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Chase · 2 months ago

Executive Director, Head of High-Net-Worth Membership and Loyalty

450 W 33rd St, New York, NY, 10001, US

Full-time

Onsite

Senior Level, Lead/Staff

$171K/yr - $260K/yr

10+ years exp

Chase is seeking a dynamic and visionary Executive Director to serve as Head of High-Net-Worth Membership and Loyalty. This role involves leading the strategy, operations, and client experience for Client Entertainment offerings, overseeing membership programming, partner management, and loyalty benefits for high-net-worth clients.

BankingFinancial Services

Responsibilities

Develop and execute the programming and partnership strategy for Client Entertainment, including exclusive events, experiences, and collaborations with luxury and entertainment partners

Oversee the Food & Beverage management team, operating budget, and entertainment partner relationships to ensure exceptional service and operational efficiency

Lead the Client Entertainment client experience strategy, including concierge services, reservations, and CRM initiatives to deliver a seamless and personalized client journey

Manage guest feedback channels, escalation processes, and recovery strategies to ensure client satisfaction and continuous improvement

Design and implement a mystery shop and competitive intelligence program to benchmark and enhance club offerings and service standards

Oversee membership operations, including reporting, invoicing, analytics, and process optimization to support growth and retention

Provide oversight for facilities maintenance and management, ensuring club environments meet the highest standards of quality and safety

Develop and manage the benefits strategy, curating unique experiences and offerings that differentiate the Client Entertainment program and drive client loyalty

Oversee contract SLA management, ensuring all partner and vendor agreements are executed to standard and deliver on service commitments

Lead the execution of programming partnerships, collaborating with internal and external stakeholders to bring innovative client experiences to life

Qualification

Client experience strategyFinancial acumenLeadership experiencePartnership managementFacilities managementLuxury services experienceBachelor’s degreeMaster’s degreeTeam managementStrategic thinking

Required

10+ years of leadership experience in membership, loyalty, entertainment, or luxury services, with a focus on high net worth clientele

Proven track record in developing and executing programming, partnership, and client experience strategies for exclusive membership or entertainment environments

Strong financial acumen with experience managing operating budgets and vendor contracts

Exceptional leadership and team management skills, with the ability to inspire and mobilize cross-functional teams

Strategic thinker with a passion for innovation, creativity, and delivering world-class client experiences

Experience in facilities management, membership operations, and analytics

Demonstrated ability to manage complex stakeholder relationships and drive results in a highly matrixed environment

Bachelor's degree required