Member Experience Manager

Job Description

Job Description

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.

Qualifications

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