Director Member Experience

ClubCorp•Houston, TX

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 while aligning with the club’s strategic plan. The role develops and executes the Member Experience strategic plan, events, experiences, and programs to increase revenue and engagement across all areas of the club. It manages the new member journey from onboarding through early tenure, including interventions for at-risk members, with a strong focus on retention. The Director implements and maintains a comprehensive communication strategy that conveys the club’s narrative across channels and clearly communicates club initiatives. The role continuously innovates and refines member events and experiences in response to member needs and industry trends. It also supervises the Member Experience team, where applicable, with responsibility for project management, budgeting, staffing, hiring, and training. This leadership role fosters an engaging member community and supports long-term member satisfaction and loyalty.

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.
Ability to work the weekly schedule and additional hours to meet deadlines, including weekends and/or holidays.
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, bend, and fold or unfold items as required.
Effective communication skills, including the visual acuity and ability to talk and hear.

Nice To Haves

Bachelor’s degree with a focus in hospitality management, event management, business, or marketing and communications.
Proven leadership ability managing cross-functional teams and adapting 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 a successful outcome.
Advanced proficiency in Microsoft Office Suite, including Word, Outlook, and Excel.
Experience with CRM systems, particularly Salesforce.

Responsibilities

Develop and execute the member experience strategy, with quantitative goals such as improving retention and increasing average member spend, as well as qualitative member experience goals.
Partner with the General Manager and Department Heads to develop and execute high-impact, revenue-generating strategies across departments.
Use data analytics to monitor member engagement trends, inform strategy, and optimize retention efforts.
Oversee the planning and execution of member events and programs, ensuring they are innovative, memorable, and aligned with the club’s mission and members’ evolving preferences.
Incorporate feedback from members and committees to keep events relevant, engaging, and tailored to members’ diverse needs.
Curate a calendar of experiences that encourages participation, fosters 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 to adapt to member needs and club goals, with a focus on early tenure management and long-term engagement.
Develop and distribute a multichannel communication strategy using email, social media, in-club signage, and digital platforms to communicate the club’s narrative, events, activities, and initiatives.
Ensure timely and effective communication of key updates to promote transparency and keep members informed of club developments.
Communicate consistently and concisely with members and employees across channels to promote club activities and initiatives.
Where applicable, supervise the Member Experience team and oversee project management, budgeting, staffing, hiring, and training.
Navigate operational challenges, resolve issues proactively, and encourage collaboration across departments.
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 required certifications relevant to the role.
Address challenges using available resources and work with regional and corporate teams to support club operations.
Collaborate and contribute to the club’s goals and overall team efficiency; assist others and take on additional tasks as assigned.