Member Experience Director

2 weeks ago

McKinney, Texas, United States Invited Full time

About the Role:

We are seeking a revenue-focused and customer-obsessed leader to lead our Member Experience Department at Invited. 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 to positively impact revenue, experience, and engagement.

Key Responsibilities:

  • Lead and supervise the Member Experience Department, including project management, budgeting, staffing, hiring, and training of Member Experience Manager, Member Experience Coordinator, and ClubLife Concierge.
  • Develop and execute the programming strategy at the Club, built on quantitative Member data and qualitative feedback.
  • Drive revenue strategies across all Club departments and work closely with the General Manager and/or Club Manager to achieve revenue goals.
  • Be the catalyst that inspires and champions the social calendar ideation, collaborating with the Member Experience team to create engaging events and experiences.
  • Develop and ensure execution of relevant and engaging Member events and experiences, coordinating all aspects of event planning and execution.
  • Responsible for consistently gathering actionable Member feedback to evolve reoccurring events and inform future strategies, successfully tracking, communicating, and reporting key KPIs for each Member event.
  • Develop engagement strategies and monitor the Member Journey, connecting 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.

What We Offer:

  • Competitive Salary Range
  • Bonus Potential
  • Comprehensive Benefits including Medical, Dental, and Vision
  • 401k Retirement Plan
  • Ongoing Training and Development

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