Member Experience Manager

Responsibilities

• Utilize CRM, internal tools, and online systems to assist members in our club suites with operational run of show, issue solving, and delivering a high-touch membership experience.
• Engage with members via multiple touchpoints – email, phone, text, in person – as their primary point of contact to the Club; assisting them with making reservations, accessing tickets, and creating unforgettable experiences throughout the portfolio of club offerings.
• Aid and contribute to weekly meetings to discuss member feedback, operational insights, and any additional details relating to members or our events.
• Assist the Director in designing and implementing strategies that deepen member relationships, increase member satisfaction, and increase retention.
• Identify and monitor membership metrics (retention, satisfaction, membership usage, personal details) and continuously assist to refine engagement efforts based on insights, feedback, and data collected.
• Event-day hosting, including placing catering orders, welcoming members to the suite, assisting with navigating the space, recording any notable member key insights, and facilitating additional experiences as the Club adds them.
• As the membership scales, assist with building the framework for hiring, training and developing a team of Member Suite Specialists.

Requirements

• 5+ years of experience in a member service role or hospitality space, preferably at a private club or hotel space (e.g., country club or social club).
• Experience working in CRM systems, entering, managing and organizing confidential data.
• Strong communication and interpersonal skills, with a high degree of empathy and poise.
• Comfortable working cross-functionally in a fast-paced, growth-stage environment with little direction.
• Organized, detail-oriented, and able to manage multiple engagement efforts simultaneously.

Qualifications

• Nice to have, but not a dealbreaker: Experience in hospitality, luxury services, live entertainment, or event operations; experience working in startup environments or within new business incubation teams; familiarity with ticketing systems across a variety of venues and experiences; familiarity with operations procedures at a variety of venues, stadiums, and experiences.

Benefits

We offer a competitive salary range of $102,000.00 - $120,000.00 annually, along with various benefits including medical/dental/vision insurance, a 401(k) plan, paid time off, and other benefits in accordance with applicable plan documents. Benefits for Union represented employees will be in accordance with the applicable collective bargaining agreement.