Member Experience Coordinator

About the role

The Member Experience Coordinator plays a vital role in enhancing the member experience at the club. This position is responsible for coordinating the event calendar, managing event registrations, and supporting the set-up and implementation of club events. Additionally, the role includes managing the club’s social media channels and supporting communication efforts to promote events and engage with members, ensuring a vibrant and connected community.

Reports to the Member Experience Director, Member Experience Manager, and/or General Manager (if there is not a ME Manager or ME Director at the Club).

Responsibilities

• Support the execution of all members’ experience functions including new member onboarding, programming, communication, and retention efforts.
• Coordinate event registration, prepare materials for member check-in, and assist with event setup, including décor, name badges, and welcome signs.
• Capture photos during events, send thank-you cards to speakers, and write personalized postcards to invite members to future events.
• Conduct new member welcome calls, provide a warm welcome, and manage member birthday and anniversary lists for engagement.
• Manage social media activities, including creating and responding to posts, and ensure the event calendar is accurate on all communication channels.
• Update the club marketing materials such as posters, table tents, and digital displays.
• Maintain up-to-date event and registration information in MembersFirst and promote events through various club communication channels.
• Support At Risk and Early Tenure Management calls and assist with data entry in the tracking systems (i.e., Member 360).
• Assist with processing resignations and conduct follow-up communications.
• Collaborate with department heads to create a unified annual club event calendar and serve as the club representative on member committees, enhancing community relations and member satisfaction.
• Due to the dynamic nature of the club, assist others as needed and take on additional tasks as assigned by management.
• Follow all company, club, and department policies, procedures, and instructions.
• Maintain a high level of professionalism and a commitment to excellence in interactions with members, colleagues, and staff.
• Follow safe working practices, ensuring compliance with safety guidelines and encouraging others to do the same.
• Take 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.
• Attend daily briefings and actively engage in required activities to stay informed and contribute to the team’s success.

Requirements

• High school diploma or equivalent.
• A minimum of 1 year of experience in the hospitality industry or a similar customer-facing role.

Qualifications

• Possess a service-oriented mindset with the ability to make every member and guest feel valued.
• Friendly and personable with a positive, can-do attitude, demonstrating a willingness to go above and beyond to deliver an exceptional member experience.
• Strong communication skills across various channels, including verbal, written, phone, text, and social media.
• Proven ability to work well under pressure, effectively managing multiple tasks simultaneously.
• Strong organizational skills with keen attention to detail.
• Professional and welcoming phone demeanor.
• Exceptional listening skills, with the ability to understand and respond to member and guest needs.
• Advanced in Microsoft Office applications, including Word, Outlook, and Excel.
• Positive attitude with a collaborative team spirit.
• Effective multitasker with strong time management and prioritization skills.

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.

Primary Tools/Equipment

• Computer
• Keyboard
• Telephone
• Copier
• General office supplies

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

Full-time team members have access to 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 (time off as required by applicable law is also provided for part-time team members)

For full details, visit www.invitedbenefits.com.