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. The Member Experience Manager will play a key role in ensuring that all interactions and events contribute to a welcoming and vibrant club community.

Reports directly to the Director Member Experience or General Manager.

Responsibilities

• Support the execution of the membership experience strategic plan, including onboarding, programming, communication, and retention efforts, ensuring a vibrant and connected member community that aligns with brand standards.
• 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).
• Assist others as needed and take on additional tasks due to the dynamic nature of the club.
• 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 2 years of experience in hospitality, customer relations, or marketing and communications.

Qualifications

• Bachelor’s degree with a focus in business, communications, journalism, public relations, hospitality management, or recreation (preferred).
• Experience in areas such as sales, relationship management, food and beverage operations, customer service, membership associations, or fundraising (preferred).
• 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.
• Effective multitasker with strong time management and prioritization skills.
• Advanced proficiency in Microsoft Office applications, including Word, Outlook, and Excel.
• Positive attitude with a collaborative team spirit.
• Experience with CRM systems, particularly Salesforce (preferred).

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.

Tools & Equipment

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

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)