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Job Details

Director of Member Experience

Company name

Leesburg, VA, United States

Employment Type

Executive, Manager, Journalism, Pr

Posted on
Oct 21, 2021

Valid Through
Feb 03, 2022

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Job Description

Director of Member Experience at The River Creek Club

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



Company info

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