Director of Member Experience – The Ridge Club – Sandwich, Massachusetts 160938

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Director of Member Experience

The Ridge Club, a private club located on gorgeous Cape Cod, in the quaint seaside village of Sandwich, MA. The inviting atmosphere of camaraderie and fun features an 18-hole championship golf course designed by Robert Von Hagge. Other amenities include tennis on one of the 2 Har-Tru tennis courts, the pool, junior programs for kids and organized day camps, a newly renovated clubhouse, and Members dine on Chef's culinary creations. The Ridge Club is currently seeking an outgoing and engaging Director of Member Experience, dedicated to curating and enhancing "ClubLife" and increasing Club Member Growth. Join elite and supportive Employee Partners that always have your back as you work together to deliver the best services to your members. As a part of the ClubCorp family, you will enjoy the perks of working with the best and the freedom to advance your career. 

Sums up your new role:

  • Strategic Planning - Develop and implement a comprehensive Member marketing and communication plan, including an email and social media strategy, that drives engagement and retention
  • Programming - Develop and ensure execution of relevant and engaging Member events and experiences specific to Club We Are and ClubLife expectations
  • Communications - Implement thorough and consistent marketing and communication strategies to best activate ClubLife through all channels, amplifying the Member story
  • Member Management - Champion the engagement and retention strategy for overall Member journey + tracking, ARMI, 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 At Risk Member Intervention (ARMI) and increased retention practices
  • Communicate to Employee Partners and Members consistently and concisely via all channels includes email, social media, text marketing, the app and the Members Only website
  • 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
  • Ensures the Club website content represents the Club brand and story
  • Responsible for budgeting and forecasting 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 Member/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 and 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

The Ridge Club

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