Membership Engagement Manager

Job Title
:
Membership Engagement Manager

Reports to
:
Director of Membership

Job Summary
:

The Membership Engagement Manager is responsible for ensuring an exceptional and memorable experience for all members of the Union League Club of Chicago. This key role serves as the primary liaison between club management and members, with a focus on enhancing member engagement, retention, and overall satisfaction. The Membership Engagement Manager will attend member events, manage member inquiries, foster positive relationships, and act as an ambassador for the club’s values and services.

A significant component of this role is to manage membership resignation and holds, using strategic approaches to prevent member cancellations and ensure long-term satisfaction.

• Develop and maintain strong relationships with new and existing members, ensuring a seamless and exceptional club experience.
• Serve as a primary point of contact for member inquiries, offering personalized assistance and solutions to meet their individual needs.
• Attend and engage in member events, networking opportunities, and social gatherings to build rapport and foster a welcoming, inclusive environment.
• Monitor member satisfaction through surveys, feedback, and informal conversations, identifying areas of improvement to enhance overall member experience.

• Manage membership resignations and requests for holds with the goal of preventing cancellations and improving retention.
• Develop and implement retention strategies, including personalized outreach, follow-up communications, and resolving any issues or concerns that may lead to resignation.
• Analyze membership trends and feedback to identify patterns or issues that may be affecting retention and proactively address them.
• Act as a staff liaison between club management and the membership at large, communicating any updates, changes, or new offerings effectively.
• Represent the club’s mission and values to prospective and current members, serving as an ambassador for the club in various events and interactions.
• Support the onboarding of new members, ensuring they are welcomed, oriented, and fully integrated into the club culture.

• Work with interest groups, committees, and special initiatives to ensure members' needs and desires are being met within the club.
• Promote member engagement and encourage active participation in interest groups, events, and programs, helping to create an environment that fosters collaboration and growth.

• Maintain accurate records of member interactions, satisfaction, and feedback.
• Regularly report on member trends, resignations, holds, and other relevant metrics to senior management.

Qualifications
:

• Ability to work varied hours during the week with rare weekend events as needed.
• Bachelor's degree in Business, Hospitality Management, Marketing, or related field preferred.
• 3+ years of experience in a membership management, client relations, or similar customer-facing role preferred.
• Exceptional interpersonal and communication skills, with the ability to build rapport and relationships with a diverse membership base.
• Strong problem-solving skills, especially in handling sensitive member concerns or resignation requests.
• Proactive, resourceful, and solutions-oriented, with the ability to anticipate member needs and act swiftly.
• Previous experience in a private club, hospitality, or luxury service environment is a plus.
• Ability to maintain discretion and confidentiality, especially when dealing with member issues or concerns.
• A passion for delivering outstanding service and creating exceptional member experiences.
• Competitive salary and performance-based incentives