Director of Member Experience in CA-Los Angeles-City Club Los Angeles at Clubcorp

Date Posted: 7/21/2020

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Job Description

Job Summary

Director of Member Experience - (204535 )


Director of Member Experience

The City Club of LA is currently seeking an outgoing and engaging Director dedicated to curating and enhancing "ClubLife" and increasing Club Member Growth. 

This leader has...
  • Integrity, creativity, & the professional presence to represent the Club
  • Team Leadership Skills with Project Management Experience
    • Proven Experience to Set Organized Strategy & Vision
    • Proven Experience to Delegate & Ensure Execution
    • Proven Experience to Motivate & Train Team Members
  • Experience of 2 – 4 Years in Hospitality, Customer Relations, Marketing & Communications

Priorities and Key Areas of Focus: Membership Growth

  • Programming = Develop & ensure the execution of relevant & engaging Member events/experiences specific to Club We are & ClubLife expectations
  • Communications = Implement thorough & consistent strategy to best communicate ClubLife through all channels, amplifying the Member story
  • Member Management = Champion the engagement & retention strategy for overall Member journey tracking, ARMI, forecasting
  • New Member Onboarding = Develop & be accountable for New Member Welcome & Connect Steps, Member Intel, & Name Recognition
  • Supervise Member Experience TEAM = Project management, budgeting, staffing, hiring & training of Experience Manager & ClubLife concierge
About The Role: 
  • RESPONSIBILITY: You will work as a key Department Head on the Club Leadership team that is focused on both the quantitative (Member Growth) & qualitative (Member Experience) goals of the Club, reporting directly to the Club General Manager
    • Creating ClubLife experience according to brand standards
    • Ensuring a vibrant & connected member community
    • Focusing on At Risk Member Intervention & increased retention practices
  • TEAMWORK: You will work alongside the Executive Chef and F&B/Service Director as a part of the team, overseeing (pending structure of Club) the Member Experience Manager & ClubLife Concierge Team to execute the Club's united strategic plan & uphold brand integrity 
    • Creating Member Welcome & arrival Experience
    • Communicating to employee partners & Members consistently & concisely via all channels
    • Executing all Member Events & Programs with member & committee feedback 
  • COLLABORATION: You will receive guidance & support with opportunities for collaboration & innovation with fellow Clubs
    • Customize "freedom within the framework" marketing & programs to meet Club standards
    • Share best practices & new ideas across markets to leverage relevance & trends
    • Strategize how to constantly improve Member Growth

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

Work Locations:City Club Los Angeles, 555 S. Flower St. 51st Flr, Los Angeles, CA, 90071
Job:Member Relations
Shift:Open Availability