Member Success Specialist

BLACKHAWK COUNTRY CLUB•Danville, CA

6d•$27 - $30•Onsite

About The Position

The Member Concierge is responsible for strengthening member engagement, satisfaction, and retention at Blackhawk Country Club. This position serves as a primary relationship resource for members and a key liaison between the membership and the Club's various departments and leadership teams. The Member Concierge will proactively learn the needs, interests, and usage patterns of Blackhawk's membership and use data and personal relationships to identify opportunities to increase engagement and improve the overall member experience. This includes onboarding new members, monitoring member engagement and usage, identifying members who may be at risk of leaving, managing and maintaining member account information, facilitating connections throughout the Club, and developing initiatives that encourage members to become more active and connected. This position will work closely with the Membership team and department leaders across the Club to ensure members receive a consistent, personalized, and high-quality experience. The Member Concierge will also play an important role in increasing member referrals, improving Net Promoter Score (NPS), reducing member attrition, and strengthening long-term member loyalty. The ideal candidate is highly personable, organized, proactive, data-driven, and passionate about creating exceptional member experiences. They should be equally comfortable building relationships with members, analyzing engagement data, coordinating with department leaders, and identifying opportunities to improve the Club. This position is also eligible for a quarterly bonus.

Requirements

Bachelor's degree in Hospitality, Business, Marketing, Communications, Recreation, or a related field preferred; equivalent experience may be considered.
3+ years of experience in hospitality, private clubs, membership organizations, customer/member experience, relationship management, sales, or a related field.
Demonstrated ability to build genuine, long-term relationships with customers, members, or clients.
Strong interpersonal and communication skills, with the ability to interact professionally and comfortably with a diverse membership.
Highly organized with exceptional follow-through and attention to detail.
Demonstrated ability to use data and reporting to identify trends, solve problems, and make recommendations.
Ability to maintain accurate and confidential member information.
Strong problem-solving skills and the ability to take initiative without waiting to be directed.
Ability to work effectively across departments and build strong relationships with Club leadership and staff.
Professional, positive, service-oriented demeanor and a genuine desire to help others.
Ability to handle sensitive member concerns and information with discretion and sound judgment.
Ability to manage multiple priorities and projects in a fast-paced, member-focused environment.
Availability to work occasional evenings, weekends, and Club events as required.

Nice To Haves

Experience in a private country club or other membership-based organization preferred.
Experience with member retention, CRM systems, NPS, customer experience, or engagement analytics preferred.
Occasional evenings, weekends, and special events may be required.

Responsibilities

Monitor member engagement, usage, satisfaction, and other key data to identify opportunities to increase participation and strengthen member relationships.
Proactively engage members who may be at risk of leaving, serve as the primary point of contact for cancellation requests, and manage an exit survey to understand why members leave the Club.
Develop and implement action plans to address trends and reduce annual member attrition.
Lead the onboarding and integration of new members, ensuring they understand and utilize Club amenities, programs, and services while helping them build connections within the Club community.
Develop strong, personal relationships with members and serve as a trusted resource for questions, concerns, recommendations, and navigating the Club.
Maintain accurate and complete member profiles and account information, manage engagement data, and utilize reporting and analytics to identify trends and opportunities.
Serve as a liaison between members, the Membership team, and Club departments to communicate member needs, resolve issues, and create a consistent and connected member experience.
Gather and analyze member feedback and recommend new programs, services, communications, and initiatives designed to improve engagement, satisfaction, and Net Promoter Score (NPS).
Build relationships across diverse member groups while maintaining appropriate professional boundaries.
Recognize member milestones, preferences, and opportunities to create personalized experiences. Then partner with Club leadership to create Magic Moments.
Identify and cultivate highly engaged members as Club advocates and develop opportunities to increase member referrals and participation in membership growth initiatives.
Partner with Membership and Club leadership on retention initiatives, member research, surveys, special projects, and other strategies designed to reduce attrition, improve the member experience, and strengthen long-term member loyalty.