Director of Member Experience

Learn more about the job at West Lake Country Club!

Director, Member Experience (FLSA Classification: Exempt) , you will be responsible for developing, implementing, and promoting programs and events for members at the Club. Additionally, you will manage and oversee the rollout of creative and innovative educational and recreational activities while delivering exceptional experience to all age groups, focusing on Youth. You will hire, train, manage and supervise department staff; ensure delivery of services; manage and monitor department budget; ensure regulatory and safety practices are adhered to; communicate and work closely with department heads and their related teams and perform other duties as assigned.

Key Responsibilities:

• Program & Event Development: Create, implement, and promote a variety of programs and events for members of all ages. Focus on providing engaging educational and recreational activities, with special attention to youth programming.
• Innovative Programming: Lead the development and execution of creative, innovative activities that align with the Clubs mission, ensuring events are engaging, enjoyable, and inclusive for all age groups.
• Team Leadership & Supervision: Hire, train, and manage a team of youth staff. Provide guidance, mentorship, and support to ensure exceptional service and smooth event operations.
• Staff Coverage: Be responsible for ensuring adequate coverage for youth programs in the event of staff call-outs.
• Budget Management: Develop, manage, and monitor the budget for the lifestyle department. Ensure all programs and events are cost-effective while maintaining a high level of quality and member satisfaction.
• Safety & Compliance: Ensure all activities adhere to safety protocols and regulatory requirements. Conduct regular assessments to maintain safe environments for all participants, particularly for youth programming.
• Cross-Department Collaboration: Work closely with department heads (Food & Beverage, Golf, Tennis, Aquatics) to integrate their services into lifestyle programming. Collaborate to create seamless, coordinated events that enhance the overall member experience.
• Event Promotion & Communication: Effectively communicate with members and guests to promote upcoming events and activities. Collaborate with the marketing team to create promotional materials and strategies to maximize event participation.
• Program Evaluation: Continuously assess the effectiveness of programs and events through member feedback and performance metrics. Make adjustments as needed to improve programming and ensure overall member satisfaction.
• Administrative Support: Manage administrative tasks related to scheduling, registrations, event coordination, and reporting. Track program attendance, performance, and budget expenditures.
• Additional Duties: Perform other duties as assigned to support the success of lifestyle programming and the overall operation of the Club.

EDUCATION/EXPERIENCE/SKILLS:

• Bachelor’s Degree in education, event management, or recreation preferred.
• Minimum of two years related work experience in childcare and events.
• Must possess CPR and First Aid certification.
• Experience in educational program development and implementation.
• Must have knowledge of age-appropriate activities and enjoy working with all age groups.
• Proficient in Outlook, internet applications, knowledge of MS Word, Excel, and PowerPoint applications.
• Ability to establish and maintain effective relationships with members, guests, clients, and employees.
• Knowledge of and ability to perform required role in emergency situations.
• Strong organizational skills required.
• Must work in a safe, prudent, and organized manner.
• Must possess excellent communication skills including strong verbal, written and positive interpersonal skills.
• Ability to interact effectively with members, guests, and staff of diverse backgrounds, cultures, and education levels.
• Demonstrated results-oriented and capable of working with minimal direction.
• Excellent team player with ability to work hands-on in a fast-paced environment.

PHYSICAL AND MENTAL DEMANDS:

• Requires ability to safely lift items up to 30 pounds.
• Continuous walking and standing.
• Frequent lifting, bending, stooping, pulling and repetitive actions.
• Be physically able to reach, bend, and stoop.
• Be able to work in a standing position for long periods of time.
• Must be able to convey information and ideas clearly.
• Must be able to evaluate and select among alternative courses of action quickly and accurately.
• Must maintain composure and objectivity under pressure.
• Must be effective in listening to, understanding, and clarifying the concerns and issues raised by members, guests, and team members.
• Ability to project voice and get attention of and cooperation from youngsters.

TYPICAL WORKING CONDITIONS:

Work is performed in an indoor/outdoor setting, busy and noisy environment. Some varied weather conditions are expected with exposure to heat/humidity, or cool/cold weather. Varying schedule to include evenings, holidays, and extended hours as business dictates.

About West Lake Country Club:

West Lake Country Club is a welcoming community with a friendly and healthy lifestyle for all ages. We believe in a fun, active, and engaged membership, where everyone comes to play! Come enjoy a beautiful 18-hole golf course, 24/7 state-of-the-art fitness facility, 10 well-maintained tennis courts, 4 pickleball courts, dining, special events, kids’ activities, and more!