Member Success Specialist

Club Vision:

Blackhawk Country Club will be the premier full-service club in the East Bay, where members gather as a community and create lifelong connections through exceptional experiences in an incomparably beautiful setting.

As a member of the Blackhawk Country Club team, you play an integral role in advancing our Club’s Vision and Strategic Plan. You will be expected to adhere to our  6B's,  which outline the fundamental expectations we have of every employee. Additionally, we rely on you to embody our HAWKS CODE culture, bringing it to life through your language, attitude, and actions.

Position Summary The Member Concierge is responsible for strengthening member engagement, satisfaction, and retention at Blackhawk Country Club. This position serves as a primary relationship resource for members and a key liaison between the membership and the Club's various departments and leadership teams.

The Member Concierge will proactively learn the needs, interests, and usage patterns of Blackhawk's membership and use data and personal relationships to identify opportunities to increase engagement and improve the overall member experience. This includes onboarding new members, monitoring member engagement and usage, identifying members who may be at risk of leaving, managing and maintaining member account information, facilitating connections throughout the Club, and developing initiatives that encourage members to become more active and connected.

This position will work closely with the Membership team and department leaders across the Club to ensure members receive a consistent, personalized, and high-quality experience. The Member Concierge will also play an important role in increasing member referrals, improving Net Promoter Score (NPS), reducing member attrition, and strengthening long-term member loyalty.

The ideal candidate is highly personable, organized, proactive, data-driven, and passionate about creating exceptional member experiences. They should be equally comfortable building relationships with members, analyzing engagement data, coordinating with department leaders, and identifying opportunities to improve the Club. This position is also eligible for a quarterly bonus.

Essential Duties and Responsibilities The essential functions include, but are not limited to the following:

Drive Member Retention & Engagement:
Monitor member engagement, usage, satisfaction, and other key data to identify opportunities to increase participation and strengthen member relationships. Proactively engage members who may be at risk of leaving, serve as the primary point of contact for cancellation requests, and manage an exit survey to understand why members leave the Club. Develop and implement action plans to address trends and reduce annual member attrition.

Own the New Member

Experience:

Lead the onboarding and integration of new members, ensuring they understand and utilize Club amenities, programs, and services while helping them build connections within the Club community.

Build Member Relationships:
Develop strong, personal relationships with members and serve as a trusted resource for questions, concerns, recommendations, and navigating the Club.

Manage Member Data & Accounts:
Maintain accurate and complete member profiles and account information, manage engagement data, and utilize reporting and analytics to identify trends and opportunities.

Coordinate Across Departments:
Serve as a liaison between members, the Membership team, and Club departments to communicate member needs, resolve issues, and create a consistent and connected member experience.

Develop Member Experience Initiatives:
Gather and analyze member feedback and recommend new programs, services, communications, and initiatives designed to improve engagement, satisfaction, and Net Promoter Score (NPS).Member Relationship Management:
Build relationships across diverse member groups while maintaining appropriate professional boundaries. Recognize member milestones, preferences, and opportunities to create personalized experiences. Then partner with Club leadership to create Magic Moments.

Increase Member Referrals & Advocacy:
Identify and cultivate highly engaged members as Club advocates and develop opportunities to increase member referrals and participation in membership growth initiatives.

Support Membership Strategy:
Partner with Membership and Club leadership on retention initiatives, member research, surveys, special projects, and other strategies designed to…