retention strategies that improve member engagement and reduce churn.
• Expertise in omnichannel marketing and a deep understanding of CRM.
• Strong leadership skills to guide and motivate a team of 3 direct reports.
• Ability to collaborate effectively across departments.
• Strategic thinking, proactive approach, and passion for continuous improvement.

Who you are: win together, glass half-full, passionate about helping others, better than yesterday, kind.