ClubLIFE Experience Director in FL-Tampa-Centre Club - Tampa at Clubcorp

Date Posted: 11/15/2019

Job Snapshot

Job Description

Job Summary

ClubLIFE Experience Director - (197699 )

Description

ClubLIFE Experience Director at Centre Club Tampa

At Centre Club Tampa, we are crafting a different kind of Club – the city club of the future.

The City Club experience of the future is a combination of a dynamic, multi-faceted clubhouse with vibrant social programming. A hub for the urban dweller, remote worker and traditional club member - the city club is an extension of the living room and the office, and serves as an aspirational bridge from community desert to community engagement.



Position Description Summary

The ClubLIFE Experience Director reports directly to the General Manager and is a department head position. Key responsibilities of the ClubLIFE Director include the development, execution and oversight of Member engagement and retention strategies. S/He will develop marketing initiatives to increase brand love as well as revenue, and plan and direct successful implementation working hand-in-hand with the General Manager for departments such as F&B operations, Culinary and ClubLIFE. The ClubLIFE Director will also serve as the liaison between our primary partner organizations (various community business associations). The ClubLIFE Director will oversee the execution of all internal and external print and digital marketing.

The elements in the ClubLIFE Department are:

1.On-Boarding of New Members with Membership Sales Team
2.Marketing and Communications Arm of the Club
3.Social media strategy and execution
4.Club Committees Oversight
5.Member Retention Strategy
6.Member Event Programming
7.Connecting members to one another whether for social or business purposes

Essential Functions and Accountabilities

1. Responsible for promoting the Club while providing quality service and maintaining a high level of professionalism to the Members and guests of the club.

2. General understanding & knowledge of all aspects of Club Membership - Bylaws, Rules & Regulations, benefits of membership, services offered, amenities, technology and business features.

3. Develop ClubLIFE Audit for all aspects of ClubLIFE to include the “Member Connect”, Member Programming, Member Communications and At Risk Member Intervention (ARMI) strategies.

4. Elevate the experience to improve Member Retention by:
   a)Overseeing and/or execution of all Member communications and touchpoints, including the “Member Connect” onboarding process, At Risk Member Intervention (ARMI) outreach and resignation forecasting and Member save strategies.
   b)Collaborating with GM and other department heads on enhancing and executing all levels of training, particularly line-level and ClubLIFE Ambassadors, to ensure experience expectations are consistently being met.
   c)Executing standard operating procedures and communications, inspecting what you expect

Member Programming

1. Responsible for weekly analysis of improved retention programming and/or modifications, as well as updated quarterly and monthly calendars produced as information becomes more relevant and detailed. Events should drive overall member engagement, retention, and prospecting opportunities, utilizing MemberPride, Club Surveys, Board and Committee feedback, communications analytics and other data as resources, working hands on with the Membership Sales Director(s) to deliver innovative and value added Member programming. Cultivate a “Club without Walls” mentality, fostering Member connections and engagement both inside and outside of the Club.

2. Work with the Board of Governors, Member committees and Members-at large to translate their needs and desires into Club programming and offerings. Design, coordinate and facilitate the Club’s social offerings, including working with department heads to complete and implement the annual strategic plan, the Club calendar of Member events, and food & beverage offerings, resulting in increased Member satisfaction and achieving revenue objectives.

3. Function as the Club representative on various Member committees including, but not limited to, Business/Young Professionals, New Member and/or Retention Committee and the Board of Governors, attending regularly scheduled meetings.

4. Work with the Club’s Food & Beverage department to create and maintain function sheets and event files for Member events (BEOs), ClubLIFE traditions and other promotions including but not limited to entertainment contracts, floor plans, decor and deliveries for special events.

5. Build lasting and strong relationships with vendors and ensure proper execution of the Club’s service standards.

Marketing/Communications

6. Responsible for oversight of all aspects of marketing and Member communication such as, but not limited to weekly e-blasts, social media, website updates including club calendar and mobile app updates, email “nurturing” campaigns, monthly newsletters, statement stuffers, digital displays, signage, fliers, posters, letters and postcards sent to Members, and any other Member communication tool.

7. Participate as the Club’s representative in local and national organizations a part of the club PR and reputation management. Identify and implement opportunities to increase brand awareness within the Tampa and Tampa Bay community.

8. Communicate with Members on both a group and individual basis via surveys and focus groups to ensure the club is exceeding expectations.

9. Oversee the At Risk Member Intervention Initiative (ARMI), ensuring the minimum required engagements and acceptances are being met every week, resulting in improved retention.

10. Oversee the Member resignation process, driving and directing Member calls and outreach on behalf of the Club as needed, and ensuring proper execution of save strategies if needed.

MANAGEMENT

11. Attend and lead as required Department Head staff meetings.

12. Attend and/or host weekly departmental meetings including but not limited to, Membership, Member Relations, and BEO meetings.

13. Ensure all expense control systems are in place with close monitoring of all assigned ClubLIFE department expenses, including revenue to payroll ratio. Ensure appropriate forecasting systems are utilized. Work with GM on budget planning process ensuring forecasted amounts are not exceeded.

14. As applicable, this individual is responsible for the scheduling of all hourly ClubLIFE department Employee Partners and the budgeting of labor costs. Ensure controls on time reporting via the time management systems are in place by computing the total hours and making sure the times are accurate by both the employee and the supervisor. Ensure employees are adhering to mandated policies and procedures as outlined in the Time Management Policy.

15. Direct the recruitment, selection, training, development, coaching and performance management, as applicable, of ClubLIFE department Employee Partners, ensuring they understand the relationships between value, Member service/satisfaction, and Member retention/attrition.

16. Partner with fellow Employee Partners to provide the three steps of service (warm welcomes, magic moments, and fond farewells) to all Members/guests.

17. Be visible in the Club during peak operating hours. Meet and greet Members and guests as needed at private functions and at appropriate club events

18. Own all Member/Guest complaints, ensuring there is a service recovery plan in place that all department heads can implement within their departments to rectify any complaints as soon as possible.

19. When applicable, be responsible for leading the sales team(s) towards achievement of both Membership and Private Event sales plans, goals and objectives following all guidelines, policies and procedures.

Reporting Relationships
Reports Directly To: General Manager
Also works for and collaborates with: Regional Support
Directly Supervises: ClubLIFE Team
Indirectly Supervises: Staff in other departments such as line level Employee Partners
Exempt/Non Exempt: This is a salaried exempt position
Compensation: Open and commensurate with experience




Job Requirements

  • Undergraduate degree preferred
  • Educational concentration in business, communications, journalism, public relations, hospitality management or recreation
  • Two years experience in sales, marketing, relationship management, customer service, hospitality, membership associations and/or fundraising
  • Experience in leading a team or project to a successful outcome
  • High energy, outgoing personality
  • Strong organizational skills and attention to detail
  • Strong technical literacy including Microsoft Word, Excel, and social media
  • Diplomatic team player able to foster relationships with Members, employee partners and guests
  • (Internal candidates should be Member Relations Director STAR and BellNotes certified and/or Membership STAR and BellNotes certified)


Work Locations:Centre Club - Tampa, 123 S Westshore Blvd., Tampa, FL, 33609
Job:Member Relations
Schedule:Regular|Full-time
Shift:Open Availability