Member Experience Director

Member Experience Director at Hearthstone Country Club - https://www.invitedclubs.com/clubs/hearthstone-country-club

Ready to join a dynamic company in the hospitality and service industry where people help drive the success of the business? Since its inception in 1957, Invited has operated with the central purpose of building relationships and enriching the lives of our members, guests, and more than 17,000 employees. We are the largest owner and operator of private clubs nationwide, with 150 country clubs, city clubs, and athletic clubs. Our Clubs offer first-class amenities, including championship golf courses, modern workspaces, handcrafted cuisine, resort-style pools, state-of-the-art racquet facilities, fitness centers, and much more. Come be a part of this incredible and inclusive team at Invited! 

Job Summary:

We are actively seeking a dynamic, engaging, energetic, and creative-thinking professional, to join and lead our Member Experience team. This person will be strategic in understanding the member demographics and programming while working hand in hand with the General Manager on driving revenue, experience, and engagement. The Member Experience Director is responsible for curating and enhancing “ClubLife,” increasing participation and engagement through relevant programs, events, and experiences for the Members and guests at the Club. The Director focuses on creating and executing the Member Experience strategy, calendar of events, communication plan, and engagement efforts for Member Programming and Member Communications. The ideal candidate will be a connector, able to work well under pressure, coordinate multiple tasks, solve problems, be savvy when it comes to marketing strategies and social media, and enjoys working in a collaborative team environment. To be successful in this role, you will have a passion for creating long-lasting memories for members and guests, experience in customer success management, and high-level communications and team leadership skills.

Member Engagement, Connection, Programming Day To Day

• Strategy Building – Responsible for the yearly strategy of tiered events at the Club. Strategy to be built on quantitative member data, and qualitative feedback and should ladder up to the overall brand vision
• Collaborative Ideation – Be the catalyst that inspires and champions the ideation of all social calendar ideas, as well as a driver in the creation of events for F&B, Social, Networking, etc.
• Programming – Develop and ensure execution of relevant and engaging Member events and experiences specific to demographics, interests, and ClubLife expectations
• 360 Planning – Responsible for the build-out of all BEOs, coordination with vendors/partners as required, and clear expectation setting with applicable department heads
• Flawless Execution – Oversees the team responsible for executing the set-up, execution, and tear-down of all events
• Reporting & Insights – Responsible for consistently gathering actionable Member feedback to evolve reoccurring events and inform future strategies. Successfully track, communicate, and report key KPIs for each Member event to ensure elevated and optimized programming as well as pre-and post-event P&L for all events
• New Member Onboarding– Develop and be accountable for New Member Welcome and Connect Steps, Member Intel, Name Recognition, and monitoring the Member Journey
• Brand Ambassador – lives and breathes the Club brand, advocates for it amongst Members and staff

Member Communications Day To Day

• Communications –Implement a thorough and consistent strategy to best communicate ClubLife, amplifying the Member story
• Communicate to Members consistently and concisely via all channels (in-person, email, social media, ClubLife App, etc.)
• Market, promote, and advertise Member events and programs through social media, email, newsletters, and print collateral displayed around the Club

Member Retention Day To Day

• Member Management– Champion the engagement and retention strategy for the overall Member journey tracking, ARME (At-Risk Member Engagement), and forecasting
• Responsible for budgeting dues lost, resignations, and downgrades

Lead & Supervise the Member Experience Team – Project management, budgeting, staffing, hiring, and training of Member Experience Manager, Member Experience Coordinator, and ClubLife Concierge (dependent upon Club structure)

Private Events Day to Day

• Responsible for meeting with the clients to determine needs.
• Networking inside the Club to obtain "leads" and build relationships with new and existing clients.
• Work with Executive Chef and General Manager to establish profitable and competitive private event menus that meet the client's needs.
• Analyzes the requirements of the function and decides type of service necessary; works with published menus or structures menu proposals, draws up contract, procures client's signature, and collects necessary deposit and payments.
• Strategize with General Manager to review goals and a plan of how to achieve them. This meeting will include review of Catering Sales Forecasts and upcoming prospecting focus, plus review of Prospect Inventory and ClubCater Sales Management Reports. 
• Obtain feedback from Member/host to ensure satisfaction regularly and review private dining rooms and service requirements. React daily to Members requests and concerns regarding food and beverage service for private parties. Provide a "Warm Welcome" for Private Function Hosts and Guests upon their arrival to the Club.
• Become proficient in the use of ClubCater computer system. Ensure that all banquet sales in Aloha are accurate and match with Club Cater on daily, weekly, and period basis. 
• Exhibit the ability and desire to contribute within all areas of the F & B operation to ensure superior service delivery for Members, guests and private event customers.
• Attendance at all required Food and Beverage Meetings, Employee Partner Meetings and Department Head Meetings.

About You

• Experience of 3 – 5 Years in Hospitality, Event Management, Marketing Communications, Premium Suites, or Customer Relations
• Prefer experience in one or more of the following: membership associations, events, hospitality, sales, relationship management, marketing, food beverage operations, customer service, and/or fundraising
• Experience with creating and implementing strategies that drive revenue and club usage
• Data and analytical thinker that leads strategy-based initiatives
• Prior experience in leading teams or projects to successful outcomes is preferred
• Undergraduate degree. Educational concentration in hospitality management, business, sports management, communications, journalism, public relations, or recreation
• Advanced knowledge working with Microsoft Office Suite, CRM/Salesforce, Canva, Facebook, and Instagram platforms, and strong technical literacy with the ability to work in multiple systems
• High energy, outgoing personality, and strong communicator
• Organizational and time management skills with attention to detail

About Us

We are Invited, a dynamic lifestyle company that brings people together through extraordinary experiences, impeccable service, and opportunities to build meaningful relationships. As the largest owner and operator of private clubs, we take pride in creating vibrant communities where everyone is welcome and every day is a celebration at more than 200 golf and country clubs, city clubs, and stadium clubs in 30 states, the District of Columbia, and two foreign countries. We offer a competitive salary and comprehensive benefits to our team members including medical, dental, and vision, paid time off, individual investment options (401k), fun family culture, and professional and career development/advancement within the company portfolio. We are a Members’ haven and a home away from home for our Employees to follow their passion for Golf, Tennis, Fitness, Food & Beverage, Private Events, Sales, and more.

Have more questions? Check out our Careers website for more details about ClubLife, the Employee Experience, Company Benefits, and Our Culture. Be a part of our Social Networks:

Invited website: https://www.invitedclubs.com/

Invited Careers website: https://careers.invitedclubs.com/

LinkedIn: https://www.linkedin.com/company/invitedclubs/

Instagram: https://www.instagram.com/invitedclubs/

Twitter: https://twitter.com/invitedclubs

Super excited about the opportunity? Email your resume to our Recruiting Manager: Courtney.congdon@invitedclubs.com

Invited is an Equal Employment Opportunity Employer & participates in E-Verify.

This job post is intended to describe the general requirements for the position. It is not a complete statement of duties, responsibilities, or requirements. Other duties not listed here may be assigned as necessary to ensure the proper operation of the Club.