Director of Member Experience Job Description

Cascades Country Club

SALARY RANGE: $35,000-$45,000

FLSA: SALARY EXEMPT

GENERAL SUMMARY:

The Director of Member Experience is a full-time, exempt employee of the Cascades Country Club, reporting directly to the Assistant General Manager / General Manager and will work in partnership with other club Directors and employees. The Director’s primary responsibility will be to act as the Club Ambassador fostering all Member relations at the Club, curating, and enhancing the Cascades Country Club Membership Experience. The Director acting as the highly visible, primary point of contact to the Membership will build relationships and be instrumental in driving the Membership initiatives. They champion the system/process to ensure new Member’s develop relationships, experience personalized service, cultivate Member recognition, join Clubs within the Club, and participate in a variety of programs that enrich their lives. The Director is expected to share in the long-term strategic vision of the club and contribute to its overall growth from a tactical perspective in the day-to-day operations, and from a strategic, long-term planning perspective while yielding innovation and efficiency for the club.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Personally, meets each Club Member and instills confidence that the Club is operating in the best interest of the Membership
• Champion of the Ambassador program and accountable for New Member Welcome and Orientation creating a memorable experience
• Responsible for the development, implementation, and management of the Member Recognition, “Member Intel”, and “Member Life Events” programs
• Expected to be highly visible within the Membership in order to assess Club culture for appropriate events, programming, and Member satisfaction levels
• Acts as a liaison between Club Management and Members. Listens to Member’s problems, suggestions, recommendations and complaints and reports them to management with proactive recommendations. Responsible for all correspondence to Member’s regarding rules infractions and suspensions.
• Supervises and trains the Concierge team with a desire and dedication to provide superior customer service. This position is a “cheerleader” for the Cascades Country Club and trains others to be as well.
• Develop, execute, and oversee Club events including the development of social activities and calendar for the Club that demonstrate and nurture a sense of belonging. This is done in close collaboration with the Food & Beverage Manager and considering feedback from Management, and committees. Attend all Club events to get to know the Membership and learn what they are most interested in attending
• Able to respond to calls after hours, weekends, and holidays. Overtime will be required.
• In collaboration with the Director of Communications, responsible for the development and management of the Membership and Marketing annual budget

ADDITIONAL DUTIES AND RESPONSIBILITIES:

• Responsible for ensuring a vibrant and connected Member community
• Serve as the liaison to the Membership & Marketing and House Committees strategizing how to constantly improve Member engagement and experience.
• Efficiently respond to all Member requests and inquires in accordance with Club standards, policies, and rules; uses ideas, feedback, and suggestions to continuously improve the services provided to Members
• Maintain secure and accurate individual files for each Club Member. Ensuring all legal Membership documents are completed accurately and forwarded to the Club’s attorney for filing promptly. Reports new Members to the Director of Finance and Administration to initiate proper administration of their Membership; ensures initiation fees are collected, and that the new Member understands privileges and costs of being a member
• Maintains the Club’s Member Database (Clubessentials)
• In collaboration with the Communications Director maintains online and annually printed Member Directory and troubleshoots all Member issues with Club website, app, and other programs
• Develop and ensure the execution of relevant and engaging Member events/experiences specific to Cascades Country Club
• Champion the engagement and retention strategy for Members
• Maintains a file of Club history information
• Measures and tracks the success and overall performance of all Membership activities. Grow attendance at the events leading to higher Member Satisfaction scores. Follow up with attendees to see how Member events can be improved Director will develop and present reports on performance.
• Act as the point of contact for all Club Social Club coordination
• Will be responsible for developing a strong working relationship with HOA management company employees acting as a channel of communication between the HOA and Management team
• Assist as Manager on Duty and Club Concierge with troubleshooting Member issues as needed
• Able to respond to calls after hours, weekends, and holidays. Overtime will be required.
• This Director will be highly collaborative with the Communications Director and Food & Beverage Manager

DIRECTOR OF MEMBER EXPERIENCE COMPETENCIES: The following competencies strongly contribute to the success of an individual in this position:

