The Manager of Member Experience will manage and develop the Member Experience staff, with the focus on club service, satisfaction and retention. Will be responsible for helping to plan and manage the strategy, service culture, development and budget of the Member Experience team.  

KEY RESPONSIBILITIES:

• Hire, train and coach Member Experience staff.
• Actively support the development of staff members by mentoring, providing direction and performance feedback.
• Create and implement member service and retention strategies that align with organizational objectives and departmental goals.
• Support Member Experience staff by focusing on intentional engagements and a touchpoint program to build customer relationships and increase retention rates.