Director of Member Experience

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Job description

Oak View Group:
Oak View Group is the global leader in venue development, management, and premium hospitality services for the live event industry. Offering an unmatched, 360-degree solution set for a collection of world-class owned venues and a client roster that includes the most influential, highest attended arenas, convention centers, music festivals, performing arts centers, and cultural institutions on the planet.

Position Summary:
The Director of Member Experience plays a pivotal role in curating and enhancing the unique culture of our alumni social club at Texas Tech, driving member engagement, and fostering growth. This leadership position oversees all aspects of member experience, from onboarding new members to maintaining ongoing member satisfaction through targeted programming and personalized service. This role reports into the General Manager and has 2-4 direct reports and will direct other department teams as required for membership initiatives and service requirements.

For FT roles: Benefits: Health, Dental and Vision insurance, 401(k) savings plan, 401(k) matching, and paid time off (vacation days, sick days, and 12 holidays).

Salary range is $55,000 to $60,000 plus bonus

Role expires 12/31/2024

Responsibilities:
Club Programming:
Design and oversee the execution of engaging, relevant events and experiences tailored to the interests of various member segments, in alignment with the club's standards of excellence and lifestyle expectations. Design and execute meaningful programs that reflect the club's unique identity, membership needs, and brand positioning. Oversee the planning of all member events and programs, incorporating feedback from members and committees.

Member Communications:
Develop and implement a comprehensive, multi-channel communication strategy that elevates and promotes the Club experience. Ensure consistent messaging and storytelling to deepen member engagement and connection to the club.

Member Journey & Retention:
Lead the strategy for member engagement, retention, and satisfaction by closely monitoring member interactions, journey tracking, and key performance indicators (KPIs) such as ARMI (Attract, Retain, Motivate, Inspire) and member forecasting.

New Member Onboarding:
Oversee the entire onboarding process, including personalized welcome experiences, fostering connections within the club, gathering member intelligence, and ensuring name recognition and engagement from day one.

Team Leadership:

Manage and develop the Member Experience team, including hiring, training, and overseeing the Member Experience Manager, Member Experience Coordinator, and Concierge. Lead and guide the Member Experience Team in the implementation of the strategic membership experience plan.

Data Analytics and Reporting:

Drive both quantitative goals, such as membership growth, and qualitative objectives, such as enhancing the overall member experience. Using club data,

manage budgeting processes, including forecasting for membership dues, resignations, and downgrades. Lead project management, budget oversight, and ensure that all member-focused initiatives are delivered with the highest standard of service.

Other duties as assigned.

Qualifications:
A bachelor's degree with a focus in business, communications, public relations, hospitality management, or a related field required.

5-7 years of experience in hospitality, customer relations, or marketing and communications.Preferred experience in member experience management, ideally within luxury, hospitality, or exclusive club environments.

Experience in event planning, creating memorable experiences that align with company values and meet high member expectations.

Previous roles in sales, relationship management, food and beverage operations, customer service, membership associations, or fundraising preferred.

Experience in leading a team or managing projects to successful outcomes.

Proficient in Microsoft Office applications, including Word, Outlook, and Excel.

Strong analytical skills to forecast needs and track engagement metrics, and drive growth strategies. Familiarity with CRM platforms, such as Salesforce, required.

Due to the nature of the Social Club schedule, attendance is required nights and weekends for large scale events, which may include holidays.

This position is required to be onsite.

Strengthened by our Differences. United to Make a Difference:
At OVG, we understand that to continue positively disrupting the sports and live entertainment industry, we need a diverse team to help us do it. We also believe that inclusivity drives innovation, strengthens our people, improves our service, and raises our excellence. Our success is rooted in creating environments that reflect and celebrate the diverse communities in which we operate and serve, and this is the reason we are committed to amplifying voices from all different backgrounds.

Equal Opportunity Employer:
Oak View Group is committed to equal employment opportunity. We will not discriminate against employees or applicants for employment on any legally recognized basis ("protected class") including, but not limited to veteran status, uniform service member status, race, color, religion, sex, national origin, age, physical or mental disability, genetic information or any other protected class under federal, state, or local law.

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