Director Member Experience

About the role

The Director Member Experience is responsible for shaping and enhancing the overall member experience to drive revenue, member engagement and spend, retention and satisfaction while aligning with the club’s strategic plan.

Responsibilities

• Develop and execute the member experience strategy, focusing on both the quantitative (improved retention, increased average member spend) and qualitative (member experience) goals.
• Partner with the General Manager and Department Heads to devise and execute high impact, revenue-generating strategies across departments.
• Leverage data analytics to monitor member engagement trends, inform strategy, and optimize retention efforts.
• Oversee the planning and execution of all member events and programs, ensuring they are innovative, memorable, and aligned with the club’s mission and evolving member preferences.
• Curate a dynamic calendar of experiences that inspire participation, foster community, and elevate the overall member experience.
• Develop a seamless onboarding process that ensures new members feel welcomed, integrated, and connected to members and employees.
• Aid in developing retention strategies, including personalized interventions for at-risk members, to strengthen member loyalty and improve retention rates.
• Continuously assess and refine the member journey to adapt to member needs and club goals, focusing on early tenure management and long-term engagement.
• Develop and distribute a multi-channel communication strategy that consistently conveys the club’s narrative, promoting member events, activities, and initiatives through email, social media, in-club signage, and digital platform.
• Ensure timely and effective dissemination of key updates, reinforcing transparency and keeping members well-informed of club developments.
• Communicate consistently and concisely with members and employees across all channels to promote club activities and initiatives.

Requirements

• High school diploma or equivalent.
• 5 years of experience in hospitality, customer relations, food and beverage, private events, or marketing and communications.
• 3 years of experience in a leadership or management role.
• Prior experience in leading a team or managing projects to a successful outcome is preferred.
• Advanced in Microsoft Office Suite, including Word, Outlook, and Excel.
• Experience with CRM systems, particularly Salesforce.

Preferred

• Bachelor’s degree with a focus in hospitality management, event management, business or marketing and communications.
• Proven leadership ability in managing cross-functional teams and adapting to evolving operational challenges.

Physical Requirements

• Must be able to stand, walk, and perform physical activities for extended periods.
• Ability to work in varying temperatures and environments, with potential exposure to dust, fumes, or gases.
• Capable of climbing ladders, squatting, kneeling, reaching, grasping, twisting, bending, and folding/unfolding as required.
• Effective communication skills with sufficient visual acuity, including talking and hearing.

Work Schedule

Attendance requirements for this position as outlined on the weekly schedule. Additional hours are required to meet deadlines of the position, including weekends and/or holidays.