Manager Member Experience in Phoenix, AZ at Anthem Golf Country Club

Member Experience Manager

Sums up your new Role:

Curating and enhancing 'ClubLife' and increasing Club Member Growth by ensuring execution of programming and communications for Club.

• Programming - Develop and ensure execution of relevant and engaging Member events and experiences specific to Club We Are and ClubLife expectations
• Communications - Implement thorough and consistent strategy to best communicate ClubLife through all channels, amplifying the Member story

Day to Day:

• Communicate to Employee Partners and Members consistently and concisely via all channels
• Execute all Member Events and Programs with member and committee feedback
• Create and execute relevant programs with purpose with consideration of your Club Members, product, and position
  • PURPOSE: Set the vision and expectation
    • Connecting and Engaging our Members
    • Member Value
    • Drive Revenue
    • Invite and Partner with Community Audience or aligned Brand
  • EVENT TYPES:
    • Signature Events | Holidays | Charity Classic
    • Ongoing |Meet-Up
    • Meet-up
  • PLANNING:
    • Committee Management
    • Quarterly game plan/Monthly Calendars
    • Ongoing content calendar
  • EXECUTION: (Engagement Coordinator + Operations)
    • BEO P&L
    • Promotion Marketing
    • Decor
    • Booking Talent
    • Story Telling Capture at Event
• Create storytelling and content focused communications
  • Uphold Brand Standards as provided per segment
  • Content Plan: Make Members and Experience the Hero of the Communications Story
    • Membership Recognition (Social Media + in GM Message)
      • Testimonials
      • Success Stories
      • Profiles/Interviews
    • Events/Programming (Email 1x Week + ONE CLICK REGISTRATION + On APP + Social)
      • Story Telling from Past Events with Pictures Video
      • Promote future events with Purpose and Experience (not just logistics)
      • Priority Promotion based on Registration Needs
    • Sales Promotions (In Club Social Media)
      • Private Events
      • Member Referral
    • Operational/Admin
      • GM Message - Positive consistent communications (Have you seen, direct back to Member stories on social)
      • Club closures
      • Updates
      • Weather
      • Crisis Management

All the other stuff we do:

• Adhere to all company, club, and department standards of operations, policies, and procedures whether written or verbal
• Act with integrity
• Conduct ourselves professionally and respectfully
• Communicate effectively
• Work well under pressure, coordinating multiple tasks at any given time
• Solve problems, utilizing all available resources including regional and corporate staff
• Work safely and ensure others are too
• Attend meetings as required or requested
• Understand service recovery procedures for Member/Guests
• Notify GM and/or department head(s) of Member/Guest complaints. Rectify by using service recovery procedures as soon as possible
• Remain, open, flexible, and adaptable to take care of our Members and Guest changing needs

About you:

• Undergraduate degree preferred. Educational concentration in business, communications, journalism, public relations, hospitality management, or recreation
• Experience of 2-4 Years in Hospitality, Customer Relations, or Marketing Communications
• Prefer experience in one or more of the following: sales, relationship management, food beverage operations, customer service, membership associations, and/or fundraising
• Prior experience in leading a team or project to a successful outcome is preferred
• Advanced knowledge working with Microsoft Office Suite, including Word, Outlook, and Excel