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Director of Member Experience

Mid-America Club

This is a Full-time position in Chicago, IL posted November 7, 2021.

Director of Member Experience at The Mid-America Club

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 Members/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