(Archived) Director Member Experience in Sewickley, PA at Diamond Run Golf Club

Director of Member Experience

Sums up your new Role:

Curating and enhancing 'ClubLife' and increasing Club Member Growth

• Programming - Develop and ensure execution of relevant and engaging Member events and experiences specific to Club We Are/segments and ClubLife expectations
• Communications - Implement thorough and consistent strategy to best communicate ClubLife through all channels, amplifying the Member story
• Member Management - Champion the engagement and retention strategy for overall Member journey + tracking, ARMI (At-Risk Member Intervention), and forecasting
• New Member Onboarding - Develop and be accountable for New Member Welcome and Connect Steps, Member Intel, and Name Recognition
• Supervise Member Experience Team - Project management, budgeting, staffing, hiring, and training of Member Experience Manager, Member Experience Coordinator, and ClubLife Concierge

Day to Day:

• Focus on both the quantitative (Member Growth) and qualitative (Member Experience) goals of the Club
• Lead Member Experience Team in executing Membership Experience strategic plan
• Create ClubLife experience according to brand standards
• Ensuring a vibrant and connected member community
• Focus on ARMI and increased retention practices
• Communicate to employees and Members consistently and concisely via all channels
• Execute all Member Events and Programs with member and committee feedback
• Onboard/New Member Connect Steps
• Create and execute relevant programs with purpose with consideration of your Clubs Members, product, and position
• Create storytelling and content focused communications
• Responsible for budgeting of dues lost, resignations, and downgrades

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 practicing service recovery as soon as possible
• Remain, open, flexible, and adaptable to take care of our Members and Guest changing needs
• We are ready to assume different responsibilities as needed and requested as an essential part of our jobs

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
• CRM/Salesforce