Irving, Texas

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 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

Irving, Texas

Since its founding in 1957, Dallas-based ClubCorp has operated with the central purpose of Building Relationships and Enriching Lives®. ClubCorp is a leading owner-operator of private golf and country clubs and private business clubs in North America. ClubCorp owns or operates a portfolio of over 200 golf and country clubs, business clubs, sports clubs, and alumni clubs in 28 states, the District of Columbia and two foreign countries that serve over 430,000 members, with approximately 20,000 peak-season employees. ClubCorp properties include: Firestone Country Club (Akron, Ohio); Mission Hills Country Club (Rancho Mirage, California); The Woodlands Country Club (The Woodlands, Texas); Capital Club Beijing; and The Metropolitan (Chicago, Illinois). 

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