• Adaptability/Resiliency/Flexibility
• Teamwork & Group Participation
• Member Focus/Member Service Orientation
• Emotional Intelligence & Emotional Maturity
• Creative Thinking & Innovation
• Influencing Others/Negotiating/Facilitating
• Interpersonal Skills
• Planning & Priority Management
• Professional Confidence
• Personal Credibility/Responsibility/Accountability

LEADERSHIP CORE COMPETENCIES: The following core competencies strongly contribute to the success of the leader in this position:

• Conflict Management
• Developing Others/Mentorship
• Effective Communicator
• Relationship Building & Stakeholder Relations
• Team Leadership
• Vision

EDUCATIONAL AND EXPERIENCE REQUIRED:

• Bachelor’s degree in Hospitality Management, Business Administration, Public Relations, Public Relations or equivalent degree
• 2-4 years’ experience of relevant work experience required preferably in a Club setting
• Minimum 2-year experience in a customer service, event planning, or in the hospitality industry required
• Event Planning and Management experience strongly preferred
• Must be comfortable in a fast paced, ever-changing environment and have a strong desire to build systems and procedures while understanding the flexibility needed in a transition and building period
• Outgoing and engaging personality with an evident passion for high level customer service and hospitality is required
• Be a people-person exuding warmth, courtesy, and sincerity to be able to put Members and prospects at ease
• Must exhibit a “can-do” attitude to productively solve problems. Develop and propose solutions to problems that occur. Anticipate the needs of others and react appropriately
• Highly self-motivated individual who can work with minimal supervision and interact with Members and potential Members at a sophisticated level.
• Must have extensive understanding of the Club’s and Community by-laws, membership plan, and Rules and Regulations
• Must be a proven collaborator, diplomatic, supportive, well-respected, and contributing team member; able to generate thoughts and ideas that result in improved Member satisfaction
• Must be a relationship builder and be successful in winning the trust and confidence of Members, guest, prospective Members, realtors, and community influencers.
• Responsible for being visible and available at the Club during peak hours of operation, including weekends and Club events to capture, communicate, and actively record Club happenings
• Effective interpersonal skills and outstanding networking abilities
• High energy, creative, outgoing personality
• Strong organization and planning skills with an exceptional attention to detail
• Experience in developing and executing new programs and events
• Strong knowledge of the Club’s local market area
• Must have a professional demeanor, a gracious attitude and a demonstrated ability to establish and maintain effective working relationships with all departments, team members, current and prospective Members and business partners
• Proficiency and experience with Microsoft Office Applications and ideally Club Essentials, Jonas, or equivalent programs

WORKING CONDITIONS AND PHYSICAL REQUIREMENTS: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential duties and responsibilities of this position.

• The employee will be required to be Member facing at all times
• The employee is regularly required to stand and/or sit for long hours
• Must be able to talk and hear in person and by telephone
• Must use hands to operate, finger, handle, or feel office equipment
• Must reach with hands and arms
• Work is performed in a professional office setting utilizing telephone, computer, and other office equipment
• While performing duties of this class, the employee is regularly required to work on multiple concurrent tasks with constant interruptions, rea and interpret documents and information; use oral communication skills; interact with Cascades Staff, Membership, the general public, and others encountered in the course of work, some of who will be dissatisfied and/or angry individuals.

Job Type: Full-time

Pay: $35,000.00 - $45,000.00 per year

Benefits:

• Dental insurance
• Employee discount
• Flexible schedule
• Health insurance
• Vision insurance

Experience level:

• 2 years

Shift:

• 10 hour shift
• 12 hour shift
• 8 hour shift
• Day shift
• Evening shift

Weekly day range:

• Monday to Friday
• Weekends as needed

Experience:

• Customer service: 1 year (Preferred)

Ability to Commute:

• Tyler, TX 75709 (Required)

Ability to Relocate:

• Tyler, TX 75709: Relocate before starting work (Required)

Work Location: In person