Director Member Experience

Invited operates private clubs focused on building relationships and enriching the lives of members, guests, and employees. The Director Member Experience shapes and enhances the overall member experience by driving engagement, revenue, retention, and satisfaction. The role leads member events, communications, onboarding, retention initiatives, analytics, and Member Experience team operations.

Responsibilities

Develop and execute the member experience strategy, focusing on both the quantitative (improved retention, increased average member spend) and qualitative (member experience) goalsPartner with the General Manager and Department Heads to devise and execute high impact, revenue-generating strategies across departmentsLeverage data analytics to monitor member engagement trends, inform strategy, and optimize retention effortsOversee the planning and execution of all member events and programs, ensuring they are innovative, memorable, and aligned with the club’s mission and evolving member preferencesIncorporate feedback from members and committees to ensure events remain relevant, engaging, and tailored to the diverse needs of the membersCurate a dynamic calendar of experiences that inspire participation, foster community, and elevate the overall member experienceDevelop a seamless onboarding process that ensures new members feel welcomed, integrated, and connected to members and employeesEnsure that all touchpoints along the member journey are strategically planned and executed to foster engagement and satisfaction at every stageAssist with developing retention strategies, including personalized interventions for at-risk members, to strengthen member loyalty and improve retention ratesContinuously assess and refine the member journey to adapt to member needs and club goals, focusing on early tenure management and long-term engagementDevelop and distribute a multi-channel communication strategy that consistently conveys the club’s narrative, promoting member events, activities, and initiatives through email, social media, in-club signage, and digital platformEnsure timely and effective dissemination of key updates, reinforcing transparency and keeping members well-informed of club developmentsCommunicate consistently and concisely with members and employees across all channels to promote club activities and initiativesExhibit strong leadership in navigating the dynamic nature of club operations, proactively resolving challenges, and inspiring cross-departmental collaborationDue to the dynamic nature of the club, employees are expected to assist others as needed and take on additional tasks as assigned by managementFollow all company, club, and department policies, procedures, and instructionsRepresent the company's management team by supporting and enforcing policies while maintaining the highest standards of ethics and integrityMaintain a high level of professionalism and a commitment to excellence in interactions with members, colleagues, and staffPromote and follow safe working practices, ensuring compliance with safety guidelines and encouraging others to do the sameTake the initiative in personal and professional growth and maintain any required certifications relevant to your roleAddress and resolve challenges using available resources, working with regional and corporate teams to support club operationsSupport the overall efficiency of the team by collaborating and contributing to the club’s goals Skills

High school diploma or equivalent5 years of experience in hospitality, customer relations, food and beverage, private events, or marketing and communications3 years of experience in a leadership or management roleBachelor's degree with a focus in hospitality management, event management, business or marketing and communicationsProven leadership ability in managing cross-functional teams and adapting to evolving operational challengesPreferred experience in areas such as relationship management, food and beverage operations, event management, customer service or membership associationsPrior experience in leading a team or managing projects to a successful outcome is preferredAdvanced in Microsoft Office Suite, including Word, Outlook, and ExcelExperience with CRM systems, particularly Salesforce Benefits

Medical, dental, and vision coverageLife insuranceShort-term and long-term disability insurance401(k) retirement savings planGenerous paid time off and leave programs (time off as required by applicable law is also provided for part time team members) Company Overview

A Premier Private Golf Club nestled in the lush green landscape of Sewickley, Pennsylvania, Diamond Run Golf Club is a haven for golfers. It was founded in 1994, and is headquartered in Sewickley, Pennsylvania, US, with a workforce of 51-200 employees. Its website is https://www.invitedclubs.com/clubs/diamond-run-golf-club.