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Job Details

Director of Member Experience

Blacksburg, VA, United States

Posted on
Oct 06, 2021

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Job Description
Director of Member Experience
Sums up your new Role:
Curating and enhancing 'ClubLife' and increasing Club Member Growth
- Develop and ensure execution of relevant and engaging Member events and experiences specific to Club We Are/segments and ClubLife expectations
- Implement thorough and consistent strategy to best communicate ClubLife through all channels, amplifying the Member story
Member Management
- Champion the engagement and retention strategy for overall Member journey tracking, ARMI (At-Risk Member Intervention), and forecasting
New Member Onboarding
- Develop and be accountable for New Member Welcome and Connect Steps, Member Intel, and Name Recognition
Supervise Member Experience Team 
- Project management, budgeting, staffing, hiring, and training of Member Experience Manager, Member Experience Coordinator, and ClubLife Concierge (depending upon Club structure)
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 ARMI 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 Members/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
We are ready to assume different responsibilities as needed and requested as an essential part of our jobs
About you:
Undergraduate degree preferred. Educational concentration in business, communications, journalism, public relations, hospitality management, or recreation
Experience of 2 - 4 Years 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

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