Member Experience Director

1 week ago

The Woodlands, United States Clubcorp Usa Incorporated Full time
Job Description

Member Experience Director at the Woodlands - Golf & Country Club in The Woodlands, TX | The Woodlands CC (invitedclubs.com)

Ready to join a dynamic company in the hospitality and service industry where people help drive the success of the business? Since its inception in 1957, Invited has operated with the central purpose of building relationships and enriching the lives of our members, guests, and more than 17,000 employees. We are the largest owner and operator of private clubs nationwide, with 150+ country clubs, city clubs, and athletic clubs. Our Clubs offer first-class amenities, including championship golf courses, modern workspaces, handcrafted cuisine, resort-style pools, state-of-the-art racquet facilities, fitness centers, and much more. Come be a part of this incredible and inclusive team at Invited

At Invited Clubs, work feels like play, as you build relationships with your team and meet Members from all different backgrounds. Every time you step foot in your Club, you can create magic moments and enrich lives. We are passionate about bringing people together and bringing out the very best in life. So, join us and be a part of a fun, fast-paced, high-impact group of talented people, where you belong.

Job Summary

We are actively seeking a dynamic, engaging, energetic, and creative-thinking professional, to join and lead our Member Experience team. This person will be strategic in understanding the member demographics and programming while working hand in hand with the General Manager on driving revenue, experience, and engagement. The Member Experience Director is responsible for curating and enhancing "ClubLife," increasing participation and engagement through relevant programs, events, and experiences for the Members and guests at the Club. The Director focuses on creating and executing the Member Experience strategy, calendar of events, communication plan, and engagement efforts for Member Programming and Member Communications. The ideal candidate will be a connector, able to work well under pressure, coordinate multiple tasks, solve problems, be savvy when it comes to marketing strategies and social media, and enjoys working in a collaborative team environment. To be successful in this role, you will have a passion for creating long-lasting memories for members and guests, experience in customer success management, and high-level communications and team leadership skills.

Member Engagement, Connection, Programming Day To Day
  • Strategy Building - Responsible for the yearly strategy of tiered events at the Club. Strategy to be built on quantitative member data, and qualitative feedback and should ladder up to the overall brand vision
  • Collaborative Ideation - Be the catalyst that inspires and champions the ideation of all social calendar ideas, as well as a driver in the creation of events for F&B, Social, Networking, etc.
  • Programming - Develop and ensure execution of relevant and engaging Member events and experiences specific to demographics, interests, and ClubLife expectations
  • 360 Planning - Responsible for the build-out of all BEOs, coordination with vendors/partners as required, and clear expectation setting with applicable department heads
  • Flawless Execution - Oversees the team responsible for executing the set-up, execution, and tear-down of all events
  • Reporting & Insights - Responsible for consistently gathering actionable Member feedback to evolve reoccurring events and inform future strategies. Successfully track, communicate, and report key KPIs for each Member event to ensure elevated and optimized programming as well as pre-and post-event P&L for all events
  • New Member Onboarding- Develop and be accountable for New Member Welcome and Connect Steps, Member Intel, Name Recognition, and monitoring the Member Journey
  • Brand Ambassador - lives and breathes the Club brand, advocates for it amongst Members and staff

Member Communications Day To Day
  • Communications -Implement a thorough and consistent strategy to best communicate ClubLife, amplifying the Member story
  • Communicate to Members consistently and concisely via all channels (in-person, email, social media, ClubLife App, etc.)
  • Market, promote, and advertise Member events and programs through social media, email, newsletters, and print collateral displayed around the Club
  • Member Retention Day To Day
  • Member Management- Champion the engagement and retention strategy for the overall Member journey + tracking, ARME (At-Risk Member Engagement), and forecasting
  • Responsible for budgeting dues lost, resignations, and downgrades
  • Lead & Supervise the Member Experience Team - Project management, budgeting, staffing, hiring, and training of Member Experience Manager, Member Experience Coordinator, and ClubLife Concierge (dependent upon Club structure)

About You
  • Experience of 3 - 5+ Years in Hospitality, Event Management, Marketing Communications, Premium Suites, or Customer Relations
  • Prefer experience in one or more of the following: membership associations, events, hospitality, sales, relationship management, marketing, food beverage operations, customer service, and/or fundraising
  • Experience with creating and implementing strategies that drive revenue and club usage
  • Data and analytical thinker that leads strategy-based initiatives
  • Prior experience in leading teams or projects to successful outcomes is preferred
  • Undergraduate degree. Educational concentration in hospitality management, business, sports management, communications, journalism, public relations, or recreation
  • Advanced knowledge working with Microsoft Office Suite, CRM/Salesforce, Canva, Facebook, and Instagram platforms, and strong technical literacy with the ability to work in multiple systems
  • High energy, outgoing personality, and strong communicator
  • Organizational and time management skills with attention to detail

Compensation Package : Competitive Salary Range; Bonus Potential; Comprehensive Benefits including Medical, Dental, and Vision; 401k Retirement Plan; Ongoing Training and Development. Join our dynamic team and unlock abundant opportunities for personal and professional growth within the private Club industry

Have more questions? Check out our Invited Jobs website for more details about ClubLife, the Employee Experience, Company Benefits, and Our Culture. Be a part of our Social Networks: LinkedIn Instagram Twitter Facebook

Invited is an Equal Employment Opportunity Employer

The job posting outlines the general requirements for this position and is not a comprehensive list of duties, responsibilities, or requirements. Additional duties not mentioned here may be assigned as needed to ensure the smooth operation of the Club.

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