DIRECTOR OF MEMBER RELATIONS & COMMUNICATIONS

About Fiddler’s Creek

Located between Naples and Marco Island, Fiddler’s Creek is one of Southwest Florida’s most distinguished luxury residential and private club communities. The community currently encompasses more than 3,000 residences across 39 neighborhoods, with a long-term master plan to grow to approximately 5,000 residences in nearly 70 neighborhoods by its anticipated completion in 2040. Home values range from approximately $4 million to over $15 million, while luxury condominiums range from $1.5 million to more than $2.5 million, reflecting the exceptional quality and desirability of the community.

Designed around the philosophy of providing a “never-ending vacation,” Fiddler’s Creek offers members an extraordinary resort lifestyle centered on its impressive 54,000-square-foot Club & Spa. The campus features a state-of-the-art fitness center along with two distinctive dining venues—the casual, poolside Gator Grille and the elegant Caxambas fine dining restaurant. Members enjoy a spectacular resort-style aquatic complex, a lap pool, six Har-Tru tennis courts, ten pickleball courts, three bocce courts, and miles of walking and recreational trails. At its heart, Fiddler’s Creek is a vibrant, welcoming community where members enjoy an active and engaging lifestyle. A year-round calendar of social events, holiday celebrations, signature galas, golf tournaments, wellness programming, racquet sports, and community outreach initiatives fosters lasting friendships and meaningful connections.

About the role

The Director of Member Relations & Communications reports directly to the General Manager/Chief Operating Officer and leads the strategy and day-to-day execution of member engagement, communications, new-member integration, and social programming. The Director will work collaboratively across departments so that every touchpoint reflects Fiddler’s Creek’s commitment to exceptional hospitality and service. This position also leads and mentors the Member Experience team, supports committees and volunteer leadership as needed, and serves as an important source of member insight for the leadership team. Success will be measured through the quality and relevance of programming, member participation and feedback, the clarity and consistency of communications, the effectiveness of new-member onboarding, and the strength of relationships throughout the community.

Responsibilities

• Develop and execute a comprehensive member-experience strategy that promotes engagement, participation, connection, and retention.
• Create memorable programs, events, and social experiences tailored to the interests, demographics, and seasonal patterns of the membership.
• Maintain a visible presence throughout the community and build authentic relationships with members and guests.
• Monitor member feedback, satisfaction, and engagement trends; recommend enhancements that continually elevate the experience.
• Partner across departments to ensure a seamless, consistent member journey and assist with thoughtful service recovery when needed.
• Develop and execute a comprehensive communications strategy across all member communication channels.
• Create clear, compelling, storytelling-driven content for newsletters, email, the website, mobile applications, digital displays, and social media.
• Manage the Club’s social media presence and showcase the Fiddler’s Creek lifestyle, events, and member experiences with good judgment and discretion.
• Maintain a consistent voice, editorial calendar, and brand standards across departments and platforms.
• Evaluate communication effectiveness and continually refine content, timing, segmentation, and delivery methods.
• Lead the New Member Welcome Program and create a thoughtful onboarding experience from arrival through early engagement.
• Coordinate orientations, introductions, welcome events, and connection opportunities that help new members quickly feel at home.
• Develop initiatives that encourage early participation, relationship-building, and long-term engagement.
• Promote personal recognition through strong relationship-building and name recognition.
• Plan, coordinate, and execute a year-round calendar of member events and activities.
• Collaborate with department leaders, member committees, and volunteer leaders to develop relevant, well-balanced programming.
• Manage event budgets and vendor relationships as appropriate, with strong attention to detail and execution.
• Evaluate event success through attendance, member feedback, participation patterns, and other meaningful measures.
• Lead, develop, and mentor the Member Experience team while establishing clear priorities, expectations, and accountability.
• Promote a culture of hospitality, professionalism, collaboration, creativity, and respect.
• Serve as a strategic partner to the General Manager/Chief Operating Officer and department leaders in advancing community goals.
• Support committees, volunteer leadership, and special projects that enhance the overall member experience.

Initial priorities of the new Director

• Listen, learn and observe. Develop a strong understanding of Fiddler’s Creek’s culture, history, membership, amenities, seasonal rhythm, and strategic direction.
• Build relationships and trust. Establish a visible presence and meaningful connections with members, the leadership team, department leaders, staff, committees, and volunteer leaders.
• Assess the member journey. Review member touchpoints, feedback mechanisms, participation trends, and service-recovery practices to identify immediate and longer-term opportunities.
• Evaluate communications. Review all platforms, content, cadence, audience segmentation, brand voice, workflows, and measures of effectiveness; establish an integrated communications calendar.
• Strengthen programming. Evaluate the social and activity calendar, attendance data, member interests, and cross-department planning to ensure programming is relevant, balanced, and well executed.
• Enhance new-member integration. Assess the welcome and onboarding process and create intentional opportunities for early connection and participation.
• Align and develop the team. Clarify roles, priorities, service standards, and accountability while supporting the professional growth of the Member Experience team.

Qualifications

• A warm, polished, and highly visible hospitality professional who genuinely enjoys building relationships and creating a sense of belonging.
• A strategic communicator and strong storyteller with exceptional written, verbal, editing, and interpersonal skills.
• A creative programmer who understands how to translate member interests and feedback into relevant, memorable experiences.
• A collaborative leader who works effectively across departments and can influence through credibility, respect, and follow-through.
• A skilled organizer and project manager who can balance a demanding calendar, multiple communication channels, events, budgets, vendors, and competing priorities.
• A calm, diplomatic problem-solver with sound judgment, discretion, and the ability to support service recovery appropriately.
• A data-informed professional who uses participation, engagement, and feedback measures to guide decisions without losing the personal side of hospitality.
• An adaptable, hands-on leader who remains composed in a fast-paced, seasonal environment and holds high standards for execution.
• A team builder who develops others and promotes hospitality, professionalism, collaboration, and accountability.
• Demonstrated experience developing multichannel communications, digital content, social media, and editorial calendars.
• Strong event-planning and execution experience, including budgeting, vendor coordination, and evaluation of results.
• Proficiency with Microsoft Office; experience with CRM, club-management, email-marketing, website, mobile-app, and content-management platforms is preferred.

Educational and certification qualifications

• A bachelor’s degree is preferred in hospitality management, communications, marketing, public relations, business administration, recreation, or a related field.
• At least four years of progressive experience in hospitality, member relations, communications, marketing, programming, or customer engagement.
• Previous leadership experience in a private club, luxury residential community, resort, or other member-based hospitality organization is strongly preferred.
• Relevant professional development or certification through CMAA, PCMA, PRSA, IABC, or a comparable association is valued but not required.