Overview

The Director of Membership is responsible for driving both membership growth and retention while delivering a high-quality, engaging member experience. This role focuses on achieving key revenue goals, executing strategic sales initiatives, and implementing proactive retention efforts through data-driven insights and personalized member engagement. The Membership Manager oversees the full sales cycle—from lead generation and tours to onboarding—while maintaining CRM systems and reporting on performance metrics and forecasts. In partnership with marketing and club leadership, this position also plans and executes relevant, purpose-driven programming and events that align with the Club’s brand and member interests. Success in this role requires strong communication, adaptability, and the ability to manage multiple priorities in a fast-paced, member-focused environment.

Reports Directly To: General Manager

Responsibilities

• Drive both quantitative goals (e.g., member growth and revenue) and qualitative goals (e.g., overall member satisfaction and experience) to support Club success. 
• Implement proactive member retention strategies, including at-risk member identification and intervention. 
• Maintain consistent, concise, and effective communication with members and staff across all appropriate channels. 
• Design and deliver purpose-driven programs that reflect the unique needs and interests of the Club’s membership, brand identity, and market positioning. 
• Monitor and manage membership budget metrics, including dues lost, resignations, and downgrades, with strategies for mitigation. 
• Generate leads through networking, outreach, referrals, and community partnerships. 
• Conduct tours, presentations, and personalized follow-ups with prospects.
• Maintain CRM systems to track prospects, pipeline, and sales activity.
• Collaborating with marketing on targeted campaigns and promotional initiatives.
• Manage the onboarding handoff to ensure smooth transition to the Membership Experience Director.
• Report on membership sales metrics and forecasting to leadership.
• 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 clearly and effectively with members, guests, and team members. 
• 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.
• Thrive in a fast-paced environment, managing multiple priorities with a calm, solutions-oriented mindset.  
• Remain flexible, adaptable, and responsive to the evolving needs of the Club and its members.

Qualifications

• Bachelor’s degree in hospitality management, marketing, business, or a related field; equivalent professional experience considered.
• 5-7 years of experience in hospitality, customer relations, or marketing & communications. 
• Prefer experience in one or more of the following: sales, relationship management, food & 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 experience is preferred. 
• Flexible availability, including evenings, weekends, and holidays, as required by programming and member needs.
• Attendance Requirements for this position as outlined on the weekly schedule. Additional hours can be required to meet deadlines of the position, including weekends and/or holidays.