Director of Member Relations BBC

Position Summary:

Responsible for providing strategic direction and managing the Member Relations function. Plans and promotes member-related activities designed to increase member participation, retain membership, and contribute to financial profitability.

Duties & Responsibilities:

Primary Responsibilities/Essential Functions:

Leadership & Department Oversight

• Provides guidance and direction to ensure overall departmental success.
• Manages subordinate Member Relations staff, including direction, coordination, and evaluation in accordance with organizational policies and applicable laws.
• Supervisory responsibilities include: interviewing, hiring, and training team members; planning, assigning, and directing work; appraising performance; rewarding and disciplining team members; addressing complaints and resolving problems.
• Responsible for planning department goals and directing team members to achieve measurable results.

Culture & Values

• Leads and coaches all team members in accordance with the organization's PRIDE Values, vision, and mission.

Event Planning & Execution

• Plans, promotes, and leads all member-related activities and events.
• Collaborates with internal departments and external partners to develop and market events that encourage maximum participation and high satisfaction.
• Maintains knowledge of social trends and member interests.
• Ensures timely and accurate distribution of all internal documents such as BEOs and diagrams. Initial BEO is expected two (2) weeks prior to each event.
• Tracks and analyzes the success of all membership activities, including recaps, costs, P&Ls, attendance, vendors used, and member feedback.
• Post-event recaps must be submitted to the General Manager and Managing Director within five (5) days of the event.

Member Engagement

• Actively fosters positive relationships to support new member onboarding, personalized service, and event participation.
• Maintains a visible, positive, and engaging presence throughout the Club to strengthen member connections and satisfaction.

Communications & Marketing

• Oversees all member communications including: social media, website, newsletters, email marketing, promotional content, and printed collateral.

• Ensures all promotional materials and calendars are updated and effective.

• Prepares press releases and works collaboratively with the Director of Marketing and Marketing Manager.

Financial Responsibility

• Prepares the department's annual budget.

• Manages expenses and drives profitability using approved systems to analyze forecasts and financial reports.

• Demonstrates full understanding of the monthly P&L and presents results to the Executive Committee or other stakeholders as needed.

Hiring & Human Resources

• Participates in the hiring process for the department.
• Ensures compliance with HR policies and mandatory training for staff.
• Participates in management training and enforces attendance at required meetings and training.

Service Excellence & Conflict Resolution

• Ensures members receive consistent, exceptional service across all touchpoints.
• Works closely with other departments to align and deliver member expectations.
• Responds to all member concerns, inquiries, and special requests within 24 working hours or sooner.
• Escalates matters outside scope of authority to appropriate leadership or Security.
• Ensures timely collaboration and follow-through for any unusual events or incidents.

Schedule & Meeting Participation

• Reporting to work as scheduled (on time and on a regular basis) is an essential function of the job.
• Actively participates in daily, weekly, and monthly meetings across campus.

Qualifications (relevant experience, education and training):

• High school diploma or general education degree (GED), or equivalent combination of education and experience. Bachelor's degree in Hospitality Management desired.
• Five or more years of related experience in similar organization including experience planning, organizing and/or executing successful events. Two years as a supervisor/manager in similar setting desired.
• Possess solid knowledge of club service standards, member relations and etiquette. Ability and experience in successfully leading and coordinating staff in a high volume, time sensitive environment. Requires ability to lead others in the department by mentoring and providing training that results in staff that meets/exceeds member expectations and provides a high level of member satisfaction.
• Ability to develop and maintain effective member programs and events designed to increase participation and retain membership.
• Completes all required training as scheduled. Will attend campus training as prescribed. Nurtures an environment for growth and learning for direct reports and peers.
• Requires ability to determine needs of customers and persuasively present sales options through verbal face-to-face and telephone interactions. Must be able to create and effectively provide sales presentations and materials to potential customers. Contacts sometimes contain confidential/sensitive information so requires ability to use discretion. Must demonstrate positive attitude and professional demeanor. Requires strong communication and interpersonal skills and commitment to a high level of member satisfaction.
• Uses logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems. Finds solutions to problems and gives options. Must be able to solve problems and remain calm and alert if dealing with difficult member, during busy activity periods or in an emergency.
• Requires good working knowledge of Microsoft Office applications (including Outlook, Word and Excel) and ability to learn and operate other club computer systems (Jonas and Pacesetter). Proficient with Social Media platforms and working with websites.
• Strong attention to detail and the ability to handle multiple tasks. Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram or schedule form.
• Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, team members, members and the public. Must be able to speak, read, write and understand English to communicate with management, team members and members.
• Due to the cyclical nature of the hospitality industry, team members may be required to work varying schedules to reflect the business needs of the club. Work

schedules will include working on holidays, weekends and alternate shifts. Position requires working from property location.

• Must maintain a clean appearance and professional demeanor. Front facing leaders must be approachable in all ways including office spaces. Not allowing obstructions to interfere with approachability. Desk and office area must be maintained clean and clear of equipment, boxes, inventory items, etc.

Special Skills & Abilities/Mental and Physical Demands:

While performing the duties of the job the team member regularly sits for sustained periods of time and stands and walks occasionally when working with members to present information and tour the property. The team member occasionally grasps objects such as presentation materials. The team member occasionally reaches by extending hand(s) and arm(s) in any direction while performing essential functions of the job. The team member frequently talks when communicating with current or potential members and staff. The team member frequently needs to hear voices while interacting with potential customers, members and staff. Many aromas and smells are present in the dining areas. Exerts up to 25 pounds of force occasionally, and/or up to 1O pounds of force constantly to move objects such as printed materials. The team member is required to have close visual acuity to operate a computer. The team member is required to have visual acuity to determine the accuracy, neatness, and thoroughness of the work performed.

The team member is primarily subject to environmental conditions found working inside. The team member is occasionally subject to loud noise (or music) when working in or around the property. The team member is occasionally subject to atmospheric condition such as fumes, odors, or dusts.

(To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed above are representative of the knowledge, skills, and/or abilities required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.)

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