Member Experience Lead

About the Club

The Multnomah Athletic Club (MAC) is Portland’s most legendary hub of sports and socializing—a 600,000-square-foot campus that feels like a small city. Inside you’ll find four restaurants, three pools, a climbing gym, state-of-the-art studios and fitness suite, racquet-sport courts, massage services, a boutique, a grand ballroom, and a variety of events spaces. Every employee has room to grow and the chance to shape a one-of-a-kind community.

About the Role

MAC is looking for a Member Experience Lead to design and deliver an exceptional onboarding experience for prospective and new members, from initial interest through the first year of membership. As the front door of the member relationship, you will create welcoming, personalized experiences that help new members feel connected, engaged, and part of the MAC community.

This role leads tours, coordinates onboarding programs and events, develops communications, and partners one-on-one with members to understand their interests and goals. You will serve as an integrator across the Club, connecting new members to the people, programs, and experiences that best align with their needs. Working closely with the Senior Membership Manager and departments across MAC, you will help shape and continuously improve the member journey while driving long-term engagement and retention.

This position is primarily onsite and requires regular interaction with prospective members, new members, Club leadership, and staff across multiple departments.

Responsibilities

• Lead engaging and personalized tours for prospective members, showcasing the Club’s culture, programs, and community.
• Continuously refine the tour experience to ensure prospects leave with a compelling understanding of the value of membership.
• Tailor tours and onboarding experiences to individual interests across athletics, fitness, wellness, social activities, family programming, and professional networking opportunities.
• Train and support team members who assist with tour delivery to ensure a consistent, high-quality experience.
• Design and manage onboarding programs including welcome events, happy hours, orientation sessions, and other first-year engagement opportunities.
• Develop and oversee onboarding communications, including welcome campaigns, milestone messages, resource guides, and personalized outreach.
• Create meaningful touchpoints throughout a member’s first year that foster connection, participation, and belonging.
• Get to know new members and understand their goals, interests, and motivations for joining the Club.
• Connect members with relevant programs, activities, resources, staff, and fellow members to support successful integration into Club life.
• Partner with the Senior Membership Manager to align onboarding experiences with broader membership strategy and committee priorities.
• Support ongoing engagement through anniversary recognition, milestone outreach, and other retention-focused initiatives.
• Serve as a key liaison between new members and Club departments to facilitate warm, informed introductions and seamless handoffs.
• Build strong working relationships with department leaders and program managers across the Club.
• Advocate for the new member perspective and help create a cohesive onboarding experience across all areas of MAC.
• Define and track measures of onboarding success, including member participation, engagement, satisfaction, and retention.
• Gather feedback and insights from members and stakeholders to continuously improve programs and processes.
• Analyze both quantitative and qualitative data to identify trends and recommend enhancements to the member experience.
• Champion a culture of hospitality, connection, and exceptional service throughout every onboarding touchpoint.

Requirements

• Bachelor’s degree or an equivalent combination of education, training, and experience.
• Three or more years of progressive experience in customer onboarding, member experience, customer success, hospitality, alumni relations, event programming, or a related field.
• Experience designing and delivering programs that successfully welcome, engage, and integrate new customers, members, or community participants.
• Experience leading tours, hosting events, or facilitating member-facing programs.
• Ability to build relationships quickly and create meaningful connections with a diverse membership community.
• Exceptional verbal communication skills and confidence speaking with individuals and groups.
• Strong written communication skills with the ability to create member-facing content and onboarding communications.
• Excellent project and program management skills with the ability to take initiatives from concept through execution and evaluation.
• Strong collaboration skills and the ability to influence and build partnerships across departments.
• Ability to make thoughtful connections between people, programs, and resources while managing multiple priorities.
• Experience using member feedback, engagement metrics, and operational data to drive continuous improvement.
• Proficiency with CRM systems, email platforms, event management tools, and related technology.
• Strong customer service orientation and the ability to handle member matters with professionalism, diplomacy, and discretion.
• Ability to thrive in a relationship-driven, member-focused organization where trust, hospitality, and service excellence are highly valued.
• Experience in a private club, hospitality organization, member-based nonprofit, higher education, alumni relations, or similar membership-driven environment is preferred but not required.
• Availability to work evenings, weekends, and other non-traditional hours as needed to support tours, member events, and operational needs.

Benefits

• Full-time employees enjoy medical, dental, and vision insurance.
• Free access to the exercise room, classes, climbing gym, and pools.
• Free parking and discounted public transportation passes.
• 401(k) program with an employer match.
• Employee Assistance Program (EAP) for free counseling and support.
• Discounts on club services and meals.