Hospitality CLUB Membership Manager

About the role

Oversees the CLUB credit loyalty program in Hospitality and is responsible for driving member experience, acquisition, activation, retention, sales, operations, and regulatory compliance. Cultivates and champions a culture of legendary guest experiences with the loyalty program and actively seeks opportunities to enhance and innovate on the member experience. Builds and leverages partnerships to maximize Associate and guest engagement around the program and advocate for seamless integration into the guest experience. Manages the daily activities of the Hospitality CLUB team, ensuring they deliver legendary service to both potential new and existing CLUB loyalty members. Maintains a fun and encouraging work environment to increase guest satisfaction, company profitability, and Associate engagement.

Responsibilities

• Acquire new CLUB Members and deliver a legendary experience to existing CLUB Members that embraces a spirit of Ozark hospitality.
• Accountable for how the loyalty CLUB credit program experience, operations, and services are executed.
• Build confident, educated Associates who offer CLUB benefits to guests. Conducts training and coaching sessions for Associates throughout the Hospitality campus. (20%)
• Supervise daily activities of CLUB team by providing job performance coaching & recognition, assigning work, validating accuracy/compliance with policies and procedures, ensuring Outfitters are proactively providing superior customer service, and analyzing/resolving work problems. Lead efforts around scheduling & payroll budget management and hiring new Associates. (20%)
• Seek opportunities to integrate the CLUB loyalty program into property culture, events, and initiatives to provide a seamless experience for guests. Influence decision-making and gain buy-in with Hospitality leadership around the execution of CLUB loyalty strategies and vision for the guest CLUB loyalty experience through effective relationship building, motivation, and communication. (20%)
• Report and update Hospitality management on performance. Attend leadership meetings and provide insight and solutions to drive results and experience. (15%)
• Provide superior customer service to customers to ensure accurate and efficient outcomes. Understand products and demonstrate an ability to promote the benefits of the CLUB loyalty program to customers during the Hospitality experience. Lead by example to ensure account goals and objectives are met. (10%)
• Lead and execute strategies to ensure that all CLUB Hospitality operations are sustainable and can support ongoing growth and changes. Identify gaps, develop processes and procedures, and lead cross-functional projects to increase effectiveness, efficiency, performance, and compliance execution. (10%)
• Serve as a subject matter expert and offer insight on projects related to Hospitality loyalty acquisition, activation, retention marketing strategies, or events. Act as communication champion and advocate between corporate and Hospitality teams. (5%)
• All other duties as assigned by management.

Requirements

• Minimum of a High School Diploma or Equivalent.
• 4 to 6+ years of previous Retail, Hospitality, or marketing experience required.

Skills

• Ability to consistently exceed guest expectations and show commitment to Bass Pro Shops Core Values.
• Strong leadership skills with proven ability to facilitate cross-functional teams; some supervisory or management experience required.
• Retail, Hospitality, and marketing experience preferred.
• Analytical skills and reporting/dashboard creation preferred.
• Extensive communication (written and verbal), mediation (conflict resolution), and facilitation skills.
• Visionary with long-term focus—able to see the end results and bigger picture.
• Self-starter: demonstrates personal initiative and willingly assumes responsibility and ownership.
• Ability to build a motivated, positive, trust-based team and strong working relationships with internal and external customers.
• Ability to create an open environment supportive of free sharing of information and ideas that is also conducive to contribution, growth, and achievement.
• Exemplary standards of integrity, personal work ethic, and continuous involvement in self-education and development.
• Proficiency in Windows, Excel, Word, PowerPoint, and other Microsoft Office tools.

Travel Requirements

Ability to travel up to 25% of the time.

Physical Requirements

• Constantly communicates with others to exchange information.
• Regularly performs computer work, walking, and standing.
• Occasionally sits and lifts up to 50 lbs.
• Occasionally works in outdoor elements, hot and cold temperatures.
• Occasionally works in noisy environments.

Benefits

• Discounts on retail merchandise, restaurants, world-class resorts, and conservation attractions.
• Medical, dental, and vision coverage.
• Health Savings Account and Flexible Spending Account.
• Voluntary benefits.
• 401k Retirement Savings.
• Paid holidays, vacation, and sick time.
• Bass Pro Cares Fund.
• And more!