Member Experience Manager | Full-Time | Carolina Club UNC Alumni

Oak View Group•Chapel Hill, NC

1d•Onsite

About The Position

The Member Experience Manager plays a pivotal role in curating and enhancing the unique culture of our alumni social club, driving member engagement, and fostering growth. This leadership position oversees all aspects of member experience, from onboarding new members to maintaining ongoing member satisfaction through targeted programming and personalized service. This role pays an annual salary of $55,000-$75,000 and is bonus eligible.

Requirements

A bachelor’s degree with a focus in business, communications, marketing, public relations, hospitality management, or a related field is required.
3-5 years of experience in hospitality, customer relations, or marketing and communications.
Experience in event planning, creating memorable experiences that align with company values and meet high member expectations.
Experience in leading a team or managing projects to successful outcomes.
Proficient in Microsoft Office applications, including Word, Outlook, and Excel.
Proficient in CRM, Canva, and Social Media Marketing.
Strong analytical skills to forecast needs and track engagement metrics and drive growth strategies.
Familiarity with CRM platforms, such as Salesforce, is required.

Nice To Haves

Preferred experience in member experience management, ideally within luxury, hospitality, or exclusive club environments.
Previous roles in sales, relationship management, food and beverage operations, customer service, membership associations, or fundraising preferred.

Responsibilities

Design and oversee the execution of engaging, relevant events and experiences tailored to the interests of various member segments, in alignment with the club’s standards of excellence and lifestyle expectations.
Design and execute meaningful programs that reflect the club’s unique identity, membership needs, and brand positioning.
Oversee the planning of all member events and programs, incorporating feedback from members and committees.
Develop and implement a comprehensive, multi-channel communication strategy that elevates and promotes the Club experience.
Ensure consistent messaging and storytelling to deepen member engagement and connection to the club.
Lead the strategy for member engagement, retention, and satisfaction by closely monitoring member interactions, journey tracking, key performance indicators (KPIs) and member forecasting.
Oversee the entire onboarding process, including personalized welcome experiences, fostering connections within the club, gathering member intelligence, and ensuring name recognition and engagement from day one.
Manage and develop the Member Experience team, including hiring, training, and overseeing the Member Experience Coordinator and Concierge staff.
Lead and guide the Member Experience Team in the implementation of the strategic membership experience plan.
Drive both quantitative goals, such as membership growth, and qualitative objectives, such as enhancing the overall member experience.
Using club data, manage budgeting processes, including forecasting for membership dues, resignations, and downgrades.
Lead project management, budget oversight, and ensure that all member-focused initiatives are delivered with the highest standard of service.