Member Experience Manager | Full-Time | Ken Garff (Utah) University Center Club

Oak View Group:

Oak View Group is the global leader in venue development, management, and premium hospitality services for the live event industry. Offering an unmatched, 360-degree solution set for a collection of world-class owned venues and a client roster that includes the most influential, highest attended arenas, convention centers, music festivals, performing arts centers, and cultural institutions on the planet.

Overview:

• Curating and enhancing ‘ClubLife� and increasing Club Member Growth.
  
• Programming - Develop & ensure execution of relevant & engaging Member events and experiences specific to Club We Are/segments and ClubLife expectations.
  
• Communications - Implement thorough and consistent strategy to best communicate ClubLife through all channels, amplifying the Member story.
  
• Member Management - Champion the engagement and retention strategy for overall Member journey + tracking, ARMI, and 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.
  

Reports Directly To: General Manager

This role starts at an annual salary of $54,000 - $64,000 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 October 31, 2025.

Responsibilities:

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 and increased retention practices.
  
• Communicate to employees and Members consistently and concisely via all channels.
  
• Execute all Member Events and Programs with member and committee feedback.
  
• Onboard/ new member connect steps.
  
• Create and execute relevant programs with purpose with consideration of your Clubs Members, product, and position.
  
• Create storytelling and content focused communications.
  
• Responsible for budgeting 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 Member/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 Guest changing needs.
  

Qualifications:

About you:* Undergraduate degree preferred. Educational concentration in business, communications, journalism, public relations, hospitality management, or recreation.

• Experience of 3+ years in Hospitality, Customer Relations, or Marketing & 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.
  

Physical Requirements:

Standing, walking, exposure to temperature changes, dust, fumes, or gases, climbing/ladders, squatting/kneeling, reaching, grasping, pushing/pulling, twisting/bending, lifting/carrying/pushing/pulling up to 100 lbs on occasion, folding/unfolding, talking, hearing, and seeing.

Primary tools/equipment used in this position and approximate weight:* Computer

• Telephone
  

Attendance Requirements for this position:

Attendance Requirements for this position as outlined on the weekly schedule. Additional hours are required to meet deadlines of the position, including weekends and/or holidays.

Strengthened by our Differences. United to Make a Difference:

At OVG, we understand that to continue positively disrupting the sports and live entertainment industry, we need a diverse team to help us do it. We also believe that inclusivity drives innovation, strengthens our

people, improves our service, and raises our excellence. Our success is rooted in creating environments that reflect and celebrate the diverse communities in which we operate and serve, and this is the reason we are committed to amplifying voices from all different backgrounds.

Equal Opportunity Employer:

Oak View Group is committed to equal employment opportunity. We will not discriminate against employees or applicants for employment on any legally recognized basis (“protected classâ€) including, but not limited to veteran status, uniform service member status, race, color, religion, sex, national origin, age, physical or mental disability, genetic information or any other protected class under federal, state, or local law.