The Manager of Member Experience is responsible for leading the overall strategy, execution, and continuous evolution of the ClubLife experience, ensuring meaningful engagement across the full Member journey. This role drives Member growth, engagement, and retention by curating best-in-class programming, storytelling, and personalized service that reflects the Club’s brand, values, and community culture. This position serves as the central steward of the Member experience overseeing events and programming, communications, onboarding, data-driven engagement strategies, and a high-performing Member Experience team. The Manager partners cross-functionally to ensure every Member touchpoint is intentional, consistent, and delivers a premium, relationship driven experience.
Reports Directly To: General Manager
Day to Day:
- Focus on both the quantitative (Member Growth) and qualitative (Member Experience) goals of the Club.
- Lead Member Experience Team in executing Membership Experience strategic plan.
- Create ClubLife experience according to brand standards.
- Ensuring a vibrant and connected member 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.
All the other stuff we do:
- 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.
- Remain, open, flexible, and adaptable to take care of our Members and Guest changing needs.
About you:
- Undergraduate degree preferred. Educational concentration in business, communications, journalism, public relations, hospitality management, or recreation.
- Experience of 3-5+ years in Hospitality, Customer Relations, or Marketing & Communications.
- Preferred 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.
Physical Requirements:
Standing, walking, exposure to temperature changes, dust, fumes, or gases, climbing/ladders, squatting/kneeling, reaching, grasping, pushing/pulling, twisting/bending, lifting/carrying/pushing/pulling up to 100 lbs on occasion, folding/unfolding, talking, hearing, and seeing.
Primary tools/equipment used in this position:
- Computer
- Telephone
Attendance Requirements for this position:
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.