Director Member Experience in Akron

About the Club

Firestone Country Club | Championship Golf in Akron is a premier private club founded in 1957, offering members first‑class amenities such as championship golf courses, modern work spaces, handcrafted cuisine, resort‑style pools, state‑of‑the‑art racquet facilities, fitness centers, and more. With over 130 clubs nationwide, our mission is to build relationships and enrich the lives of members, guests, and employees.

The Director Member Experience is responsible for shaping and enhancing the overall member experience to drive revenue, member engagement, retention, and satisfaction in alignment with the club’s strategic plan. This role includes developing and executing the Member Experience strategic plan, member events, and programs that increase revenue and engagement across all areas of the club. The director manages the new member journey—from onboarding to early tenure and at‑risk member intervention—with a strong focus on retention and continually innovates member events and experiences.

• Reports to the General Manager

• Develop and execute the member experience strategy, focusing on both quantitative goals (retention, member spend) and qualitative goals (overall experience).
• Partner with the General Manager and department heads to devise and execute high‑impact, revenue‑generating strategies across departments.
• Leverage data analytics to monitor member engagement trends, inform strategy, and optimize retention efforts.
• Oversee the planning and execution of all member events and programs, ensuring they are innovative, memorable, and aligned with the club’s mission and evolving member preferences.
• Incorporate feedback from members and committees to keep events relevant, engaging, and tailored to diverse member needs.
• Curate a dynamic calendar of experiences that inspire participation, foster community, and elevate the overall member experience.
• Develop a seamless onboarding process that welcomes new members, integrates them, and connects them to members and employees.
• Ensure that all touchpoints along the member journey are strategically planned and executed to foster engagement and satisfaction.
• Assist with developing retention strategies, including personalized interventions for at‑risk members.
• Continuously assess and refine the member journey to adapt to member needs and club goals, focusing on early tenure management and long‑term engagement.
• Develop and distribute a multi‑channel communication strategy that conveys the club’s narrative and promotes member events, activities, and initiatives through email, social media, in‑club signage, and digital platforms.
• Ensure timely and effective dissemination of key updates, reinforcing transparency and keeping members well‑informed of club developments.
• Communicate consistently and concisely with members and employees across all channels to promote club activities and initiatives.

• Exhibit strong leadership in navigating dynamic club operations, proactively resolving challenges, and inspiring cross‑department collaboration.
• Assist others as needed and take on additional tasks as assigned by management.
• Follow all company, club, and department policies, procedures, and instructions.
• Represent the company’s management team by supporting and enforcing policies while maintaining the highest standards of ethics and integrity.
• Maintain a high level of professionalism and commitment to excellence in interactions with members, colleagues, and staff.
• Promote and follow safe working practices, ensuring compliance with safety guidelines and encouraging others to do the same.
• Take the initiative in personal and professional growth and maintain any required certifications relevant to your role.
• Address and resolve challenges using available resources, working with regional and corporate teams to support club operations.
• Support the overall efficiency of the team by collaborating and contributing to the club’s goals.

• High school diploma or equivalent.
• 5 years of experience in hospitality, customer relations, food and beverage, private events, or marketing and communications.
• 3 years of…