Director Member Experience - City Club Los Angeles

Invited•Los Angeles, CA

19h

About The Position

The Director Member Experience is responsible for shaping and enhancing the overall member experience to drive revenue, member engagement and spend, retention, and satisfaction in alignment with the club’s strategic plan. The role develops and executes the member experience strategy, events, programs, and communications that increase revenue and engagement across the club. It oversees the new member journey from onboarding through early-tenure management, as well as interventions for at-risk members, with a strong focus on retention. The Director develops a comprehensive, multi-channel communication strategy that communicates the club’s narrative and initiatives. The role continually innovates and refines member events and experiences to reflect members’ evolving needs and industry trends. It also supervises the Member Experience team where applicable, including project management, budgeting, staffing, hiring, and training. This leadership position fosters an engaging member community and supports long-term member satisfaction and loyalty. The position reports to the General Manager and works with the General Manager and department heads to develop revenue-generating strategies. The Director uses data and member feedback to guide strategy, plans and oversees member programs, and ensures effective communication with members and employees. The role also supports club operations, collaboration, policy compliance, safe practices, and professionalism.

Requirements

High school diploma or equivalent.
At least 5 years of experience in hospitality, customer relations, food and beverage, private events, or marketing and communications.
At least 3 years of experience in a leadership or management role.
Advanced proficiency in Microsoft Office Suite, including Word, Outlook, and Excel.
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.
Ability to climb ladders; squat, kneel, reach, grasp, twist, and bend; and fold or unfold items as required.
Effective communication skills, including sufficient visual acuity, talking, and hearing.
Availability consistent with the weekly schedule; additional hours, including weekends and/or holidays, are required to meet deadlines.

Nice To Haves

Bachelor’s degree focused on hospitality management, event management, business, or marketing and communications.
Proven ability to lead cross-functional teams and adapt to evolving operational challenges.
Experience in relationship management, food and beverage operations, event management, customer service, or membership associations.
Prior experience leading a team or managing projects to successful outcomes.
Experience with CRM systems, particularly Salesforce.

Responsibilities

Develop and execute the member experience strategy, pursuing retention, increased average member spend, and qualitative member experience goals.
Partner with the General Manager and department heads on high-impact, revenue-generating strategies across departments.
Use data analytics to monitor member engagement trends, inform strategy, and optimize retention efforts.
Plan and execute member events and programs that are innovative, memorable, aligned with the club’s mission, and responsive to member preferences.
Incorporate feedback from members and committees into event planning.
Curate a calendar of experiences that encourages participation, builds community, and elevates the member experience.
Develop a seamless onboarding process to help new members feel welcomed, integrated, and connected to members and employees.
Plan and execute touchpoints throughout the member journey to foster engagement and satisfaction.
Assist in developing retention strategies, including personalized interventions for at-risk members.
Assess and refine the member journey, with attention to early-tenure management and long-term engagement.
Develop and distribute a multi-channel communications strategy using email, social media, in-club signage, and digital platforms.
Disseminate key updates in a timely and effective manner and communicate club activities and initiatives clearly to members and employees.
Supervise the Member Experience team where applicable, overseeing project management, budgeting, staffing, hiring, and training.
Navigate club operations, resolve challenges proactively, and encourage cross-departmental collaboration.
Follow company, club, and department policies, procedures, and instructions; support and enforce policies while maintaining ethics and integrity.
Maintain professionalism and a commitment to excellence in interactions with members, colleagues, and staff.
Promote safe working practices and compliance with safety guidelines.
Pursue personal and professional growth and maintain any certifications required for the role.
Work with regional and corporate teams and available resources to address challenges and support club operations.
Assist others and take on additional tasks as assigned; collaborate to support team efficiency and club goals.