Manager Member Experience in Waco, TX at Baylor Club

Date Posted: 12/6/2022

Job Snapshot

Job Description

Member Experience Manager

Sums up your new Role:

Curating and enhancing 'ClubLife' and increasing Club Member Growth by ensuring execution of programming and communications for Club.

  • 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 strategy to best communicate ClubLife through all channels, amplifying the Member story

Day to Day:

  • Communicate to Employee Partners and Members consistently and concisely via all channels
  • Execute all Member Events and Programs with member and committee feedback
  • Create and execute relevant programs with purpose with consideration of your Club Members, product, and position
    • PURPOSE: Set the vision and expectation
      • Connecting and Engaging our Members
      • Member Value
      • Drive Revenue
      • Invite and Partner with Community Audience or aligned Brand
      • Signature Events | Holidays | Charity Classic
      • Ongoing |Meet-Up
      • Meet-up
      • Committee Management
      • Quarterly game plan/Monthly Calendars
      • Ongoing content calendar
    • EXECUTION(Engagement Coordinator + Operations)
      • BEO P&L
      • Promotion Marketing
      • Decor
      • Booking Talent
      • Story Telling Capture at Event
  • Create storytelling and content focused communications
    • Uphold Brand Standards as provided per segment
    • Content Plan: Make Members and Experience the Hero of the Communications Story
      • Membership Recognition (Social Media + in GM Message)
        • Testimonials
        • Success Stories
        • Profiles/Interviews
      • Events/Programming (Email 1x Week + ONE CLICK REGISTRATION + On APP + Social)
        • Story Telling from Past Events with Pictures Video
        • Promote future events with Purpose and Experience (not just logistics)
        • Priority Promotion based on Registration Needs
      • Sales Promotions (In Club Social Media)
        • Private Events
        • Member Referral
      • Operational/Admin
        • GM Message - Positive consistent communications (Have you seen, direct back to Member stories on social)
        • Club closures
        • Updates
        • Weather
        • Crisis Management

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 using service recovery procedures as soon as possible
  • Remain, open, flexible, and adaptable to take care of our Members and Guest changing needs

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 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


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