Overview

The Director of Member Experience will be responsible for curating and enhancing ‘ClubLife’ and increasing Club Member Growth. Develop and be accountable for new member welcome and Connect Steps, Member Intel, and Name Recognition Supervise Member experience team. New Member Onboarding, Develop and be accountable for New Member Welcome and Connect Steps, Member Intel, and name recognition.

This role pays an annual salary of $65,000-$75,000 and is bonus eligible.

Benefits for Full-Time roles: Health, Dental and Vision Insurance, 401(k) Savings Plan, 401(k) matching, and Paid Time Off (vacation days, sick days, and 11 holidays).

This position will remain open until August 14, 2026.

Responsibilities

• Focus on both the quantitative (Member Growth) and qualitative (Member Experience) goals of the Club.
• Lead Member Experience Team in executing Membership Experience a strategic plan.
• Create ClubLife experience according to brand standards.
• Ensuring a vibrant and connected community.
• Focus on At Risk Member Intervention and increased retention practices.
• Communicate to employees and Members consistently and concisely via all channels.
• Execute all Member Events and Programs with member and committee feedback.
• Onboard/new member connect steps.
• Create and execute relevant programs with purpose with consideration of your Clubs Members, product, and position.
• Create storytelling and content-focused communications.
• Responsible for budgeting of dues lost, resignations, and downgrades.
• Adhere to all company, club, and department standards of operations, policies, and procedures, whether written or verbal.
• Act with integrity.
• Conduct ourselves professionally and respectfully.
• Communicate effectively.
• Work well under pressure, coordinating multiple tasks at any given time.
• Solve problems, utilizing all available resources, including regional and corporate staff.
• Work safely and ensure others are too.
• Attend meetings as required or requested.
• Understand service recovery procedures for Member/Guests.
• Notify GM and/or department head(s) of Member/Guest complaints. Rectify by practicing service recovery as soon as possible.

Qualifications

• Undergraduate degree preferred.
• Educational concentration in business, communications, journalism, public relations, hospitality management, or recreation.
• Experience of 5-7 Years in Hospitality, Customer Relations, or Marketing & Communications.
• Prefer experience in one or more of the following: sales, relationship management, and/or food & beverage operations.
• Customer service, membership associations, and/or fundraising & beverage operations; customer service, membership associations, and/or fundraising.
• Prior experience in leading a team or project to a successful outcome is preferred.
• Advanced knowledge working with Microsoft Office suite, including Word, Outlook, and Excel; CRM/Salesforce.