Member Experience Manager

About the role

The Member Experience Manager supports the Director Member Experience or the General Manager in developing and executing activities that enhance the overall member experience at the club. This role is responsible for helping create and implement engaging event programming, as well as managing the content and communication plan to keep members informed and connected.

Responsibilities

• Create and execute engaging programs and events that reflect the club’s unique member base, product offerings, and position, incorporating feedback from members and committees.
• Focus on improving member retention through targeted At-Risk Member Intervention initiatives and personalized onboarding for new members to foster strong connections.
• Communicate effectively with members and employees across all channels, ensuring consistent and concise messaging that highlights club activities and enhances member engagement.
• Create compelling storytelling and content-driven communications to promote club events, programs, and the overall ClubLife experience.
• Support the club’s growth by balancing quantitative goals (membership growth) and qualitative goals (member experience).

Requirements

• A minimum of 2 years of experience in hospitality, customer relations, or marketing and communications.
• 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 listing skills, with the ability to understand and respond to member and guest needs.
• Effective multitasker with strong time management and prioritization skills.
• Advanced in Microsoft Office applications, including Word, Outlook, and Excel.
• Positive attitude with a collaborative team spirit.
• Experience with CRM systems, particularly Salesforce.

Qualifications

High school diploma or equivalent. Preferred Bachelor’s degree with a focus in business, communications, journalism, public relations, hospitality management, or recreation. Experience in areas such as sales, relationship management, food and beverage operations, customer service, membership associations, or fundraising.

Skills

• Excellent interpersonal and communication skills.
• Ability to manage multiple tasks and projects simultaneously.
• Strong organizational and time management skills.
• Proficiency in Microsoft Office applications.
• CRM system experience, particularly Salesforce.

Benefits

• 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.

Pay

Your actual base pay will be determined by your skills, experience, education, location, and—if you're in a non-exempt role—hours worked.

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.