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Director of Member Experience| Carolina Club UNC Alumni
2 months ago
Overview
Curating and enhancing ‘ClubLife’ and increasing Club Member Growth.
• Programming - Develop & ensure execution of relevant & engaging Member events andexperiences specific to Club We Are/segments and ClubLife expectations.
• Communications - Implement thorough and consistent strategy to best communicate ClubLife through all channels, amplifying the Member story.
• Member Management - Champion the engagement and retention strategy for overall Member journey + tracking, ARMI, and forecasting.
• New Member Onboarding - Develop and be accountable for New Member Welcome and Connect Steps, Member Intel, and Name Recognition.
• Supervise Member Experience TEAM - Project management, budgeting, staffing, hiring, and training of Member Experience Manager, Member Experience Coordinator, and ClubLife Concierge.
Reports Directly To: General Manager
This role will pay a salary of $50,000 to $55,000.
For FT roles: Benefits: Health, Dental and Vision insurance, 401(k) savings plan, 401(k) matching, and paid time off (vacation days, sick days, and 12 holidays)
Responsibilities
Day to Day:
• Focus on both the quantitative (Member Growth) and qualitative (Member Experience) goals of the Club.
• Lead Member Experience Team in executing Membership Experience strategic plan.
• Create ClubLife experience according to brand standards.
• Ensuring a vibrant and connected member community.
• Focus on At Risk Member Intervention and increased retention practices.
• Communicate to employees and Members consistently and concisely via all channels.
• Execute all Member Events and Programs with member and committee feedback.
• Onboard/ new member connect steps.
• Create and execute relevant programs with purpose with consideration of your Clubs Members, product, and position.
• Create storytelling and content focused communications.
• Responsible for budgeting of dues lost, resignations and downgrades.
All the other stuff we do:
• Adhere to all company, club and department standards of operations, policies, and procedures whether written or verbal.
• Act with integrity.
• Conduct ourselves professionally and respectfully.
• Communicate effectively.
• Work well under pressure, coordinating multiple tasks at any given time.
• Solve problems, utilizing all available resources including regional and corporate staff.
• Work safely and ensure others are too.
• Attend meetings as required or requested.
• Understand service recovery procedures for Member/Guests.
• Notify GM and/or department head(s) of Member/Guest complaints. Rectify by practicing service recovery as soon as possible.
• Remain, open, flexible, and adaptable to take care of our Members and Guest changing needs.
• We are ready to assume different responsibilities as needed and requested as an essential part of our jobs.
Qualifications
About you:
• Undergraduate degree preferred. Educational concentration in business, communications, journalism, public relations, hospitality management, or recreation.
• Experience of 2-4 Years in Hospitality, Customer Relations, or Marketing & Communications.
• Prefer experience in one or more of the following: sales, relationship management, food & beverage operations, customer service, membership associations and/or fundraising.
• Prior experience in leading a team or project to a successful outcome is preferred.
• Advanced knowledge working with Microsoft Office suite, including Word, Outlook, and Excel.
• CRM/Salesforce.
Physical Requirements:
Standing, walking, exposure to temperature changes, dust, fumes, or gases, climbing/ladders,
squatting/kneeling, reaching, grasping, pushing/pulling, twisting/bending,
lifting/carrying/pushing/pulling up to 100 lbs on occasion, folding/unfolding, talking, hearing,
and seeing.
Primary tools/equipment used in this position and approximate weight:
Computer
Telephone
Attendance Requirements for this position:
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.
