Senior Membership Manager

Multnomah Athletic Club•Portland, OR

1d•Onsite

About The Position

The Multnomah Athletic Club (MAC) is seeking a Senior Membership Manager to lead its Membership Team. This role is responsible for driving membership growth, engagement, governance, and member satisfaction. The position involves close collaboration with Club leadership, committees, and cross-functional teams to ensure an exceptional member experience throughout the entire membership lifecycle. The Senior Membership Manager will oversee membership strategy, operations, admissions, analytics, and member experience initiatives, while leading a dedicated team. The ideal candidate possesses strategic thinking, operational expertise, strong leadership skills, and an understanding of private club culture and member-centered service.

Requirements

Bachelor's degree or an equivalent combination of education and experience.
Seven (7) or more years of progressive experience in membership, member services, customer experience, hospitality, or a related field.
At least three (3) years of leadership experience managing teams and business operations.
Experience developing and executing membership lifecycle strategies, including acquisition, onboarding, engagement, and retention initiatives.
Experience working with committees, boards, or governance groups.
Demonstrated ability to balance member service excellence, operational priorities, and organizational objectives.
Proficiency with CRM systems, membership management platforms, Microsoft Office Suite, and related business technologies.
Ability to maintain confidentiality and exercise sound judgment when working with member and governance information.

Nice To Haves

Experience within a private club, hospitality, association, or member-based organization.
Knowledge of private club governance, committee structures, member relations, and admissions processes.
Strategic thinker with the ability to turn organizational goals into measurable results.
Strong leadership skills, including coaching, team development, performance management, and succession planning.
Excellent verbal and written communication skills with the ability to present effectively to senior leaders, committees, and boards.
Strong analytical and problem-solving abilities with experience using data to drive decisions.
Outstanding customer service skills and ability to handle sensitive situations with professionalism and discretion.

Responsibilities

Lead Membership Strategy & Lifecycle Management: Develop and execute strategies to strengthen member acquisition, onboarding, engagement, retention, and overall membership health.
Partner with Club leadership and committees to advance long-range membership goals and strategic initiatives.
Oversee membership pathways, admissions processes, waitlist management, and membership transitions.
Analyze member engagement, satisfaction, and retention trends to identify opportunities for growth and improvement.
Monitor industry trends and best practices to continually enhance membership programs and services.
Drive Governance & Committee Support: Serve as the primary staff liaison to the Membership and Diversity Admissions Committees.
Prepare agendas, reports, application reviews, policy analyses, and supporting documentation for committee meetings.
Interpret and apply Club bylaws, rules, and membership policies with consistency and sound judgment.
Present recommendations, analyses, and policy matters to committees and Board leadership.
Lead and Develop a High-Performing Team: Supervise and develop a team supporting member experience, admissions, operations, and analytics.
Provide coaching, mentorship, performance management, and professional development opportunities.
Manage staffing plans, workloads, scheduling, budgets, and departmental priorities.
Foster a culture of accountability, collaboration, innovation, and continuous improvement.
Oversee Membership Analytics & Reporting: Ensure the integrity, confidentiality, and accuracy of membership data and records.
Develop and monitor key membership performance metrics and dashboards.
Produce reports, presentations, and trend analyses for leadership, committees, and the Board of Trustees.
Translate data into actionable insights that improve engagement, retention, and operational performance.
Champion Member Experience: Ensure a seamless and exceptional member experience across all stages of the membership journey.
Resolve complex and sensitive member matters with professionalism, discretion, and sound judgment.
Partner with Communications to ensure membership-related messaging is accurate, effective, and member-focused.
Enhance onboarding programs and engagement initiatives that strengthen member connection and loyalty.
Support Financial & Operational Excellence: Assist with annual budgeting, forecasting, and monitoring of membership-related revenue and expenses.
Oversee initiation fee reconciliation and related financial processes.
Evaluate and improve membership systems, workflows, reporting capabilities, and operational practices.
Partner with Technology and other departments to leverage automation, AI, and emerging technologies to improve efficiency and member engagement.