Director Member Experience - City Club Los Angeles

ClubCorp•Los Angeles, CA

2d•$90,000 - $95,000

About The Position

The Director Member Experience shapes and enhances the overall member experience to drive revenue, member engagement and spending, retention, and satisfaction while aligning with the club’s strategic plan. The role develops and executes a member experience strategy, including events, experiences, and programs that increase revenue and engagement throughout the club. It manages the new-member journey from onboarding through early-tenure management and at-risk-member intervention, with a strong focus on retention. The Director implements and maintains a comprehensive, multi-channel communications strategy that conveys the club’s narrative and clearly communicates club initiatives. The role continually innovates and refines events and experiences in response to members’ evolving needs and industry trends to foster a vibrant, connected community. It supervises the Member Experience team where applicable, including project management, budgeting, staffing, hiring, and training, and helps ensure long-term member satisfaction and loyalty. The position reports to the General Manager and collaborates with the General Manager, department heads, members, committees, and employees. The role also supports club operations, follows company and club policies and safety practices, and takes on additional duties as assigned.

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 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.
Sufficient visual acuity and the ability to communicate effectively, including talking and hearing.
Ability to work additional hours, including weekends and/or holidays, 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.
Experience leading a team or managing projects to successful outcomes.
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, pursuing retention, increased average member spending, and qualitative improvements to the member experience.
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’ preferences.
Incorporate feedback from members and committees to keep events relevant, engaging, and suited 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 welcomes and connects new members with 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 attention to early-tenure management and long-term engagement.
Develop and distribute multi-channel communications promoting club events, activities, initiatives, and the club’s narrative through email, social media, in-club signage, and digital platforms.
Disseminate key updates in a timely and effective manner and communicate club developments transparently.
Communicate consistently and concisely with members and employees about club activities and initiatives.
Where applicable, supervise the Member Experience team, including project management, budgeting, staffing, hiring, and training.
Resolve operational challenges proactively, encourage cross-departmental collaboration, and work with regional and corporate teams as needed.
Follow company, club, and department policies, procedures, instructions, and safety practices; represent management with professionalism, ethics, and integrity.
Support team efficiency and club goals, take on additional duties as assigned, and maintain required role-related certifications.