This position is responsible for managing all aspects of member services, from the acquisition process to retention, including all member communications. The Member Experience and Communications Director will develop and implement programs, projects and activities designed to increase and retain membership in the Club.
Reports to: General Manager
Supervises: Front Office/Front Desk Personnel
Education and/or Experience
Bachelor’s degree in Hospitality or Resort Management, Communications, Public Relations, Event Management or related major and three (3) years of work experience in hospitality, events, Club membership, or association membership fields.
Five years of relevant work experience.
Job Knowledge, Core Competencies and Expectations
Direct and oversee the activities of the Membership Department and control its budget.
Ability to establish and maintain effective relationships with club members, supervisory/administrative staff, employees, guests and the general public.
Strong communication skills required including ability to professional communicate in written and spoken word.
Working knowledge of the Microsoft Office suite required.
Preferred experience with Jonas Software suite.
Work with Admissions Committee, the Board and the General Manager to plan and implement strategies to meet Club membership goals.
Develop and implement a complete member retention strategy including consistent communication with all Club members with the goal of increasing Club usage and improving retention.
Personally meet each Club member and instill confidence that the Club is operated in the best interests of the membership.
Update and maintain the membership database including information on member’s special needs, birthdays, place of employment, correct address, and contact information.
Process member resignations, complete exit interviews, and compile reports and recommendations with the aim of decreasing resignations
Oversee all membership inquiries and applications, shepherd prospective members through the application process.
Conduct a comprehensive orientation program for new members.
Develop a system of consistent, purposeful communication with members to advertise upcoming Club events and other Club opportunities.
Write member communications including emails, monthly newsletters, etc.
Be available to all members with concerns, questions, or suggestions and respond in a timely manner.
Coordinate all member events and activities and liaise with the Club’s Entertainment Committee and Club staff.
Plan, promote, and generate enthusiasm and interest for the Club’s diverse social programs; coordinates the efforts of volunteers and the Club’s staff.
Keep an accurate history file of each event; evaluate profitability and recommendations for future success.
Assist in developing event pricing, managing any outside contracts, creating registration forms, overseeing reservations and table assignments, and making sure that this information is provided to the accounting department in a timely manner.
Be present during Club operating hours and events to assist in meeting and greeting members and guests.
Attend management and staff meetings, and works as a team with all other staff.
Serve as manager on duty as scheduled.
Work closely with the Controller.
Complete other appropriate assignments made by the General Manager.
Physical Demands and Work Environment
Must be able to reach, bend, stoop, stand and lift up to 40 pounds, as well as sit for prolonged periods of time.
The salary includes a base annual salary with an incentive and bonus program based on membership growth and retention.
Base salary: $55,000 - $70,000
Incentive and Bonus Program
Benefits, including: Meals (one per day), 401k, medical and dental insurance. Eligible for holiday bonus
Special Notes – This is an in-person, onsite position, which requires a flexible schedule including evenings and weekends. Relocation costs are not covered.
Club Description for the Member Experience Director Job Posting
The University Club was founded in 1891 to promote social intercourse with a diverse group of members. The club has several long-standing traditions for the members with 12th night being one of the most prized.?The Twelfth Night shows are a spoof?of local, national and international personalities and happenings of the previous year.?
Members describe the club as a home away from home and a great place to expand their networks. The club?becomes a base where they always feel comfortable and welcome. The only requirements for admission are a college degree and sponsorship by a member. Prospective members have several opportunities to meet the members including a cocktail party held monthly. Members are happy to meet interested people for lunch or a drink in the member's bar.?