Membership & CRM Director

1 month ago

New York, United States Maxime's Club - NY Full time

Maxime’s is the newest
opening from the club owner and entrepreneur Robin Birley; owner of prestigious
private member’s clubs 5 Hertford Street and Oswald’s in London.



Opening in the early 2025, Maxime’s is located on Madison Avenue, New York on the site of
the former Westbury Hotel and will continue the long-established Birley family legacy
of providing an exceptional private club experience for our members and guests.



Maxime’s mission
is to deliver excellence in standards, consistently delivered with honest hospitality, in a natural uncompromising way. Exhibiting passion for what we
do, within the values of who we are. Inward looking rather than outward
projecting. A club of comfort and discretion, where members’ needs are met with
personality and humility. An environment of stimulating décor, celebrating
outstanding food and extraordinary wine. Our members will feel that they
are in a private house, being looked after with the utmost care and
professionalism by friendly and attentive staff.  

The CRM Director leads the
Membership team to collate, analyze and report on all actionable membership
data insights, ultimately helping to shape business decision making, and create
strategies to improve member (customer) experiences leading to greater member
satisfaction and loyalty. 

 ESSENTIAL
DUTIES & RESPONSIBILITIES

Service and Hospitality

  • Be the first point of contact
    for the senior leadership team in regard to CRM and membership.
  • Champion a hospitality approach
    to the CRM implementation across the business.
  • Bring experience of high-end
    luxury working environments to the team and the role.





Operations

  • Develop and implement approved strategies that enhance member
    retention, engagement, and loyalty.
  • Initiate processes and systems within
    the CRM remit that foster positive member relations.
  • Lead multi-functional collaboration to
    gain deeper understanding of the operational influences on member experiences
    and vice versa.
  • Develop and maintain a deep understanding of the club’s membership base, by membership type
    / category.
  • Collaborate with the Operation team to
    learn, record
    and report on Member preferences, insights, utilization and
    seasonality, further detailed below.
  • Collaborate with all departmental teams
    to appropriately manage complaints from members, neighbors or guests.





Business
& Financial

  • Develop and implement a comprehensive CRM strategy that, once
    approved, drives retention, engagement, and growth across all departments
    within the club.
  • Utilize behavioral data and predictive analytics to design
    and fine-tune member journeys/ visits/ experiences ensuring timely and relevant
    communications to all relevant departments.
  • Analyze data to uncover trends, behaviors, and segmentation
    opportunities, refining targeting and boosting sales/ cover performance.
  • Monitor retention metrics and implement improvements based on
    data insights.
  • Review data on member usage across outlets and develop
    strategies for improving this, where applicable.
  • Ensure member data is collated,
    organized and centralized in both reservations platform and lead CRM system
  • Develop departmental reporting including
    finance and budgeting.


Leadership
& Team Management

  • Structure the Membership
    and CRM team(s) in readiness for the pre- and post- opening phases for the
    club.
  • Serves as a
    proactive and positive team leader; motivating the team to deliver efficient and
    comprehensive member services.



Candidates can expect:

  • Professional work collaboration with experts in the food and hospitality field
  • Opportunity to work with a exceptional products and in unique environments
  • To be part of a growing team and regularly engage together in cross- company dialogue and exchange

COMPENSATION AND BENEFITS

  • Comprehensive benefits plan, including medical, dental, vision and life insurance.
  • Generous paid time off programs (vacation and personal days).
  • 401k retirement savings plan with company match.
  • Pre-tax commuter benefits.
  • Work life and wellness benefit platform.
  • Discount program offering Retail, Restaurants & Activities discounts.
  • Freshly prepared Staff Meal whilst on duty.
  • Uniform and dry cleaning provided.
  • & more

 POSITION REQUIREMENTS: 

  • Proven track record in CRM Management, ideally within a
    premium or luxury retail environment.
  • Ability to craft and execute data-driven CRM strategies.
  • Experience working with a VIP client base.
  • Ability to build effective relationships and communicate
    across a variety of nuanced relationship dynamics, adapting to diverse
    audiences.
  • Strong technical and creative skills.
  • Eloquent communicator.
  • Experience
    managing a team.





PHYSICAL
DEMANDS AND WORK ENVIRONMENT

  • Ability to be
    flexible with job demands and open-minded when being asked to complete tasks.
  • Ability to
    operate with grace under pressure.
  • Ability to work varied hours/days as
    business dictates.



Maxime’s is proud to be an Equal
Opportunity Employer.  We do not discriminate on the basis race, color, creed, religion,
gender (including gender identity and expression), sexual orientation, marital
status, pregnancy, childbirth or related condition, sexual and reproductive
health decisions, ancestry, national origin, citizenship, age, disability,
military or veteran status, genetic information or predisposing genetic
characteristic, status as a victim of domestic violence, sexual violence, or
stalking, or any other legally protected status. 

























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