Member Experience Director

Position Summary

The Director of Member Experience is responsible for the design, execution, and continuous elevation of the Club's social, family, and special-event programming, and for building genuine member engagement across all demographics. This role owns the member-facing calendar and the data, technology, and vendor relationships that support it — ensuring every member touchpoint reflects the Club's commitment to hospitality and community. The Director collaborates closely with Food & Beverage, Athletics, and all operating departments to deliver a seamless, memorable member experience.

Essential Duties & Responsibilities

Member Experience & Events

• Develop and manage the Club's annual calendar of social, family, holiday, and special events.
• Plan, organize, and execute member events, including holiday celebrations, family activities, wine dinners, member mixers, theme parties, children's programming, educational and cultural events, and seasonal traditions.
• Create detailed event timelines and coordinate logistics with all departments.
• Be present during events to ensure exceptional execution and member satisfaction.
• Continually evaluate and improve the member experience through creativity and innovation.

Member Engagement

• Build strong relationships with members and guests.
• Welcome new members and assist in creating an engaging club experience.
• Develop new programming that appeals to all demographics.
• Gather member feedback and recommend improvements based on participation and satisfaction.
• Serve as a visible ambassador throughout the Club.

Data, Surveys & Technology

• Develop and administer member satisfaction surveys; analyze results and present recommendations to leadership.
• Monitor event attendance, participation trends, and member engagement metrics.
• Prepare reports using participation and satisfaction data.
• Utilize club technology platforms to improve communication and member engagement.
• Manage online event registration, waitlists, and attendance tracking.
• Evaluate and recommend new technologies that improve the member experience.

Club Collaboration

• Work closely with Food & Beverage, Catering, Racquet Sports, Fitness, Aquatics, Golf, and all operational departments.
• Coordinate entertainment, vendors, rentals, and outside services.
• Lead cross-departmental planning meetings for major club events.
• Support departments with special projects and member engagement initiatives.

Financial Responsibilities

• Develop and manage annual event budgets.
• Monitor expenses and event profitability.
• Negotiate contracts with vendors and entertainers.
• Evaluate event performance and return on investment.
• Recommend improvements based on financial and participation data.

Leadership

• Recruit, train, supervise, and mentor event staff and volunteers as assigned.
• Foster teamwork and collaboration throughout the Club.
• Promote a culture of hospitality, accountability, and continuous improvement.
• Serve as a positive leader and role model for employees.

Qualifications

• Bachelor's degree in Hospitality Management, Event Management, Communications, Business Administration, or related field preferred.
• Three to five years of leadership experience in private clubs, hospitality, hotels, resorts, or event management.
• Strong leadership, communication, and interpersonal skills.
• Excellent organizational and project management abilities.
• Experience planning and executing large-scale events.
• Strong analytical skills with experience utilizing survey data and performance metrics.
• Proficiency with Microsoft Office and club management software.
• Experience with event registration systems and technology platforms.
• Ability to manage multiple projects simultaneously.
• Ability to work evenings, weekends, and holidays as required.

Physical Requirements

• Ability to stand and walk for extended periods during events.
• Ability to lift up to 30 pounds.
• Ability to work indoors and outdoors in varying weather conditions.

Success in This Role

A successful Director of Member Experience is a visible leader who is passionate about hospitality, people, and continuous improvement. This individual creates memorable member experiences, using data, technology, and member feedback to guide decisions and enhance the overall Club experience — helping ensure that every member interaction reflects the Club's commitment to excellence and exceptional service.

Pay: $70,000.00 - $105,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee discount
• Flexible schedule
• Health insurance
• Life insurance
• Paid time off
• Professional development assistance
• Tuition reimbursement
• Vision insurance

Application Question(s):

• Are you able and willing to work evenings, weekends, and holidays as required?

Education:

• Bachelor's (Required)

Experience:

• leadership experience in private clubs or hospitality: 3 years (Required)
• event registration systems and technology platforms: 1 year (Required)

Ability to Commute:

• Wilmette, IL 60091 (Required)

Work Location: In person