Membership Manager

BOCA WOODS COUNTRY CLUB ASSOCIATION INC•Boca Raton, FL

1d•Onsite

About The Position

The Membership Manager is responsible for the day-to-day management and operation of the Club Membership Department. This position serves as the primary Membership contact for current Members, prospective Members, Realtors, and other Membership-related relationships and is expected to be a highly visible, approachable, and forward-facing presence throughout the Club. The Membership Manager ensures Membership processes are accurate, timely, organized, and consistently administered in accordance with Club Bylaws, Rules and Regulations, policies, and established procedures. Working under the Director leadership and strategic oversight, the Membership Manager is empowered to make routine day-to-day Membership decisions, resolve Member matters within established Club policy, supervise Membership workflow and staff, and proactively identify opportunities to improve Member engagement, retention, and the overall Member experience. Policy exceptions, sensitive matters, significant disputes, and issues requiring higher-level interpretation are escalated to the Director.

Requirements

Bachelor’s degree in hospitality, business, communications, marketing, or a related field preferred; equivalent private-club or Membership experience will be considered.
Three or more years of progressive experience in Membership, hospitality, private clubs, customer relations, or a related service environment preferred.
Prior supervisory or team leadership experience preferred.
Strong oral and written communication skills and a professional, relationship-oriented presence.
Strong organizational skills, attention to detail, follow-through, discretion, and ability to manage multiple deadlines.
Working knowledge of Microsoft Office; NorthStar or comparable club-management software experience preferred.
Ability to interpret and consistently apply Club policies, procedures, Membership categories, and billing structures.
Regularly required to stand, walk, use hands to handle or feel objects, tools, or controls, talk or hear, taste or smell.
Frequently required to walk.
Occasionally required to reach with hands and arms.
Occasionally required to stoop, kneel, crouch, or crawl.
Must frequently lift and/or move up to 25 pounds and occasionally lift and/or move up to 100 pounds.
Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.
Occasionally works near moving mechanical parts and is occasionally exposed to wet and/or humid conditions, fumes or airborne particles and is frequently exposed to extreme cold and extreme heat.
The noise level in the work environment is usually loud.

Nice To Haves

Bachelor’s degree in hospitality, business, communications, marketing, or a related field preferred; equivalent private-club or Membership experience will be considered.
Three or more years of progressive experience in Membership, hospitality, private clubs, customer relations, or a related service environment preferred.
Prior supervisory or team leadership experience preferred.
NorthStar or comparable club-management software experience preferred.

Responsibilities

Manage the day-to-day operations of the Membership Department and ensure responsibilities, deadlines, and annual processes are completed accurately and timely.
Manage Membership applications from receipt through completion, including required documentation, background checks, applicable fees, records, and coordination with other Club departments.
Coordinate Non-Resident Equity Membership applications requiring Executive Board approval and escalate unusual circumstances to the Director.
Oversee Membership status changes, transfers, resignations, household changes, Designated Companions, Alumni, Associate, Executive, Non-Resident Equity, rental privilege transfer, and other Membership changes.
Ensure departing Members are completely offboarded from applicable Club systems and Membership access points, including removal from the Club Member Facebook group.
Maintain the accuracy and integrity of Membership records, NorthStar information, databases, physical files, electronic files, and supporting documentation.
Develop, maintain, and update Membership Standard Operating Procedures and ensure established procedures are consistently followed.
Maintain a strong working knowledge of Club Bylaws, Rules and Regulations, Membership categories, fees, policies, and procedures; apply established policies to routine situations and escalate exceptions or disputes to the Director.
Serve as the primary day-to-day Membership contact for Members and provide timely, professional responses to questions, concerns, requests, and feedback.
Maintain a visible, approachable presence throughout the Club and proactively develop relationships with Members.
Regularly engage with new and existing Members to understand their interests, experiences, needs, and concerns; identify disengagement and help connect Members with people, activities, programs, and amenities.
Support the Director member engagement and retention strategy through daily relationship building and execution.
Identify recurring Member concerns, trends, and opportunities and bring recommendations and potential solutions to the Director.
Serve as a liaison between Members and Club departments, coordinating responses and following matters through resolution; resolve routine Membership concerns within established policy.
Support and execute the Club extended new-Member onboarding journey and manage day-to-day execution of the Ambassador Program, including assignments, communications, tracking, and follow-up.
Execute Member recognition programs, including monthly birthday reports and cross-referencing birthdays with dining reservations to coordinate appropriate recognition.
Create and administer Member surveys as directed, gather and organize responses, summarize findings and trends, and provide results to the Director.
Manage day-to-day prospective Member relationships from initial inquiry through Membership activation, including tours, accurate information, follow-up, and pipeline management.
Support Membership sales and revenue goals through Executive Membership sales, prospect conversion, referrals, Realtor relationships, and other recruitment initiatives.
Develop and maintain day-to-day relationships with local Realtors and ensure they have current and accurate Membership information.
Support Realtor outreach, presentations, breakfasts, tours, and other Membership recruitment initiatives.
Identify prospective-Member trends, questions, objections, and opportunities and bring recommendations to the Director.
Maintain relationships with Membership professionals, reciprocal clubs, and other industry contacts that support Membership operations.
Manage applicable annual Membership renewal processes, including Executive Membership renewals and related Member communications, records, and coordination with Finance.
Manage the annual Social Membership step-down process in accordance with Club policy.
Manage the Club summer reciprocal program, including communication with reciprocal clubs, annual participation, Member communications, program information, and records.
Maintain calendars and timelines for recurring Membership programs and proactively prepare for upcoming deadlines.
Coordinate with Finance regarding Membership-related billing, dues, fees, status changes, and Member account questions; confidently explain routine charges and billing processes.
Research and resolve routine Membership billing questions and escalate disputes, refund requests, or policy exceptions to the Director.
Monitor Membership expenses against the approved departmental budget and identify discrepancies, anticipated variances, and future budget needs.
Reconcile Membership-related Ramp expenses and maintain appropriate receipts, invoices, and supporting documentation.
Maintain Membership statistics, reports, and trackers, including Membership counts, inquiries, tours, applications, closings, sales activity, Executive Membership activity, status changes, retention, attrition, and other relevant metrics.
Prepare recurring Membership reports and supporting data for the Director and bring forward trends, observations, and recommendations.
Direct the day-to-day workflow of the Membership Coordinator and other Membership support staff, including delegation, priorities, deadlines, and accuracy.
Train Membership staff on NorthStar, Membership processes, Club policies, Membership categories, annual programs, SOPs, and service expectations.
Identify training needs and provide ongoing coaching and feedback; participate in performance evaluations for Membership employees.
Foster a professional, collaborative, welcoming, and service-oriented environment within the Membership Office.
Coordinate directly with Golf, Racquets, Finance, Security, POA, Communications, Fitness, Food & Beverage, Catering & Events, and other departments to provide seamless Member service.
Support Membership-related events, orientations, prospective-Member functions, Realtor events, Ambassador activities, and Member engagement initiative.
Assist the Director with vendor correspondence, scheduling, proposals, documentation, and logistical coordination.
When designated by the Director, serve as Manager on Duty for Membership events in the Director absence, overseeing event execution and addressing operational matters within established parameters.
Participate in appropriate professional development, private-club education, and industry networking opportunities.
Perform other duties as assigned in support of Membership operations, Member engagement, and the overall needs of the Club.