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Director of Member Experience in Boston, MA at Boston College Club

ClubCorp

ClubCorp

Last Updated: 11/24/21

Job Description

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 (depending on Club structure)

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



Company Details

Dallas, Texas, United States
ClubCorp is a  dynamic lifestyle company that brings people together through extraordinary experiences, impeccable service and opportunities to build meaningful relationships. As the largest owner and operator of private clubs, they take pride in creating vibrant communities where everyone is welcome and every day is a celebration at more than 200 golf and country clubs, city clubs and stadiu...