Annual Report Tucson J 2018 - Page 12

MEMBER RELATIONS MONICA ROSENBAUM | DIRECTOR OF MEMBER RELATIONS This past year was filled with change. As we said good-bye and thank you to Sue Gawera for her fifteen years of dedicated service, we watched Christina Pugh step up and assume a new role as Assistant Director of Member Relations. The Member Relations team has gone through an entire re-organization and have set up each team member to have a meaningful and productive work day while providing the highest level of user experience. We ended the year with 716 new membership unit sales. Our attrition rate went from 3.38% down to 2.54%. We spent the last few months of the year building a plan for member retention and engagement to be used as we moved into 2019. The sales and promotions were received with mixed results this year. The addition of our Black Friday sale was very successful with 30 sales on that singular day. However our Labor Day sale fell short of its goal. Our partnership with the Tucson Roadrunners kicked off in December with our new and improved J Street Team and swag. All departments are working together to cross market and promote The J overall at off site events and fairs. Community partnerships provide amazing exposure and highlight how The J shows up and gives back to the community. These events have generated over 400 leads throughout the year. We have increased J representation at Festival of Books, TMC’s Be Safe Saturday, This is Tucson’s Camp & School Fair and more. As we look forward to the 2019 year we will continue our focus on providing excellent service, member retention, and engagement. We believe the improvements to the facility, including the new Sarver Tennis Center and gymnasium renovations will help draw and grow our overall membership units and keep those currently involved thrilled to be here. Member Relations will continue working with our Building Services team to ensure the upkeep of the facilities with a strong focus on the locker rooms and all components that play a role in the usability and appeal of The J to keep reaching to exceed our users expectations. Member feedback helps us evolve and improve. Over 200 Kvell & Kvetch cards were responded to in 2018. We acknowledge and appreciate the constructive voices that help us stay focused on improving service and delivery. We are proud of what we have accomplished to date and look forward to an amazing year!