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Director of Member Experience| Carolina Club UNC Alumni

3 months ago

Chapel Hill, North Carolina, United States teamworkonline Full time

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.