Manager of Member Experience Ken Garff; Utah University Center Club

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.

The Manager of Member Experience is responsible for leading the overall strategy, execution, and continuous evolution of the Club Life experience, ensuring meaningful engagement across the full Member journey. This role drives Member growth, engagement, and retention by curating best‑in‑class programming, storytelling, and personalized service that reflects the Club’s brand, values, and community culture. This position serves as the central steward of the Member experience overseeing events and programming, communications, onboarding, data‑driven engagement strategies, and a high‑performing Member Experience team.

The Manager partners cross‑functionally to ensure every Member touchpoint is intentional, consistent, and delivers a premium, relationship‑driven experience.

Reports Directly To:
General Manager

This role pays an annual salary of $54,000‑$64,000 and is bonus eligible.

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 May 15, 2026.

The Ken Garff University Club, located in the South End Zone of Rice‑Eccles Stadium, is a premier private social hub for alumni, faculty, staff, and the Salt Lake City community. Offering stunning views, exclusive amenities, and a vibrant calendar of events from game‑day celebrations to themed soirées, the Ken Garff University Club creates memorable moments in an unparalleled setting. The club is a unique space for dining, networking, and celebrations.

If you’re passionate about delivering exceptional member experiences in a dynamic, high‑energy environment, this is the perfect place to grow your career while being part of something truly special.

• 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 Club Life 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.

• 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.

• Undergraduate degree preferred. Educational concentration in business, communications, journalism, public relations, hospitality management, or recreation.
• Experience of 3-5+ years in Hospitality, Customer Relations, or Marketing & Communications.
• Preferred experience in one or more of the following: sales, relationship management, food & beverage operations, customer service, membership…