Member Engagement Specialist

1 week ago

Lubbock, Texas, United States Oak View Group Full time
Oak View Group

Oak View Group stands as a premier authority in venue development, management, and exceptional hospitality services tailored for the live event sector. We provide a comprehensive suite of solutions for a selection of world-class venues and a client base that features the most significant and well-attended arenas, convention centers, music festivals, performing arts venues, and cultural institutions globally.

Position Overview

The Member Engagement Specialist will be a vital member of the Member Experience Team, contributing to project initiatives and objectives. This role is dedicated to crafting extraordinary experiences for our Club Members throughout their journey with us. Our core values emphasize Warm Welcome, Magic Moments, and Fond Farewells.

  • Communication: Effectively convey ClubLife through various channels, addressing member inquiries, reservations, and preferences.
  • Event Programming: Engage with members on diverse topics while promoting Member events, gatherings, facilities, services, and experiences.
  • Member Relations: Build and maintain relationships with members and guests, overseeing key ClubLife projects such as birthday campaigns and event invitations.
  • Onboarding New Members: Focus on personal connections and recognition to warmly welcome new members to the Club.

Reports To: Director of Member Experience, Director of Membership Sales, and General Manager

This position offers an hourly wage ranging from $12 to $15.

Benefits for Part-Time Roles: 401(k) savings plan with matching contributions. Additionally, part-time, seasonal, and internship employees accrue paid leave at a rate of one hour for every 30 hours worked, up to a maximum of 48 hours per year.

Key Responsibilities

Daily Tasks:
• Manage and distribute communications to Members in accordance with club standards.
• Maintain the event calendar and generate registration confirmations.
• Prepare for Member check-ins, including name badges and welcome signage.
• Set up event décor and warm welcomes.
• Send thank-you notes to speakers.
• Capture event photos.
• Conduct welcome calls for new members, ensuring a 'warm welcome' and inviting them to orientation.
• Engage with social media, responding to posts and verifying event details on the Club's Facebook page.
• Provide updates on events and registrations.
• Assist with marketing materials, including posters and table tents.
• Support data entry and calls as needed.
• Manage new member data entry and follow-up processes.
• Compile lists for member birthdays and anniversaries for engagement.
• Assist with processing resignations and follow-ups.


• Identify and create 'Magic Moments' within the Club.
• Write personalized invitations for members to attend events.
• Collaborate with department heads to develop a unified annual calendar of Member events.
• Represent the Club on various Member committees.

Additional Duties:
• Adhere to all operational standards, policies, and procedures.
• Maintain a professional demeanor and work safely.
• Participate in daily meetings and maintain a neat appearance according to Club standards.
• Be adaptable to meet the changing needs of Members and Guests.
• Understand and implement service recovery procedures for member and guest complaints.
• Be prepared to take on additional responsibilities as required.

Qualifications

About You:
• At least one year of experience in the hospitality industry or a similar role.
• A service-oriented mindset that values every guest.
• Excellent communication skills across verbal, written, phone, and social media platforms.
• Ability to manage multiple tasks under pressure.
• Strong organizational skills and attention to detail.
• Positive phone demeanor and teamwork spirit.

Physical Requirements: Standing, walking, exposure to varying temperatures, climbing, kneeling, reaching, lifting/carrying up to 100 lbs occasionally, and maintaining focus on tasks.

Tools/Equipment Used: Computer, Telephone

Attendance Requirements: Must adhere to the weekly schedule, with additional hours as needed to meet job demands.

Strengthened by Our Differences. United to Make a Difference

At OVG, we recognize that to continue positively impacting the sports and live entertainment industry, we require a diverse team. We believe that inclusivity fosters innovation, enhances our people, improves our service, and elevates our excellence. Our success is rooted in creating environments that reflect and celebrate the diverse communities we serve.

Equal Opportunity Employer

Oak View Group is dedicated to equal employment opportunities. We do not discriminate against employees or applicants based on any legally recognized basis, including but not limited to veteran status, race, color, religion, sex, national origin, age, disability, genetic information, or any other protected class under applicable laws.

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