Director Member Experience

Invited•Aliso Viejo, CA

3d•Onsite

About The Position

The Director Member Experience shapes and enhances the overall member experience to drive revenue, member engagement and spending, retention, and satisfaction in alignment with the club’s strategic plan. The role develops and executes the member experience strategy, events, experiences, and programs that increase engagement and revenue across the club. It manages the new member journey from onboarding through early-tenure management, and addresses at-risk members with a focus on retention. The Director also maintains a comprehensive, multi-channel communications strategy that promotes the club’s narrative and ensures members are informed about club initiatives. The Director continually refines member events and experiences to reflect member needs and industry trends and foster a vibrant, connected community. The position partners with the General Manager and department heads on revenue-generating strategies, uses member engagement data to inform decisions, and may supervise the Member Experience team, including project management, budgeting, staffing, hiring, and training. The Director reports to the General Manager.

Requirements

High school diploma or equivalent.
Five years of experience in hospitality, customer relations, food and beverage, private events, or marketing and communications.
Three 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 possible exposure to dust, fumes, or gases.
Ability to climb ladders, squat, kneel, reach, grasp, twist, bend, and fold or unfold items as required.
Communication ability, including talking and hearing, with sufficient visual acuity.
Ability to work the weekly schedule and additional hours, including weekends and/or holidays, as needed to meet deadlines.

Nice To Haves

Bachelor’s degree focused on hospitality management, event management, business, or marketing and communications.
Proven leadership ability 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, pursuing retention, member spending, and member experience goals.
Partner with the General Manager and department heads to create and execute 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 events and programs.
Create a calendar of experiences that encourages participation, builds community, and enhances the member experience.
Develop a seamless new-member onboarding process and help new members feel welcomed, integrated, and connected.
Plan and execute touchpoints throughout the member journey to foster engagement and satisfaction.
Develop 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.
Disseminate key updates in a timely and effective manner and communicate club activities and initiatives clearly to members and employees.
Lead through the changing demands of club operations, resolve challenges proactively, and encourage cross-departmental collaboration.
Assist others and take on additional tasks as assigned; follow company, club, and department policies and instructions.
Support and enforce company policies while maintaining high ethical and professional standards.
Promote safe work practices and comply with safety guidelines.
Pursue personal and professional growth and maintain any certifications required for the role.
Work with regional and corporate teams to address challenges and support club operations.
Collaborate with the team to support its efficiency and the club’s goals.
Where applicable, supervise the Member Experience team and oversee project management, budgeting, staffing, hiring, and training.