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Member Experience Director

Company: Invited
Location: Aliso Viejo
Posted on: January 16, 2023

Job Description:

Job Description
Member Experience Director at Aliso Viejo Country Club
At Invited Clubs , work feels like play, as you build relationships with your team and meet Members from all different backgrounds. Every time you step foot in your Club, you can create magic moments and enrich lives. We are passionate about bringing people together and bringing out the very best in life. So, join us and be a part of a fun, fast-paced, high-impact group of talented people, where you belong.
Job Summary
We are actively seeking a dynamic, engaging, energetic, and creative-thinking professional, to join and lead our Member Experience team. This person will be strategic in understanding the member demographics and programming while working hand in hand with the General Manager on driving revenue, experience, and engagement. The Member Experience Director is responsible for curating and enhancing "ClubLife," increasing participation and engagement through relevant programs, events, and experiences for the Members and guests at the Club. The Director focuses on creating and executing the Member Experience strategy, calendar of events, communication plan, and engagement efforts for Member Programming and Member Communications. The ideal candidate will be a connector, able to work well under pressure, coordinate multiple tasks, solve problems, be savvy regarding marketing strategies and social media, and enjoy working in a collaborative team environment. To be successful in this role, you will have a passion for creating long-lasting memories for members and guests, experience in customer success management, and high-level communications and team leadership skills.
Member Engagement, Connection, Programming Day To Day

  • Strategy Building - Responsible for the yearly strategy of tiered events at the Club. Strategy to be built on quantitative member data, and qualitative feedback and should ladder up to the overall brand vision
  • Collaborative Ideation - Be the catalyst that inspires and champions the ideation of all social calendar ideas, as well as a driver in the creation of events for F&B, Social, Networking, etc.
  • Programming - Develop and ensure execution of relevant and engaging Member events and experiences specific to demographics, interests, and ClubLife expectations
  • 360 Planning - Responsible for the build-out of all BEOs, coordination with vendors/partners as required, and clear expectation setting with applicable department heads
  • Flawless Execution - Oversees the team responsible for the set-up, execution, and tear-down of all events
  • Reporting & Insights - Responsible for consistently gathering actionable Member feedback to evolve reoccurring events and inform future strategies. Successfully track, communicate, and report key KPIs for each Member event to ensure elevated and optimized programming as well as pre and post-event P&L for all events
  • New Member Onboarding- Develop and be accountable for New Member Welcome and Connect Steps, Member Intel, Name Recognition, and monitoring the Member Journey
  • Brand Ambassador - lives and breathes the Club brand, advocates for it amongst Members and staff
    Member Communications Day To Day
    • Communications -Implement a thorough and consistent strategy to best communicate ClubLife, amplifying the Member story
    • Create storytelling and content-focused communications
    • Communicate to Members consistently and concisely via all channels (in-person, email, social media, ClubLife App, etc.)
    • Market, promote, and advertise Member events and programs through social media, email, newsletters, and print collateral displayed around the Club
      Member Retention Day To Day
      • Member Management- Champion the engagement and retention strategy for the overall Member journey + tracking, ARMI (At-Risk Member Intervention), and forecasting
      • Responsible for budgeting dues lost, resignations, and downgrades
        Lead & Supervise the Member Experience Team: Project management, budgeting, staffing, hiring, and training of Member Experience Manager, Member Experience Coordinator, and ClubLife Concierge (dependent upon Club structure)
        About You
        • Experience of 3 - 5+ Years in Hospitality, Event Management, Marketing Communications, Premium Suites, or Customer Relations
        • Prefer experience in one or more of the following: membership associations, events, hospitality, sales, relationship management, marketing, food beverage operations, customer service, and/or fundraising
        • Experience with creating and implementing strategies that drive revenue and club usage
        • Data and analytical thinker that leads strategy-based initiatives
        • Prior experience in leading teams or projects to successful outcomes is preferred
        • Undergraduate degree. Educational concentration in hospitality management, business, sports management, communications, journalism, public relations, or recreation
        • Advanced knowledge working with Microsoft Office Suite, CRM/Salesforce, Canva, Facebook, and Instagram platforms, and strong technical literacy with the ability to work in multiple systems
        • High energy, outgoing personality, and strong communicator
        • Organizational and time management skills with attention to detail
          About Us
          Located in the hills of Saddleback Valley and surrounded by spectacular views of pristine mountain ranges and picturesque valleys, Aliso Viejo Country Club is an oasis from the fast-paced life of Orange County. Aliso Viejo Country Club features one of only two private Nicklaus Design golf courses in Orange County. The Club provides a luxurious private club experience at an affordable price, with the very best in golf, dining, and social activities. A lifestyle club that provides a wide array of amenities, benefits, and perks to the members, guests, employees, and clients at the Club.
          We are Invited, 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, we 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 stadium clubs in 30 states, the District of Columbia, and two foreign countries. We offer a competitive salary and comprehensive benefits to our team members including medical, dental, and vision, paid time off, individual investment options (401k), fun family culture, and professional and career development/advancement within the company portfolio. We are a Members' haven and a home away from home for our Employees to follow their passion for Golf, Tennis, Fitness, Food & Beverage, Private Events, Sales, and more.
          Have more questions? Check out our careers site for more details about ClubLife, the Employee Experience, Company Benefits, and Our Culture. Be a part of our Social Networks: LinkedIn Instagram Twitter Facebook
          Invited is an Equal Employment Opportunity Employer & participates in E-Verify .
          This job post is intended to describe the general requirements for the position. It is not a complete statement of duties, responsibilities, or requirements. Other duties not listed here may be assigned as necessary to ensure the proper operation of the Club.

Keywords: Invited, Aliso Viejo , Member Experience Director, Executive , Aliso Viejo, California

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