Director Member Experience in Hilliard, OH at Heritage CC, LLC

Date Posted: 2/27/2023

Job Snapshot

Job Description


Job Summary

We seek a revenue-focused and customer-obsessed leader in Hillard, OH, to lead our Member Experience Department at Heritage Country Club. This person will work closely with the Club’s General Manager and across all departments to positively impact revenue, experience, and engagement. The Director of Member Experience is responsible for increasing participation and Member engagement through relevant programs, events, and experiences for the Members and guests at the Club by focusing on executing the Member Experience strategy, events, and Club communication. The ideal candidate will be a strategic thinker and connector, able to work well under pressure, coordinate multiple tasks, solve problems, and enjoy working in a collaborative team environment. To be successful in this role, you will have a passion for hospitality, experience in customer success management, and high-level communications and team leadership skills.

Day To Day

  • Lead & supervise the Member Experience Department – Project management, budgeting, staffing, hiring, and training of Member Experience Manager, Member Experience Coordinator, and ClubLife Concierge (dependent upon Club structure)
  • Strategy Building – Responsible for the programming strategy at the Club built on quantitative Member data and qualitative feedback.
  • Revenue driver – Works and directs revenue strategies across all Club departments.
  • Collaborative Ideation – Be the catalyst that inspires and champions the social calendar ideation.
  • 360 Planning – Develop and ensure execution of relevant and engaging Member events and experiences and coordinate all aspects of event planning and execution.
  • Reporting & Insights – Responsible for consistently gathering actionable Member feedback to evolve reoccurring events and inform future strategies. Successfully track, communicate, and report key KPIs for each Member event to ensure elevated and optimized programming and pre-and post-event P&L for all events.
  • New Member Management –responsible for engagement strategies and monitoring the Member Journey connect activities that drive revenue and increased spending.

About You

  • Experience of 3 – 5+ Years in Hospitality, Event Management, Marketing Communications, Premium Suites, or Customer Relations
  • Prefer experience in one or more of the following: membership associations, events, hospitality, sales, relationship management, marketing, food beverage operations, customer service, and/or fundraising.
  • Experience with creating and implementing strategies that drive revenue and Club usage.
  • Data and analytical thinker that leads strategy-based initiatives.
  • Prior experience in leading teams or projects to successful outcomes is preferred.
  • Undergraduate degree. Educational concentration in hospitality management, business, sports management, communications, journalism, public relations, or recreation
  • Advanced knowledge working with Microsoft Office Suite, CRM/Salesforce, Canva, Facebook, and Instagram platforms, and strong technical literacy with the ability to work in multiple systems.
  • High energy, outgoing personality, and strong communicator
  • Organizational and time management skills with attention to detail

Invited is an Equal Employment Opportunity Employer / Invited participates in E-Verify. 

This job post is intended to describe the general requirements for the position. It is not a complete statement of duties, responsibilities, or requirements. Other duties not listed here may be assigned as necessary.  


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