Member Experience Manager - Full-Time - Carolina Club UNC Alumni

Company: Oak View Group
Location: Chapel Hill
Posted on: June 2, 2025

Job Description:

OverviewThe Member Experience Manager plays a pivotal role in curating and enhancing the unique culture of our alumni social club, 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.This role pays an annual salary of $50,000-$55,000 and is bonus eligible.Benefits for Full-Time roles: Health, Dental and Vision Insurance, 401(k) Savings Plan, 401(k) matching, and Paid Time Off (vacation days, sick days, and 11 holidays).This position will remain open until August 29, 2025.ResponsibilitiesClub 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.MemberCommunications:
  • Develop and implement a comprehensive, multi-channel communication strategy that elevates and promotes the Clubexperience.
  • Ensure consistent messaging and storytelling to deepenmemberengagement and connection to the club.MemberJourney & Retention:
    • Lead the strategy formemberengagement, retention, and satisfaction by closely monitoringmemberinteractions, journey tracking, and key performance indicators (KPIs) such as ARMI (Attract, Retain, Motivate, Inspire) andmemberforecasting.NewMemberOnboarding:
      • Oversee the entire onboarding process, including personalized welcomeexperiences, fostering connections within the club, gatheringmemberintelligence, and ensuring name recognition and engagement from day one.Team Leadership:
        • Manage and develop theMemberExperienceteam, including hiring, training, and overseeing theMemberExperienceManager,MemberExperienceCoordinator, and Concierge.
        • Lead and guide theMemberExperienceTeam in the implementation of the strategicmembershipexperienceplan.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.Qualifications
            • A bachelor's degree with a focus in business, communications, public relations, hospitality management, or a related field required.
            • 3-5 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.
            • Experiencein event planning, creating memorableexperiences that align with company values and meet highmemberexpectations.
            • Previous roles in sales, relationship management, food and beverage operations, customer service,membership associations, or fundraising preferred.
            • Experiencein 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.
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Keywords: Oak View Group, Fayetteville , Member Experience Manager - Full-Time - Carolina Club UNC Alumni, Executive , Chapel Hill, North Carolina