Director, Member Experience

Role overview

The Director, Member Experience will lead efforts to strengthen the member journey, deepen engagement, and support revenue growth, retention, and satisfaction in line with the club’s strategic goals. This leadership role is responsible for designing and delivering the member experience roadmap, including events, programs, onboarding, and communication initiatives that build a strong and connected member community.

Working within a hospitality and service-focused environment, this position also helps shape the club’s story across multiple communication channels and ensures that member touchpoints are consistent, welcoming, and effective. The role may also oversee the Member Experience team, including planning, budget oversight, staffing, recruitment, and training.

Organization overview

The club is part of a large private-club network founded in 1957 that focuses on building relationships and enriching the lives of members, guests, and employees. The organization operates more than 130 private clubs across the country and offers amenities such as golf courses, workspaces, dining, pools, racquet facilities, and fitness centers.

Key responsibilities

• Design and carry out the member experience strategy with clear goals for retention, spending, and overall satisfaction.
• Work with the General Manager and department leaders to create revenue-focused initiatives across the club.
• Use member data and engagement trends to guide decisions and improve loyalty efforts.
• Plan and deliver member events and programs that are creative, memorable, and aligned with club goals.
• Gather and apply feedback from members and committees so experiences stay relevant and engaging.
• Build a varied calendar of activities that encourages participation and strengthens community.
• Create an effective onboarding process that helps new members feel welcomed and connected quickly.
• Manage important stages of the member journey, including early tenure support and intervention for members at risk of leaving.
• Review and improve retention practices to support long-term member loyalty.
• Develop a communication plan using email, social media, signage, and digital platforms to share club news, initiatives, and events.
• Ensure member updates are timely, clear, and consistent across all channels.
• Supervise the Member Experience team when applicable, including project coordination, budgeting, hiring, staffing, and training.
• Support cross-department collaboration and help solve operational challenges as they arise.
• Carry out additional duties assigned by management and assist where needed to keep club operations running smoothly.

Requirements

• High school diploma or an equivalent qualification.
• At least 5 years of experience in hospitality, customer relations, food and beverage, private events, or marketing and communications.
• At least 3 years of experience in a leadership or management position.
• Ability to work in a fast-moving club environment and handle changing priorities.
• Strong leadership skills with experience guiding cross-functional teams.
• Preferred background in hospitality management, event management, business, or marketing and communications.
• Preferred experience in relationship management, food and beverage operations, event management, customer service, or membership associations.
• Preferred history of leading teams or managing projects successfully.
• Strong working knowledge of Microsoft Office, including Word, Outlook, and Excel.
• Experience using CRM platforms, especially Salesforce, is preferred.
• Ability to stand, walk, and remain physically active for long periods.
• Comfort working in different temperatures and environments, including possible exposure to dust, fumes, or gases.
• Ability to climb ladders and perform movements such as squatting, kneeling, reaching, grasping, twisting, bending, and folding or unfolding.
• Good communication skills, including the ability to see, speak, and hear effectively.
• Availability to work according to the weekly schedule, including additional hours when needed to meet deadlines, as well as weekends and/or holidays.

Benefits

• Medical, dental, and vision insurance.
• Life insurance.
• Short-term and long-term disability coverage.
• 401(k) retirement savings plan.
• Paid time off and leave programs, with legally required time off also available for eligible part-time team members.

Additional information

This is a full-time, onsite position based in Anthem, Arizona, at 2708 W Anthem Club Dr, Anthem, AZ 85086, US. The role reports to the General Manager. Job identification number: 242617. Job category: Member Experience. Business unit: Anthem Golf & Country Club.

The employer emphasizes equal employment opportunity and notes that the posting is a general guide to the role rather than a complete list of duties or requirements. Other tasks may be assigned to support the club’s operations. Team members are expected to follow company, club, and department policies, maintain professionalism and integrity, support safe work practices, pursue growth and certifications as needed, and collaborate with regional and corporate teams when challenges arise.

Work environment and schedule

The schedule is full time, with attendance required as outlined on the weekly schedule. Extra hours may be necessary to meet deadlines, including work on weekends and/or holidays. The position also requires a high level of professionalism and consistent interaction with members, colleagues, and staff.