Member Experience Manager

Job Description

Member Experience Manager | Hardscrabble Country Club

The Tone:
This is a full-time or part-time role at Hardscrabble Country Club, located in Fort Smith, Arkansas. Hardscrabble Country Club is investing in its golf course, facilities, and most importantly, its members, as it begins its second century. This role matters profoundly as it owns the health of the Club’s membership, ensuring members remain deeply engaged, connected, and proud to call Hardscrabble home. The Member Experience Manager is the key individual who will make every member feel like they truly belong, fostering friendships, creating lasting memories, and driving overall membership retention and growth.

The TL;DR
• Role: Full Time
• Type: Full-time or Part-time
• Location: In-person, Fort Smith, AR
• Team: Reports to the Clubhouse Manager.
• Mission: Keep our membership strong, engaged, and growing by building meaningful relationships and creating exceptional member experiences.

What You’ll Actually Do
• Member Engagement & Retention: Build meaningful, lasting relationships with all members and their families, personally welcoming every new member, conducting critical follow-up meetings at 30, 90 days, six months, and one year, and proactively re-engaging underutilized or at-risk members to significantly improve their club experience.
• Membership Growth & Development: Play a vital role in growing the club by conducting comprehensive membership tours, guiding prospective members seamlessly through the application process, following up on all inquiries, and actively encouraging referrals from existing members, contributing to annual membership goals for 700+ families.
• Event Planning & Community Building: Help plan and host a wide array of engaging social and activity-based events such as New Member Mixers, family events, wine tastings, trivia nights, pool parties, sports socials, beginner clinics, and targeted gatherings for various demographics, bringing fresh ideas to generate excitement and participation.
• Member Communications Management: Keep members well-informed and connected through timely, engaging, and personal communications across multiple channels, including email, text messaging, social media, monthly newsletters, event promotions, and general club announcements.
• Membership Database & Hospitality Leadership: Maintain accurate and comprehensive member information within the database, including contact details, family members, birthdays, anniversaries, interests, and notes, while also maintaining a visible presence throughout all club facilities to greet members, learn names, and facilitate introductions.

The Must-Haves
• Background: A professional with management experience who is passionate about hospitality and building lifelong relationships, demonstrating core domain knowledge in creating exceptional customer or member experiences.
• Experience: Proven ability in one or more of the following areas: Country Clubs, Hotels & Resorts, Event Planning, Customer Success, Member Services, Marketing, Luxury Service, Community Relations, or Restaurant Management.
• Skills: Naturally outgoing, genuinely friendly and welcoming, a strong and positive communicator, highly organized, self-motivated, creative, and comfortable utilizing technology for relationship management.
• Bonus: Experience specifically from organizations renowned for their service culture, such as Disney or Chick-fil-A Leadership, or a background in Wedding & Event Venues.