Member Experience Manager | Full-Time | Carolina Club UNC Alumni

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.

The Member Experience Manager plays a pivotal role in curating and enhancing the unique culture of our alumni social club driving member engagement and fostering growth. This leadership position oversees all aspects of member experience from onboarding new members to maintaining ongoing member satisfaction through targeted programming and personalized service.

This role pays an annual salary of $55000-$75000 and is bonus eligible.

Benefits for Full-Time 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 October 30 2026.

The Carolina Club provides a home where alumni friends of the university and the Chapel Hill community meet in the spirit of fellowship and camaraderie. The lives of our members are enriched through gracious hospitality & philanthropic values.

Club Programming:

• Design and oversee the execution 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.

MemberCommunications:

• Develop and implement a comprehensive multi-channel communication strategy that elevates and promotes the Clubexperience.
• Ensure consistent messaging and storytelling to deepenmemberengagement and connection to the club.

MemberJourney & Retention:

• Lead the strategy for member engagement retention and satisfaction by closely monitoring member interactions journey tracking key performance indicators (KPIs) and member forecasting.

NewMemberOnboarding:

• Oversee the entire onboarding process including personalized welcomeexperiences fostering connections within the club gatheringmemberintelligence 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 Coordinator and Concierge staff.
• Lead and guide theMemberExperienceTeam in the implementation of the strategicmembershipexperienceplan.

Data Analytics and Reporting:

• Drive both quantitative goals such as membership growth and qualitative objectives such as enhancing the overall member experience.
• Using club datamanage budgeting processes including forecasting for membership dues resignations and downgrades.
• Lead project management budget oversight and ensure that all member-focused initiatives are delivered with the highest standard of service.

• A bachelors degree with a focus in business communications marketing public relations hospitality management or a related field is required.
• 3-5 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.
• Experiencein event planning creating memorableexperiences that align with company values and meet highmemberexpectations.
• Previous roles in sales relationship management food and beverage operations customer servicemembership associations or fundraising preferred.
• Experiencein leading a team or managing projects to successful outcomes.
• Proficient in Microsoft Office applications including Word Outlook and Excel.
• Proficient in CRM Canva and Social Media Marketing.
• Strong analytical skills to forecast needs and track engagement metrics and drive growth strategies. Familiarity with CRM platforms such as Salesforce is required.
• Due to the nature of the Social Club schedule attendance is required on 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.