Director of Member Experience | Full-Time | The Baylor Club

Oak View Group (OVG) is the global leader in premium live entertainment infrastructure and services with a platform spanning venue development and end-to-end capabilities across venue management hospitality and sponsorship sales. Founded in 2015 the company serves a collection of seven world-class owned venues and a client roster of the most iconic arenas stadiums convention centers music festivals performing arts centers and cultural institutions spanning four continents.

In 2014 leaders from Baylor University and the Waco community came together to form a new private club for Baylor alumni and staff as well as the general Waco professional civic and social community. Baylor Club is unique because its one of the few private clubs in the nation located on a university campus. As a member of the Baylor University and Waco communities Baylor Club is proud to be part of the rich heritage and tradition of Baylor University. From the Clubs floor-to-ceiling windows members and their guests enjoy panoramic views of McLane Stadium and downtown Waco over the Brazos River.

• Develop and lead the Clubs annual programming strategy to deliver engaging relevant and high-quality experiences that reflect the interests of the membership and the identity of the Club.
• Oversee the planning and execution of all member events experiences and signature programming.
• Design events that appeal to multiple member segments and encourage community connection.
• Incorporate member and committee feedback into programming development.
• Partner with culinary operations and sales teams to deliver polished memorable experiences.

• Create and manage a comprehensive member communication strategy that strengthens engagement and promotes club programming benefits and initiatives.
• Manage multi-channel communications including newsletters email campaigns digital platforms and in-club messaging.
• Ensure consistent brand voice and storytelling across all member touchpoints.
• Maintain communication calendars and campaign strategies aligned with club programming and membership initiatives.

• Lead initiatives that enhance member satisfaction engagement and retention by understanding member behaviors and proactively addressing needs.
• Monitor and evaluate key engagement metrics and KPIs such as ARMI (Attract Retain Motivate Inspire).
• Develop strategies to strengthen member relationships and minimize attrition.
• Track member engagement trends and implement improvements to the member journey.

• Oversee the onboarding process to ensure new members are welcomed integrated and connected from their first interaction with the Club.
• Design and manage structured onboarding experiences and welcome programming.
• Facilitate introductions recognition initiatives and early engagement opportunities.
• Gather and maintain member intelligence to personalize service and interactions.

• Provide leadership and mentorship to the Member Experience team while fostering a collaborative service-focused culture.
• Recruit train and develop Member Experience staff including Coordinators and Concierge roles.
• Set departmental goals and performance expectations aligned with overall club strategy.
• Lead team planning sessions and ensure consistent delivery of service standards.

• Utilize data insights to drive membership engagement strategies operational improvements and long-term planning.
• Analyze membership trends engagement data and event performance.
• Support membership forecasting including projections for dues revenue resignations and category changes.
• Manage budgets related to member programming and initiatives.
• Oversee projects and initiatives that enhance the overall member experience.

• Maintain adherence to all company club and departmental policies and procedures.
• Represent the Club professionally and support a culture of hospitality and service excellence.
• Collaborate with other departments to support membership growth and member satisfaction.
• Perform additional duties as assigned.

• Bachelors degree in Business Communications Public Relations Hospitality Management or a related field required.
• 5-7 years of experience in hospitality customer relations marketing or member engagement environments preferred.
• Preferred experience in private clubs luxury hospitality alumni associations or membership-based organizations.
• Demonstrated experience planning events and creating high-quality member experiences.
• Background in relationship management food & beverage operations membership sales or fundraising is beneficial.
• Proven ability to lead teams and manage multiple projects simultaneously.
• Strong communication organizational and leadership skills.
• Proficiency with Microsoft Office (Word Outlook Excel).
• Experience with CRM platforms such as Salesforce or similar systems preferred.
• Strong analytical and reporting skills to monitor engagement metrics and inform strategic decisions.

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.