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.

This role includes developing and executing the Member Experience strategic plan, member events, experiences, and programs that increase revenue and engagement across all areas of the club.

Responsibilities

• Develop and execute the member experience strategy, focusing on both the quantitative and qualitative 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.
• Assist with developing retention strategies, including personalized interventions for at-risk members, to strengthen member loyalty and improve retention rates.
• Develop and distribute a multi-channel communication strategy that consistently conveys the club’s narrative, promoting member events, 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.

Qualifications

• Bachelor’s degree with a focus in hospitality management, event management, business or marketing and communications (preferred).
• Proven leadership ability in managing cross-functional teams and adapting to evolving operational challenges (preferred).
• Experience in areas such as relationship management, food and beverage operations, event management, customer service or membership associations (preferred).
• Prior experience in leading a team or managing projects to a successful outcome (preferred).
• Advanced in Microsoft Office Suite, including Word, Outlook, and Excel.
• Experience with CRM systems, particularly Salesforce.

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.

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.

Benefits

Invited offers a comprehensive benefits package that includes:

• Medical, dental, and vision coverage
• Life insurance
• Short-term and long-term disability insurance
• 401(k) retirement savings plan
• Generous paid time off and leave programs