Director Member Experience

Invited • Sandwich, MA

22h • Onsite

About The Position

The Director Member Experience at The Ridge Club, a premier golf and country club in Sandwich, MA, is a key leadership role within Invited, the largest owner and operator of private clubs nationwide. Invited operates with the purpose of building relationships and enriching the lives of its members, guests, and employees across over 130 country, city, and athletic clubs. This position is responsible for shaping and enhancing the overall member experience to drive revenue, member engagement and spend, retention, and satisfaction, all while aligning with the club’s strategic plan. The role involves developing and executing a comprehensive Member Experience strategic plan, including innovative member events, experiences, and programs designed to increase revenue and engagement across all club areas. The Director will manage the entire new member journey, from onboarding to early tenure management and intervention for at-risk members, with a strong emphasis on retention. Additionally, the Director will implement and maintain a multi-channel communication strategy to amplify the club's narrative and ensure clear, effective communication of initiatives. Continuous innovation and refinement of member events and experiences are expected to adapt to evolving member needs and industry trends, fostering a vibrant and connected member community. Where applicable, the Director will supervise the Member Experience team, overseeing project management, budgeting, staffing, hiring, and training. This position plays a vital leadership role in ensuring long-term member satisfaction and loyalty.

Requirements

• High school diploma or equivalent.
• 5 years of experience in hospitality, customer relations, food and beverage, private events, or marketing and communications.
• 3 years of experience in a leadership or management role.
• Ability to stand, walk, and perform physical activities for extended periods.
• Ability to work in varying temperatures and environments, with potential exposure to dust, fumes, or gases.
• Capable of climbing ladders, squatting, kneeling, reaching, grasping, twisting, bending, and folding/unfolding as required.
• Effective communication skills with sufficient visual acuity, including talking and hearing.
• Attendance requirements for this position as outlined on the weekly schedule.

Nice To Haves

• Bachelor’s degree with a focus in hospitality management, event management, business or marketing and communications.
• Proven leadership ability in managing cross-functional teams and adapting to evolving operational challenges.
• Preferred experience in areas such as relationship management, food and beverage operations, event management, customer service or membership associations.
• Prior experience in leading a team or managing projects to a successful outcome is preferred.
• Advanced in Microsoft Office Suite, including Word, Outlook, and Excel.
• Experience with CRM systems, particularly Salesforce.

Responsibilities

• Develop and execute the member experience strategy, focusing on both the quantitative (improved retention, increased average member spend) and qualitative (member experience) goals.
• Partner with the General Manager and Department Heads to devise and execute high impact, revenue-generating strategies across departments.
• Leverage data analytics to monitor member engagement trends, inform strategy, and optimize retention efforts.
• Oversee the planning and execution of all member events and programs, ensuring they are innovative, memorable, and aligned with the club’s mission and evolving member preferences.
• Incorporate feedback from members and committees to ensure events remain relevant, engaging, and tailored to the diverse needs of the members.
• Curate a dynamic calendar of experiences that inspire participation, foster community, and elevate the overall member experience.
• Develop a seamless onboarding process that ensures new members feel welcomed, integrated, and connected to members and employees.
• Ensure that all touchpoints along the member journey are strategically planned and executed to foster engagement and satisfaction at every stage.
• Assist with developing retention strategies, including personalized interventions for at-risk members, to strengthen member loyalty and improve retention rates.
• Continuously assess and refine the member journey to adapt to member needs and club goals, focusing on early tenure management and long-term engagement.
• Develop and distribute a multi-channel communication strategy that consistently conveys the club’s narrative, promoting member events, activities, and initiatives through email, social media, in-club signage, and digital platform.
• Ensure timely and effective dissemination of key updates, reinforcing transparency and keeping members well-informed of club developments.
• Communicate consistently and concisely with members and employees across all channels to promote club activities and initiatives.
• Exhibit strong leadership in navigating the dynamic nature of club operations, proactively resolving challenges, and inspiring cross-departmental collaboration.
• Assist others as needed and take on additional tasks as assigned by management.
• Follow all company, club, and department policies, procedures, and instructions.
• Represent the company's management team by supporting and enforcing policies while maintaining the highest standards of ethics and integrity.
• Maintain a high level of professionalism and a commitment to excellence in interactions with members, colleagues, and staff.
• Promote and follow safe working practices, ensuring compliance with safety guidelines and encouraging others to do the same.
• Take the initiative in personal and professional growth and maintain any required certifications relevant to your role.
• Address and resolve challenges using available resources, working with regional and corporate teams to support club operations.
• Support the overall efficiency of the team by collaborating and contributing to the club’s goals.

Benefits

• Medical, dental, and vision coverage
• Life insurance
• Short-term and long-term disability insurance
• 401(k) retirement savings plan
• Generous paid time off and leave programs (time off as required by applicable law is also provided for part time team members)

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Education Level: High school or GED
• Number of Employees: 1-10 employees