Experience Director

The Bay Club Company•Pleasanton, CA

About The Position

The Experience Director is a senior, non-exempt-level leader responsible for driving membership sales, service excellence, and top-line revenue growth for their designated Club or Campus. This role is focused on cultivating and sustaining meaningful client relationships across the full membership lifecycle—from initial inquiry and onboarding through ongoing engagement, retention, and renewal. With a primary emphasis on sales performance and service quality, the Experience Director leads all membership recruitment efforts, identifies growth opportunities, and delivers a personalized, hospitality-driven member experience. This leader actively recommends and promotes membership offerings, designs tailored solutions for prospective and existing members and consistently achieves monthly and annual revenue targets. In addition, the Experience Director trains, coaches, and guides the Experience team, setting clear expectations, developing sales and service capabilities, and fostering a culture of accountability and excellence. Beyond core sales leadership, the Experience Director provides light oversight of daily operations to ensure a seamless, brand-aligned experience throughout the club. They collaborate closely with internal teams to support programming, service delivery, and operational standards, contributing to an environment that promotes member satisfaction, loyalty, and long-term retention. Reporting directly to the Club Manager, this role is ideal for a results-driven leader who excels in relationship building, strategic sales execution, team development, and the creation of exceptional member experiences. The Experience Director brings genuine passion, energy, and commitment to the Sports, Outdoor Recreation, and Active Lifestyle category, embodying the heart, soul, and joy of the brand.

Requirements

Strong knowledge of company policies, procedures, and service standards, with the ability to apply them consistently and professionally.
Excellent written and verbal communication skills, including the ability to clearly articulate ideas, present information, and adapt messaging to diverse audiences.
Exceptional interpersonal skills with a demonstrated ability to build trust, influence outcomes, and maintain high-touch, hospitality-driven relationships.
Proven sales acumen, including the ability to recommend solutions, overcome objections, and drive revenue while maintaining an elevated service experience.
Strong problem-solving, organizational, and time-management skills, with the ability to prioritize effectively in a fast-paced environment.
High level of professionalism and executive presence, with the ability to represent the Club in a polished, brand-aligned manner.
Proficiency in business technology and club systems, including Microsoft Office (Word, Excel, Outlook) and email communication platforms.
Experience using CRM systems—preferably Salesforce and/or Service Cloud—to manage leads, track member interactions, and support forecasting and reporting.
Ability to adapt to changing priorities, environments, and business needs, including flexible availability for evenings, weekends, and holidays.
Minimum of 1-2 years of experience in hospitality, customer service, sales, or a related member-focused environment, with demonstrated success in relationship building and service excellence.
Exceptional verbal and written communication skills, with the ability to engage effectively with members, prospects, and internal teams.
Strong customer service orientation with the ability to deliver personalized, high-touch experiences in a fast-paced setting.
Highly detail-oriented and well-organized, with the ability to manage multiple priorities, meet deadlines, and maintain accuracy in a dynamic environment.
Proven ability to multitask and adapt quickly while maintaining a high standard of professionalism and service.
Proficiency in Microsoft Office applications, including Word, Excel, and Outlook.
Experience with Salesforce and/or Service Cloud strongly preferred, with the ability to maintain accurate records, manage pipelines, and support reporting needs.
Associate's degree or equivalent accredited education or professional certification required; Bachelor of Arts or Bachelor of Science degree preferred.

Responsibilities

Champion and model Bay Club's values within the Sports, Outdoor Recreation, and Active Lifestyle category.
Build authentic, personal relationships by engaging regularly with members and associates to understand their motivations and goals.
Maintain comprehensive product knowledge across all amenities, programs, services, and Shared Membership offerings.
Lead with a teaching mindset by sharing knowledge, coaching peers, and fostering continuous learning within the Experience Team.
Develop a deep understanding of the history, evolution, and value proposition of Bay Club's Shared Membership model to guide prospects toward the optimal membership solution.
Demonstrate expert-level knowledge of Shared Membership structure, pricing, benefits, and positioning to confidently educate prospective and existing members.
Engage prospects through multiple channels—including in-person tours, virtual consultations, phone outreach, and personalized follow-ups—to meet members where they are.
Actively recruit new members through referrals, networking, community partnerships, and member-focused events.
Recommend and promote customized membership solutions aligned with individual needs and lifestyle preferences.
Achieve or exceed individual and team membership sales targets and top-line revenue goals.
Analyze membership performance, trends, and conversion data to identify growth opportunities and inform sales strategy.
Maintain accurate, timely documentation in Salesforce/Service Cloud and other internal systems to support forecasting, reporting, and pipeline management.
Train, coach, and guide the Experience Team in foundational sales skills, lead management, prospect handoffs, Shared Membership knowledge, and value-driven communication.
Provide ongoing guidance to members regarding programs, amenities, and club offerings to support engagement, satisfaction, and retention.
Serve as a primary point of contact for member inquiries, concerns, and service needs across all channels, including in-person interactions, phone, email, and Salesforce case management.
Deliver timely, professional, and results-driven service resolution aligned with member retention and satisfaction goals.
Build and sustain strong member relationships through personalized, hospitality-focused engagement throughout the entire membership lifecycle.
Support seamless member onboarding, scheduling, reservations, and program participation.
Ensure clear, consistent communication between departments and translate member feedback into actionable improvements.
Collaborate with Fitness, Aquatics, Kids, Hospitality, and Operations teams to maintain consistent service standards and elevated guest experiences.
Identify service gaps and implement enhancements that continuously elevate the member experience.
Model professionalism, warmth, and brand-aligned service behaviors; train and guide the Experience Team in communication standards, hospitality expectations, and service execution.
Act as a visible, approachable leader who fosters trust, clarity, and proactive communication with members and staff.
Embrace an “all hands on deck” mindset, supporting all areas of club operations as needed.
Provide light oversight of daily operations to ensure a clean, safe, organized, and brand-aligned club environment.
Oversee front desk, reception, and other member-facing areas to ensure operational consistency and service excellence.
Serve as Manager on Duty when required, making sound, independent decisions to maintain operational continuity.
Partner with operations leadership to implement and uphold member-focused operational standards and best practices.
Support departmental financial performance by contributing to membership, program, and service revenue targets.
Assist members with billing inquiries, account adjustments, and financial concerns in accordance with Club policies.
Ensure accurate financial documentation and support operational efficiencies that positively impact the bottom line.
Lead, mentor, and develop the Experience Team by setting clear expectations and reinforcing accountability, service excellence, and sales effectiveness.
Participate in staff onboarding, training, and development initiatives as needed.
Collaborate cross-functionally through Teams, meetings, and shared communication platforms to ensure alignment and execution.
Promote a culture of teamwork, inclusion, and continuous improvement aligned with Bay Club's Code of Culture.
Maintain strong alignment with the Club Manager on priorities, performance goals, and strategic direction.
Support the maintenance of cleanliness, organization, and appropriate stock levels throughout the Club.
Uphold a clean, safe, and welcoming work environment for members, guests, and associates.
Communicate clearly, timely, and professionally, ensuring consistent follow-up and accountability.
Actively participate in required meetings, trainings, events, and programs.
Represent the Club with professionalism in appearance, communication, and follow-through.