Director of Member Experience

Sums up your new Role: Curating and enhancing the Liberty National Member Experience and successfully facilitating the matriculation of new Members at Liberty National GC.

• Programming - Develop & ensure execution of relevant & engaging Member events and experiences specific to Liberty National Member expectations. Work with GM on creating/re-establishing strategic Member events.

•Membership: Work with GM and Executive Chairman on the successful matriculation and onboarding of all new members. Includes New Member orientation, 30/60/90-day follow-up campaign, connecting new Members, Docusign and administration requirements, prospective Member correspondence, prospective Member tours and communication, representing LN as required at networking events.

•Membership “Priority Hold List”: liaise with GM/stakeholders on the formulation, levels, and prioritization of the Priority Hold List.

•Communications - Implement thorough and consistent strategy to best communicate through all channels, amplifying the Member story.

•Social media: liaise with third party communication team and our team to professionally maximize the LN brand via designated social media channels

• Member Management - Champion the engagement and retention strategy for overall Member journey and tracking. Develop high level Member “touch points” in order to constantly raise the bar and exceed LN Member expectations.

• New Member Onboarding - Develop and be accountable for New Member Welcome and Connect Steps, Member Intel. Provide and promote new Member recognition via new Member profiles and team education.

Reports Directly To: General Manager

Day to Day:

• Focus on both the quantitative (Member Usage) and qualitative (Member Experience) goals of the Club.

• Lead Member Experience department in executing Membership Experience strategic plan.

• Create and enhance the “Liberty National experience” according to club culture and standards.

• Ensuring a vibrant and connected member community.

• Focus on At Risk Member Intervention 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.

•HAVE FUN!

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.

• 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 Member/Guests.

• Notify GM and/or department head(s) of Member/Guest complaints/concerns. 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.

• 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, Sales.

• Prefer experience in one or more of the following: sales, relationship management, golf, food & beverage operations, customer service, membership associations and/or fundraising.

•Solid time management, organization and prioritization skills: ability to work independently

•Excellent customer/Member service orientation and focus on Member satisfaction required

•Strong interpersonal skills and “team player” skills required

• 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 recommended.

Physical Requirements:

Standing, walking, exposure to temperature changes, dust, fumes, or gases, climbing/ladders, squatting/kneeling, reaching, grasping, pushing/pulling, twisting/bending, lifting/carrying/pushing/pulling up to 100 lbs on occasion, folding/unfolding, talking, hearing, and seeing.

Primary tools/equipment used in this position and approximate weight:

Computer, Telephone, F & B

Attendance Requirements for this position:

Attendance Requirements for this position as outlined on the weekly schedule. Additional hours are sometimes required to meet deadlines of the position, including weekends and/or holidays.