Member Experience Director

3 hours ago

McKinney, Texas, United States Invited Full time

Job Summary:

We are seeking a revenue-focused and customer-obsessed leader to lead our Member Experience Department. This person will oversee the Member Experience team (including the front desk and Kids Club) and collaborate closely with the General Manager and/or Club Manager. All departments to positively impact revenue, experience, and engagement. The Member Experience Director is responsible for increasing participation and Member engagement through relevant programs, strategic event pricing, and unique experiences for the Members and guests at the Club by focusing on executing the Member Experience strategy, events, and communications. The ideal candidate will be a strategic thinker and connector, able to work well under pressure, coordinate multiple tasks, solve problems, and enjoy working in a collaborative team environment. To be successful in this role, you will be goal-driven, have a passion for hospitality, have experience in customer success management, and have high-level communications and team leadership skills.

Day To Day:

  • Lead & supervise the Member Experience Department – Project management, budgeting, staffing, hiring, and training of Member Experience Manager, Member Experience Coordinator, and ClubLife Concierge (dependent upon Club structure).
  • Strategy Building – Responsible for the programming strategy at the Club built on quantitative Member data and qualitative feedback.
  • Revenue driver – Works and directs revenue strategies across all Club departments.
  • Collaborative Ideation – Be the catalyst that inspires and champions the social calendar ideation.
  • 360 Planning – Develop and ensure execution of relevant and engaging Member events and experiences and coordinate all aspects of event planning and execution.
  • 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 and pre-and post-event P&L for all events.
  • New Member Management – Responsible for engagement strategies and monitoring the Member Journey connects activities that drive revenue and increased spending.

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 who 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.
  • Creativity, attention to detail, strong organizational and time management skills.

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

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