Membership Experience Manager

Key Responsibilities:

• Serve as the primary point of contact for member experience initiatives.
• Build strong relationships with members to understand their preferences, feedback, and needs.
• Develop and implement programs that enhance member engagement and loyalty.
• Oversee the member journey from onboarding, ensuring a seamless and enjoyable experience.
• Collaborate with front-of-house, events, and operations teams to maintain high service standards.
• Monitor and improve touchpoints such as communications and amenities.
• Manage member feedback channels (surveys, suggestion boxes, direct interactions) and analyse data to identify trends and improvement opportunities.
• Present insights and recommendations to senior management regularly.
• Identify members to foster a sense of community and belonging for interest group through engagement.
• Partner with marketing to promote events and highlight member stories.
• Work cross-functionally with departments to ensure alignment on member priorities.
• Act as a brand ambassador for the club, representing its values and culture.

Requirements:

• Preferably a bachelor's degree in Hospitality, Business, Communications, or related field.
• 1-2 years of experience in customer/member experience, preferably in luxury, hospitality, lifestyle, or private club environments.
• Proficient in CRM systems and member engagement tools, with familiarity in member journey mapping and service design.
• Strong interpersonal and communication skills
• Able to work on weekends and public holidays