The Director of Member Experience reports to the CWeO / Regional Head of Operations and works closely with the Global Member Experience team.
This person is primarily responsible for the planning and execution of new and existing member experience / hospitality initiatives and the development and compliance of member facing steps of service and rules of engagement.
The role serves as active liaison with all departments at the regional and corporate level whose actions directly or indirectly drive impactful member experiences.
Responsibilities range from high-level strategy development to tactical execution and implementation, and they include concept creation, project management, training and implementation of hospitality and service-
based programming, member-facing brand and hospitality (service) compliance audits in the field, and managing new and existing hospitality partner relationships.
Success in this role will be increased member loyalty, retention and member happiness metrics.
Essential Functions and Responsibilities :
Regional Member Experience Strategy :
Work in collaboration with regional team and global member experience team to set, manage, and execute quarterly goals
Assist in developing and implementing strategic plans to deepen member relationships and in turn grow membership
Assist in establishing, monitoring, and engaging in improvement planning as a result of member feedback
Maintain an informed perspective of the department, the team, regional culture and initiative progress
Develop a process to regularly communicate progress to department leadership and cross-functional teams
Community and Hospitality Brand Standards :
Partner with global member experience team in creating hospitality, events, and F&B regional specific standards
Champion our hospitality standards in your market and drive implementation and accountability, ensuring that standards are being met in each building within your region
Partner with key players to identify when service levels fall below acceptable levels as predetermined by goals and standards of performance and develop a plan of action
Member Experience Optimisation :
Oversee all hospitality education at a regional level
Actively teach and coach our Global Hospitality Curriculum and oversee the adoption of hospitality mindset
Drive Community Teams to embody the true spirit of hospitality as a core differentiating competency
Act as a resource to community teams for hospitality initiatives and feedback
Collaborate with other departments to execute, monitor, and tweak member experience programs for effectiveness to ensure a seamless member experience
Assist in developing and modeling a positive work environment where co-workers thrive and the organization achieves optimal results
F&B and Event :
Work within partnership with Operations to develop F&B concept elevating the member experience
Work with regional leadership to create a new opportunity for untapped site rentals and event space sales, paying specific attention to F&B partnerships, menu development, pricing, and legal administration
Critical Competencies for Success :
Effective Communicator, Collaborator and Leader
Experience & Requirements :
10+ years in Hospitality Management
5+ years in leading project teams or direct reports
Experience in hospitality concept development
Demonstrated leadership and vision in managing projects and teams
Confidence in working under pressure, time-sensitive, and rapidly evolving situations
Advanced spreadsheet, presentation, and document processing skills
Ability to work flexible hours and travel extensively