Director of Member Experience Full-Time Virginia Tech Club

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.

Located in Lane Stadium the University Club of Virginia Tech is a private Club and premier venue for the Virginia Tech and the Blacksburg communities to come together to connect celebrate work and cheer on the Hokies.

This role pays an annual salary of $58000 to $62000 and is bonus eligible.

Benefits for fulltime roles: 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 June 6 2025

Club Programming:
Design and oversee the of engaging relevant events and experiences tailored to the interests of various member segments in alignment with the clubs standards of excellence and lifestyle expectations. Design and execute meaningful programs that reflect the clubs unique identity membership needs and brand positioning. Oversee the planning of all member events and programs incorporating feedback from members and committees.

Member Communications:
Develop and implement a comprehensive multichannel communication strategy that elevates and promotes the Club experience. Ensure consistent messaging and storytelling to deepen member engagement and connection to the club.

Member Journey & Retention:
Lead the strategy for member engagement retention and satisfaction by closely monitoring member interactions journey tracking and key performance indicators (KPIs) such as ARMI (Attract Retain Motivate Inspire) and member forecasting.

New Member Onboarding:
Oversee the entire onboarding process including personalized welcome experiences fostering connections within the club gathering member intelligence and ensuring name recognition and engagement from day one.

Team Leadership:

Manage and develop the Member Experience team including hiring training and overseeing the Member Experience Manager Member Experience Coordinator and Concierge. Lead and guide the Member Experience Team in the implementation of the strategic membership experience plan.

Data Analytics and Reporting:

Drive both quantitative goals such as membership growth and qualitative objectives such as enhancing the overall member experience. Using club data

manage budgeting processes including forecasting for membership dues resignations and downgrades. Lead project management budget oversight and ensure that all memberfocused initiatives are delivered with the highest standard of service.

Other duties as assigned.

• A bachelors degree with a focus in business communications public relations hospitality management or a related field required.
• 5 years of experience in hospitality customer relations or marketing and communications. Preferred experience in member experience management ideally within luxury hospitality or exclusive club environments.
• Experience in event planning creating memorable experiences that align with company values and meet high member expectations.
• Previous roles in sales relationship management food and beverage operations customer service membership associations or fundraising preferred.
• Experience in leading a team or managing projects to successful outcomes.
• Proficient in Microsoft Office applications including Word Outlook and Excel.
• Strong analytical skills to forecast needs and track engagement metrics and drive growth strategies. Familiarity with CRM platforms such as Salesforce required.
• Due to the nature of the Social Club schedule attendance is required nights and weekends for large scale events which may include holidays.
• This position is required to be onsite.

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.