Member Relations Director

About the role

The Flagstaff Ranch Golf Club, located in Flagstaff, AZ, is seeking a Member Relations Director to join their team. This position is part of Troon, a global leader in golf and community management.

Responsibilities

• Be the Club “Ambassador” to welcome members, prospects, and guests to the Club and community.
• Develop and execute marketing tactics and strategy that enhances the awareness of the Flagstaff Ranch brand and communicate the story and ongoing execution of the overall community membership marketing and sales plan.
• Drive the content development and facilitate production of all membership-related materials, including but not limited to prospecting, sales, and member communications; website; social media channels; membership sales kit; and documents associated with onboarding.
• Create and execute digital marketing and advertising in accordance with the budgeted plan.
• Conduct marketing activities as designated in the master marketing and sales plan, such as competitor analysis, new homeowner programming, community networking, Realtor relations, and presence/participation in member events.
• Effectively report, track, and communicate results & data.
• Manage a Customer Relationship Management (CRM) system and Membership Prospect/Sales Report, demonstrating an exceptional understanding of these tools and weekly delivery of statistics related to leads, prospect pipeline, sales, and feedback from prospects who decline to join, and results specific to marketing initiatives.
• Lead and implement a sales journey that gracefully connects potential new members to Flagstaff Ranch using current member Ambassadors.
• Oversee all membership paperwork related to sales/upgrades/downgrades and resignations, creating the incoming new member file and ensuring the accurate completion of designated documentation in accordance with the bylaws.
• Accountable for ongoing maintenance of all member files, accurately recording pertinent activity and paperwork, ensuring member files are stored in a secure location.
• Lead the content, production/packaging, and delivery of thorough and accurate onboarding of every new member, ensuring the entire process follows a structured plan, materials are professionally presented, the orientation agenda includes key department leads, and the member gains an understanding of every element of the club, how to use it, and who the individual department leads are.
• Supportive team player who actively contributes in staff meetings, member events, and member event programming, effectively communicating information that helps all associates increase their understanding of membership goals, changes to policies and procedures, activities/processes related to member activities, satisfaction, and retention.

Qualifications/Skills

• Minimum of 3 years’ experience working in private club or semi-private club sales and marketing.
• Bachelor’s Degree or equivalent.
• Highly motivated, goal-driven, and a self-starter.
• Excellent written and verbal communication skills.
• Excellent interpersonal/relationship-building skills.
• Ability to multitask in a high-volume, fast-paced environment.
• Physically able to stand, sit, stoop, bend, and lift up to 20 lbs.
• Able to study, analyze, and interpret complex activities and/or information to improve new practices or develop new approaches.
• Proficient in the use of a CRM tool, CMS, and website management.
• Knowledge of Canva and social scheduling tools preferred.
• Proficient in Microsoft Office (Excel, Outlook, PowerPoint, and Word).