Overview

Responsibilities

• Develop and lead the Club’s annual programming strategy to deliver engaging, relevant, and high-quality experiences that reflect the interests of the membership and the identity of the Club.
• Oversee the planning and execution of all member events, experiences, and signature programming.
• Design events that appeal to multiple member segments and encourage community connection.
• Incorporate member and committee feedback into programming development.
• Partner with culinary, operations, and sales teams to deliver polished, memorable experiences.

• Create and manage a comprehensive member communication strategy that strengthens engagement and promotes club programming, benefits, and initiatives.
• Manage multi-channel communications, including newsletters, email campaigns, digital platforms, and in-club messaging.
• Ensure consistent brand voice and storytelling across all member touchpoints.
• Maintain communication calendars and campaign strategies aligned with club programming and membership initiatives.

• Lead initiatives that enhance member satisfaction, engagement, and retention by understanding member behaviors and proactively addressing needs.
• Monitor and evaluate key engagement metrics and KPIs such as ARMI (Attract, Retain, Motivate, Inspire).
• Develop strategies to strengthen member relationships and minimize attrition.
• Track member engagement trends and implement improvements to the member journey.

• Oversee the onboarding process to ensure new members are welcomed, integrated, and connected from their first interaction with the Club.
• Design and manage structured onboarding experiences and welcome programming.
• Facilitate introductions, recognition initiatives, and early engagement opportunities.
• Gather and maintain member intelligence to personalize service and interactions.

• Provide leadership and mentorship to the Member Experience team while fostering a collaborative, service-focused culture.
• Recruit, train, and develop Member Experience staff including Coordinators and Concierge roles.
• Set departmental goals and performance expectations aligned with overall club strategy.
• Lead team planning sessions and ensure consistent delivery of service standards.

• Utilize data insights to drive membership engagement strategies, operational improvements, and long-term planning.
• Analyze membership trends, engagement data, and event performance.
• Support membership forecasting, including projections for dues revenue, resignations, and category changes.
• Manage budgets related to member programming and initiatives.
• Oversee projects and initiatives that enhance the overall member experience.

• Maintain adherence to all company, club, and departmental policies and procedures.
• Represent the Club professionally and support a culture of hospitality and service excellence.
• Collaborate with other departments to support membership growth and member satisfaction.
• Perform additional duties as assigned.

Qualifications

• Bachelor’s degree in Business, Communications, Public Relations, Hospitality Management, or a related field required.
• 5-7 years of experience in hospitality, customer relations, marketing, or member engagement environments preferred. 
• Preferred experience in private clubs, luxury hospitality, alumni associations, or membership-based organizations. 
• Demonstrated experience planning events and creating high-quality member experiences. 
• Background in relationship management, food & beverage operations, membership sales, or fundraising is beneficial. 
• Proven ability to lead teams and manage multiple projects simultaneously. 
• Strong communication, organizational, and leadership skills. 
• Proficiency with Microsoft Office (Word, Outlook, Excel). 
• Experience with CRM platforms such as Salesforce or similar systems preferred. 
• Strong analytical and reporting skills to monitor engagement metrics and inform strategic decisions.