Overview

The Member Experience Manager at University of Kansas Social Club plays a pivotal leadership role in shaping and delivering the culture, community, and engagement that define the Club experience. This position is responsible for developing and executing strategies that drive member satisfaction, deepen relationships, and foster long-term retention through thoughtful programming, personalized service, and consistent communication. Reporting directly to the General Manager, the Member Experience Manager oversees all aspects of the member journey from onboarding and engagement to retention and member intelligence. The role leads the Member Experience team and collaborates across departments to ensure every touchpoint reflects the Club’s standards of hospitality, service, and community. This position manages a team of 2–4 Member Experience professionals and works closely with operations, sales, food & beverage, and marketing teams to deliver exceptional member programming and experiences.

This role pays an annual salary of $60,000 - $75,000 plus bonus.

Benefits: Health, Dental, and Vision Insurance; 401(k) with company match; Paid Time Off including vacation, sick leave, and holidays.

This position will remain open until July 3, 2026.

Responsibilities

• 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. Additional Responsibilities
• 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.
• 3-5 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.
• Due to the nature of club operations and programming, this role requires regular evening and weekend availability, including select holidays.
  This is an onsite position.