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!