SUZANNE PULLEN

Execute all management responsibilities within this world-class rowing and fitness club with dining and event facilities.

• Develop strategic plans for increasing revenue and controlling expenses
• $3.3MM budget oversight - 75 to 100 employees
• Organize, develop, schedule, and supervise day-to-day operations of the entire facility including building and property management, construction projects and interior decoration
• Recruited, Created Job Responsibilities and established goals for Restaurant and Events Manager,

Rowing, Fitness, Operations, Membership, Customer Service directors and Rowing Coaches - 4x Junior

Rowing National Champs

• 2018 YTD NET increase of 30% vs YTD 2017 - Increased club revenue in 2017 by 10%
• Manage all Marketing/Advertising and social media for the Club including all direct mail/print products
• Managed the creative and content development of new Club website
• Perform all website changes and updates
• 6 Junior rowing participants qualified for the National team and competing at Junior Worlds 2018

In collaboration with Chelsea Piers Owners and Executive Director: Spearheaded all aspects of the launch and growth of this 465,000sf Health and Wellness sports complex with over 10,000 members and 12,000 customers offering instructional programs, camps, leagues, competitive teams, fitness and events.

New Business Development

• Designed and launched membership options at Chelsea Piers CT generating over $5.5MM in revenue in 2015 and over 10,000 members to date
• Developed and managed membership operating budget
• Recruited and established goals and performance management system for Membership Consultants, Customer Service staff and Marketing Managers.
• Developed and directed the implementation of Corporate Wellness initiatives and partnerships

• Performed in depth market analysis to determine best offerings and pricing for all venues of sports complex
• In collaboration with SVP of Marketing, leverage owned, earned and paid media to create a comprehensive “launch” marketing strategy
• Developed and implemented creative staffing strategy to ensure employee on-boarding and readiness
• Collaborated with sports directors and executive director to develop all sports program offerings, curriculum and schedules resulting in the participation of over 10,000 program participants
• Solicited and negotiated tenant leases reducing facility’s lease expense and providing compatible business offerings to customers
• Facilitated permitting with the City of Stamford, Department of Transportation and State of CT.

Customer Relationship/Retention Management

• Managed the customer interface organization responsible for identifying, tracking and resolving customer complaints and feedback which resulted in increased renewals and retention
• Proficient in Medallia Software using data to capture customer feedback, understand it in real time and take action to improve the customer experience
• Built strong relationships with corporate customers at the executive level

In collaboration with CFC Owners, launched a sophisticated, cost effective college recruiting product to the US and European youth and collegiate soccer markets. CFC is one of the largest soccer clubs in the North East.

• Created business plan directed toward all target audiences of the business, within the United States and Europe - Audiences included college coaches, college athletic departments, sponsors, private clubs, high school athletic departments and athletes.
• Leveraged cost-effective marketing and vendor negotiations keeping within Start-Up budget limitations

Launched and directed multi-channel marketing campaigns for non-profit organization with over 3500 memberships

• Re-branded organization's image and marketing strategy, which resulted in an increased membership and retention rate.
• Spearheaded marketing initiatives from concept development, creative direction, target audience/mailing lists through the printing process for all areas of the organization increasing program participation and ensuring accurate and timely communication to employees and clientele alike.
• Leveraged cost-effective marketing and vendor negotiations each year that resulted in increased business growth within/under budget constraints.
• Developed and maintained PL effectively which ensured a steady NET growth despite challenging economic circumstances.
• Created and maintained website, which eliminated voluminous catalog and brochure mailings and resulted in a cost savings of $50K annually.
• Performed ongoing customer / market research and demographic profiling that identified and capitalized on unmet market needs ahead of the curve.
• Produced all in-house photo shoots / created stock library, which eliminated the need for stock photography purchases, outsourcing and resulted in a cost savings of $20K annually.

Director of Gymnastics

Directed YMCA National Gymnastics Championship team and progressive program, consisting of 1000+ participants ranging from pre-school gymnastics through Jr. Olympic level 10 competitors.

• Developed and maintained PL showing steady NET growth despite challenging economic circumstances.
• Studied client and program needs and created progressive path and lesson plans accordingly in order to provide a program for all abilities and interests resulting in a 20% increase in participation and revenue
• Organized and directed the regional YMCA gymnastics competition involving 700 gymnasts
• Recruited, managed, and trained 4 full-time European elite coaches and 15 gymnastics instructors.
• Integrated special needs curriculum providing much-needed programs for children in Darien and surrounding communities.