Member Experience Manager Ken Garff

Oak View Group is the global leader in venue development management and premium hospitality services for the live event industry. Offering an unmatched 360degree solution set for a collection of worldclass 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.

Curating and enhancing ClubLife and increasing Club Member Growth.
Programming Develop & ensure of relevant & engaging Member events and experiences specific to Club We Are/segments and ClubLife expectations.
Communications Implement thorough and consistent strategy to best communicate ClubLife through all channels amplifying the Member story.
Member Management Champion the engagement and retention strategy for overall Member journey tracking ARMI and forecasting.
New Member Onboarding Develop and be accountable for New Member Welcome and Connect Steps Member Intel and Name Recognition.
Supervise Member Experience TEAM Project management budgeting staffing hiring and training of Member Experience Manager Member Experience Coordinator and ClubLife Concierge.
Reports Directly To: General Manager and Sr Membership Director

This role pays an annual salary of $56000 to $69000 and is bonus eligible.

Benefits for FT roles: Benefits: 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 April 18 2025.

The Ken Garff University Club located in the South End Zone of RiceEccles 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 gameday celebrations to themed soires the Ken Garff University Club creates memorable moments in an unparalleled setting. The club is a unique space for dining networking and celebrations.

If youre passionate about delivering exceptional member experiences in a dynamic highenergy environment this is the perfect place to grow your career while being part of something truly special.

Day to Day:

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 ClubLife 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.

All the other stuff we do:
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.
We are ready to assume different responsibilities as needed and requested as an
essential part of our jobs.

About you:
Undergraduate degree preferred. Educational concentration in business
communications journalism public relations hospitality management or recreation.
Experience of 24 Years in Hospitality Customer Relations or Marketing &
Communications.
Prefer experience in one or more of the following: sales relationship management food
& beverage operations customer service membership associations and/or fundraising.
Prior experience in leading a team or project to a successful outcome is preferred.
Advanced knowledge working with Microsoft Office suite including Word Outlook and
Excel.
CRM/Salesforce.About you:
Undergraduate degree preferred. Educational concentration in business
communications journalism public relations hospitality management or recreation.
Experience of 24 Years in Hospitality Customer Relations or Marketing &
Communications.
Prefer experience in one or more of the following: sales relationship management food
& beverage operations customer service membership associations and/or fundraising.
Prior experience in leading a team or project to a successful outcome is preferred.
Advanced knowledge working with Microsoft Office suite including Word Outlook and
Excel.
CRM/Salesforce.

Physical Requirements:
Standing walking exposure to temperature changes dust fumes or gases climbing/ladders
squatting/kneeling reaching grasping pushing/pulling twisting/bending
lifting/carrying/pushing/pulling up to 100 lbs on occasion folding/unfolding talking hearing
and seeing.

Primary tools/equipment used in this position and approximate weight:
Computer
Telephone

Attendance Requirements for this position:
Attendance Requirements for this position as outlined on the weekly schedule.
Additional hours are required to meet deadlines of the position including weekends
and/or holidays.

At OVG we understand that to continue positively disrupting the sports and live entertainment industry we need a diverse team to help us do it. We also believe that inclusivity drives innovation strengthens ourpeople improves ourservice and raises ourexcellence. Our success is rooted in creating environments that reflect and celebrate the diverse communities in which we operate and serve and this is the reason we are committed to amplifying voices from all different backgrounds.

Oak View Group is committed to equal employment opportunity. We will not discriminate against employees or applicants for employment on any legally recognized basis (protected class) including but not limited to veteran status uniform service member status race color religion sex national origin age physical or mental disability genetic information or any other protected class under federal state or local law.