Member Experience Manager- Columbia Tower Club – Seattle, Washington 210255

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Member Experience Manager

Sums up your new Role:

The Member Experience Manager will play an integral part on the Member Experience Team supporting project work and goals. Working with the Member Experience Director to create remarkable experiences for our Club Members before, during and after every visit. What we prioritize as Warm Welcome, Magic Moments, and Fond Farewells.

  • Communications Communicate ClubLife through all channels, and take care of members needs as it relates to reservations, inquiries, preferences, etc.
  • Programming Speak to members on various topics and promote Member events, gatherings, facilities, services, and experiences
  • Member Engagement Relationship and report building with members and guests. Responsible for key ClubLife project work, i.e., execution of Birthday campaigns, reservations follow-up, invitation to signature events etc.
  • New Member Onboarding Key focus on name recognition and connection with Welcoming New Members to the Club

Day to Day:

  • Assist Member Experience Director with managing concierge staff and scheduling 
  • Event registration confirmations
  • Set up for Member check-in i.e.
    • Name Badges
    • Welcome Signs
  • Event set up of decor or warm welcomes
  • Thank you cards to speakers
  • Photos of event
  • New Member welcome calls | warm welcome | invitation to New Member Facebook group
  • Social Media
    • Responding to posts
    • Creating copy
    • Verifying event calendar accurate on Facebook page
  • Members First updates to events and registration
  • Update in Club marketing i.e., Posters, table tents, enplug etc
  • Support Member outreach calls or data entry in Tableau
  • Support in completion of New Member data entry and follow-up
  • Running Member Birthday/Anniversary list for engagement
  • Support in processing Resignations and follow up
  • Define Magic Moments and execute within the Club
  • Write personalized postcards to invite members to events
  • Work with department heads to identify, complete, and implement one unified annual Club calendar of Member events
  • Function as the Club representative on various Member committees

All the other stuff we do:

  • Adhere to all company, club and department standards of operations, policies, and procedures whether written or verbal
  • Conduct ourselves professionally and respectfully
  • Work safely
  • Attend daily line-up and participate as requested
  • Take pride in our appearance by arriving to work in a clean and neat uniform and properly groomed according to Club standards
  • We are open, flexible, and adaptable to take care of our Members and Guest changing needs
  • Understand service recovery procedures for Member/Guests
  • Notify department head of Member/Guest complaints. Rectify by using service recovery procedures as soon as possible
  • We are ready to assume different responsibilities as needed and requested as an essential part of our jobs

About you:

  • Minimum of one-year experience in hospitality business or a similar role
  • Service oriented mindset making every guest feel valued
  • A people person with a can-do attitude and willingness to go above and beyond to deliver an exceptional Member experience
  • Problem solver 
  • Strong communication skills verbal, written, phone, text, and social media communications
  • Work well under pressure, coordinating multiple tasks at any given time
  • Strong organizational skills and attention to detail
  • Positive phone demeanor
  • Advanced working with Microsoft Office Suite, including Word, Outlook, and Excel
  • Positive attitude and be willing to work as part of a team

Apply Now

210255
https://ecwl.fa.us2.oraclecloud.com/hcmUI/CandidateExperience/en/sites/CX_3001/requisitions/job/210255