Director Member Experience

Invited•Houston, TX

About The Position

The Director Member Experience is responsible for shaping and enhancing the overall member experience in alignment with the club’s strategic plan. The role develops and executes strategies, events, experiences, and programs to increase revenue, member engagement and spending, retention, and satisfaction. It oversees the new-member journey, including onboarding, early-tenure management, and interventions for at-risk members. The Director develops and maintains a multi-channel communications strategy that conveys the club’s narrative and keeps members informed about events, activities, initiatives, and club developments. The position uses member feedback and engagement data to improve the member journey and continually refine experiences to meet member needs and club goals. The role partners with the General Manager and department heads on revenue-generating strategies and may supervise the Member Experience team, including project management, budgeting, staffing, hiring, and training. It also provides leadership across club operations, supports company policies and safe working practices, and collaborates with regional and corporate teams as needed.

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 talking and hearing, and sufficient visual acuity.
Ability to work additional hours, including weekends and/or holidays, to meet deadlines.

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 changing 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, including quantitative goals such as retention and member spending and qualitative goals for the member experience.
Partner with the General Manager and department heads to develop and execute revenue-generating strategies across departments.
Use data analytics to monitor member engagement trends, inform strategy, and optimize retention efforts.
Plan and oversee 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 events and programs.
Curate a calendar of experiences that encourages participation, builds community, and elevates the member experience.
Develop a seamless onboarding process that helps 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 a focus on early-tenure management and long-term engagement.
Develop and distribute multi-channel communications through email, social media, in-club signage, and digital platforms.
Ensure timely and effective communication of key updates and club developments to members.
Communicate club activities and initiatives clearly and consistently to members and employees.
Where applicable, supervise the Member Experience team and oversee project management, budgeting, staffing, hiring, and training.
Navigate club operational challenges, encourage cross-departmental collaboration, and support club operations with regional and corporate teams.
Follow company, club, and department policies and procedures; support and enforce policies with professionalism and integrity.
Promote safe working practices and compliance with safety guidelines.
Maintain required role-related certifications and contribute to personal and professional growth.
Collaborate with colleagues and take on additional duties as assigned to support club operations and goals.