Director Member Experience

About the role

Reporting to the General Manager, the Director Member Experience shapes and enhances the overall member experience to drive revenue, engagement, spend, retention, and satisfaction in alignment with the club’s strategic plan. The 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. The Director manages the new member journey from onboarding to early tenure management and at-risk member intervention, with a strong focus on retention. They implement and maintain a comprehensive communication strategy that amplifies the club’s narrative across all channels while ensuring clear and effective communication of club initiatives. The Director continuously innovates and refines member events and experiences, adapting to evolving member needs and industry trends to create a vibrant, connected member community. They also supervise the Member Experience team (where applicable), overseeing project management, budgeting, staffing, hiring, and training.

Responsibilities

• Develop and execute the member experience strategy, focusing on 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.
• Incorporate feedback from members and committees to ensure events remain relevant, engaging, and tailored to the diverse needs of the members.
• 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.
• Ensure that all touchpoints along the member journey are strategically planned and executed to foster engagement and satisfaction at every stage.
• Assist with 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 platforms.
• 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.
• Exhibit strong leadership in navigating the dynamic nature of club operations, proactively resolving challenges, and inspiring cross-departmental collaboration.
• Follow all company, club, and department policies, procedures, and instructions.
• Represent the company’s management team by supporting and enforcing policies while maintaining the highest standards of ethics and integrity.
• Maintain a high level of professionalism and a commitment to excellence in interactions with members, colleagues, and staff.
• Promote and follow safe working practices, ensuring compliance with safety guidelines and encouraging others to do the same.
• Take the initiative in personal and professional growth and maintain any required certifications relevant to your role.
• Address and resolve challenges using available resources, working with regional and corporate teams to support club operations.
• Support the overall efficiency of the team by collaborating and contributing to the club’s goals.

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.
• 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.
• 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.

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

Benefits

• 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 (time off as required by applicable law is also provided for part-time team members)