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Invited · 1 day ago

Director Member Experience

Centreville, VA

Full-time

Onsite

Lead/Staff, Director/Executive

3+ years exp

Invited is a leading company in the hospitality and service industry, operating over 130 private clubs nationwide. The Director Member Experience is responsible for enhancing member engagement and satisfaction through strategic planning, innovative events, and effective communication, while also managing the Member Experience team.

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Responsibilities

Develop and execute the member experience strategy, focusing on both the quantitative (improved retention, increased average member spend) and qualitative (member experience) goals

Partner with the General Manager and Department Heads to devise and execute high impact, revenue-generating strategies across departments

Leverage data analytics to monitor member engagement trends, inform strategy, and optimize retention efforts

Oversee the planning and execution of all member events and programs, ensuring they are innovative, memorable, and aligned with the club’s mission and evolving member preferences

Incorporate feedback from members and committees to ensure events remain relevant, engaging, and tailored to the diverse needs of the members

Curate a dynamic calendar of experiences that inspire participation, foster community, and elevate the overall member experience

Develop a seamless onboarding process that ensures new members feel welcomed, integrated, and connected to members and employees

Ensure that all touchpoints along the member journey are strategically planned and executed to foster engagement and satisfaction at every stage

Assist with developing retention strategies, including personalized interventions for at-risk members, to strengthen member loyalty and improve retention rates

Continuously assess and refine the member journey to adapt to member needs and club goals, focusing on early tenure management and long-term engagement

Develop and distribute a multi-channel communication strategy that consistently conveys the club’s narrative, promoting member events, activities, and initiatives through email, social media, in-club signage, and digital platform

Ensure timely and effective dissemination of key updates, reinforcing transparency and keeping members well-informed of club developments

Communicate consistently and concisely with members and employees across all channels to promote club activities and initiatives

Qualification

Member experience strategyData analyticsEvent managementCRM systemsMicrosoft Office SuiteLeadershipCustomer serviceRelationship management

Required

High school diploma or equivalent

A minimum of 3 years of experience in hospitality, customer relations, food and beverage, private events, or marketing and communications

Preferred

Bachelor's degree with a focus in hospitality management, event management, business or marketing and communications

Proven leadership ability in managing cross-functional teams and adapting to evolving operational challenges

Preferred experience in areas such as relationship management, food and beverage operations, event management, customer service or membership associations

Prior experience in leading a team or managing projects to a successful outcome is preferred

Advanced in Microsoft Office Suite, including Word, Outlook, and Excel

Experience with CRM systems, particularly Salesforce