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Director of Marketing & Member Experience

Gleneagles Country Club

This is a Full-time position in Plano, TX posted July 12, 2021.

Director of Marketing and Member Experience
Gleneagles Country Club is currently seeking an outgoing and engaging Director of Marketing and Member Experience, dedicated to curating and enhancing “ClubLife”” and increasing Club Member Growth. Create a community within your club by working with your elite Employee Partners to build relationships with Members and deliver the best in Member services.

Sums up your new role:

  • Strategic Planning: Develop and implement a comprehensive Member marketing and communication plan, including an email and social media strategy, that drives engagement and retention
  • Programming: Develop and ensure execution of relevant and engaging Member events and experiences specific to Club We Are and ClubLife expectations
  • Communications: Implement thorough and consistent marketing and communication strategies to best activate ClubLife through all channels, amplifying the Member story
  • Member Management: Champion the engagement and retention strategy for overall Member journey + tracking, ARMI, forecasting
  • New Member Onboarding: Develop and be accountable for New Member Welcome and Connect Steps, Member Intel, and Name Recognition
  • Supervise Member Experience Team: Project management, budgeting, staffing, hiring, and training of Member Experience Manager, Member Experience Coordinator, and ClubLife Concierge

Day to Day:

  • Focus on both the quantitative (Member Growth) and qualitative (Member Experience) goals of the Club
  • Lead Member Experience Team in executing Membership Experience strategic plan
  • Create ClubLife experience according to brand standards
  • Ensuring a vibrant and connected member community
  • Focus on At-Risk Member Intervention (ARMI) and increased retention practices
  • Communicate to employees and Members consistently and concisely via all channels includes email, social media, text marketing, the app, and the Members Only website
  • Execute all Member Events and Programs with member and committee feedback
  • Onboard and New Member Connect Steps
  • Create and execute relevant programs with purpose and with consideration of your Clubs Members, product, and position
  • Create storytelling and content focused communications
  • Ensures the Club website content represents the Club brand and story
  • Responsible for budgeting and forecasting of dues lost, resignations, and downgrades

All the other stuff we do:

  • Adhere to all company, club, and department standards of operations, policies, and procedures whether written or verbal
  • Act with integrity
  • Conduct ourselves professionally and respectfully
  • Communicate effectively
  • Work well under pressure, coordinating multiple tasks at any given time
  • Solve problems, utilizing all available resources including regional and corporate staff
  • Work safely and ensure others are too
  • Attend meetings as required or requested
  • Understand service recovery procedures for Members/guests
  • Notify GM and/or department head(s) of Member/guest complaints. Rectify by practicing service recovery as soon as possible
  • Remain, open, flexible, and adaptable to take care of our Members and guests changing needs
  • We are ready to assume different responsibilities as needed and requested as an essential part of our jobs

About you:

  • Undergraduate degree preferred. Educational concentration in business, communications, journalism, public relations, hospitality management or recreation
  • Experience of 2 – 4 years in Hospitality, Customer Relations, or Marketing and Communications
  • Prefer experience in one or more of the following: sales, relationship management, food & beverage operations, customer service, membership associations, and/or fundraising
  • Prior experience in leading a team or project to a successful outcome is preferred
  • Advanced knowledge working with Microsoft Office Suite, including Word, Outlook, and Excel
  • CRM/Salesforce

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