Member Experience Manager

About Columbia Club

Columbia Club, a private city club established in 1889, on Monument Circle, offers an opportunity for those seeking to join our dedicated team. With 20,000 square feet of state-of-the-art meeting and event facilities, en-suite guest rooms, and multiple dining rooms, Columbia Club provides a unique and distinguished experience. Complemented by member services and a Health & Wellness Center, the Club embodies excellence in every aspect of city club life.

Position Overview

The Member Experience Manager is responsible for enhancing member engagement and satisfaction through thoughtful programming, personalized service, and creative initiatives. Combining concierge-style service with event programming, this role ensures that members feel valued, connected, and inspired to participate in the life of the Club.

The purpose of this position is to orient new members, assist them in navigating their membership privileges, and actively engage them in the life of the Club to encourage satisfaction and retention. The Member Experience Manager owns the Member Operations processes, assists the Director of Membership with service processes, and works collaboratively with the Event Coordinator and other colleagues on engagement and retention strategies for both new and existing members.

Essential Functions & Responsibilities

• Partner with the Director of Membership to plan and execute New and Prospective Member Receptions and Orientations.

• Prepare new member materials and ensure smooth onboarding processes.

• Conduct onboarding outreach:

o 30 days: Call new members for follow-up and to promote engagement.

o 60 days: Partner with the Membership Committee (Ambassador Program) to connect with new members, answer questions, and provide invitations to events.

o 90 days: Review spend and member interest reports, contact members, and provide recommendations for engagement and retention.

• Serve as liaison for “Clubs within the Club” (CVA, Harrison Society, Columbia Business Network, Divine Dames, Book Club, etc.).

• Set up entertainment and logistics for Club events, including centerpieces, crafts, favors, and décor.

• Manage all Club event reservations through NorthStar and oversee registration during events.

• Oversee/plan all Club events.

• Provide personalized recognition by calling members for birthdays, anniversaries, promotions, and life events.

• Fulfill special member requests (desserts, flowers, balloons, cakes, wine, etc.).

• Partner with department heads on overnight and dining reservations, ensuring special occasions are acknowledged.

• Review survey feedback, follow up with members, and track re-engagement and retention efforts.

• Report survey and engagement data to leadership.

• Attend Membership Committee meetings, management meetings, and staff meetings as required.

• Collaborate with the Event Coordinator on programming and event planning.

• Complete other assignments as directed by the Membership Director.

Qualifications

• 3–5 years of experience in hospitality, event planning, or member relations.

• Excellent interpersonal and member service skills, with a warm and professional presence.

• Strong creativity and innovation in event/programming development.

• Highly organized, detail-oriented, and able to manage multiple priorities.

• Proficiency in Microsoft Word, Excel, PowerPoint, and related software. Experience with NorthStar or Club Essential software is a plus.

• Excellent written and verbal communication skills.

• Ability to work 100% on-site (non-remote) with a flexible schedule, including evenings and weekends as needed.

Compensation & Benefits

We offer competitive hourly rates and outstanding benefits, including health insurance (available after 60 days), 401K (with a 4% match after six months), paid time off (PTO), parking, educational opportunities, the potential for career advancement, and a positive work environment centered around teamwork, professionalism, learning, and excellence.

Overtime and Job Requirements

• Must be available and willing to work a flexible schedule.

• Must be available to work some weekends and holidays.

• Overtime is required on an as-needed basis.