Member Experience Captain Job Description.
Reports to : General Manager.
Classification : Full-Time, Exempt.
Position Overview :
As the Director of Member Experience, you will lead the design and execution of a dynamic calendar of events and lifestyle programs that enhance engagement and build strong community connections among members. This leadership role emphasizes the development of innovative, inclusive, and high-quality experiences across all age groups—with a strategic focus on youth programming. You will also oversee departmental staff, manage budgets, uphold safety and compliance standards, and collaborate across departments to ensure a consistently exceptional member experience.
Key Responsibilities :
Program & Event Leadership :
- Design, implement, and oversee a broad spectrum of member-focused events and lifestyle initiatives aligned with the Club’s values and member expectations.
- Develop signature programs that differentiate the Club and foster a sense of community.
Creative Innovation :
Champion the creation of fresh, engaging, and diverse programming tailored to various age groups and interests, with a strategic emphasis on youth and family involvement.Stay abreast of trends in hospitality, recreation, and experiential programming to ensure offerings remain compelling and contemporary.Team Development & Supervision :
Recruit, train, and lead a high-performing team responsible for executing programs and events.Provide clear direction, ongoing coaching, and performance management to ensure service excellence and professional growth.Budget & Resource Management :
Develop and manage the department's annual budget, ensuring financial sustainability without compromising quality.Monitor expenditures and generate regular reports on program costs, participation, and ROI.Regulatory Compliance & Safety :
Enforce safety standards and regulatory compliance across all activities, with special attention to youth programming.Conduct routine safety audits and implement risk management protocols.Cross-Functional Collaboration :
Partner with department heads in Food & Beverage, Golf, Tennis, Aquatics, and other areas to integrate their services into lifestyle programming.Lead joint efforts to create seamless, high-impact experiences that unify club operations.Communications & Promotions :
Collaborate with the marketing team to promote events through digital channels, newsletters, signage, and direct communications.Ensure timely, engaging communications to maximize member awareness and participation.Evaluation & Continuous Improvement :
Establish key performance indicators (KPIs) for programs and regularly collect feedback from members.Use insights to refine offerings and elevate member satisfaction.Administrative Operations :
Oversee logistical and administrative functions including scheduling, registration, reporting, and vendor management.Maintain accurate records of participation, staffing, and expenditures.Other Duties :
Support broader club operations and perform other responsibilities as assigned by senior leadership.Qualifications & Requirements :
Education & Experience :
Bachelor’s degree in Recreation, Hospitality, Education, Sports Management, or related field preferred.Minimum of 4 years of relevant experience in lifestyle programming, event management, or hospitality leadership.Prior experience working with youth programming strongly preferred.Certifications :
CPR and First Aid certification required (or must obtain within 30 days of employment).Skills & Competencies :
Strong knowledge of age-appropriate recreational and educational activities.Excellent organizational, project management, and multitasking abilities.High emotional intelligence and interpersonal skills; able to interact positively with members and staff from diverse backgrounds.Proficient in Microsoft Office Suite (Word, Excel, PowerPoint), Outlook, and web-based applications.Results-oriented, self-motivated, and able to work independently in a fast-paced environment.Strong written and verbal communication skills with attention to detail and a collaborative approach.Calm under pressure, with the ability to quickly resolve conflicts and adapt to changing circumstances.Physical & Environmental Demands :
Ability to lift up to 30 pounds safely.Requires extended periods of standing, walking, bending, lifting, and repetitive motion.Must be able to work both indoors and outdoors in varying weather conditions.Flexible schedule including evenings, weekends, holidays, and special events as business needs dictate.Ability to project voice, command attention, and facilitate participation—especially in youth activities.Must maintain composure, objectivity, and a professional demeanor at all times.About West Lake Country Club :
West Lake Country Club is a welcoming community with a friendly and healthy lifestyle for all ages. We believe in a fun, active, and engaged membership, where everyone comes to play! Come enjoy a beautiful 18-hole golf course, 24 / 7 state-of-the-art fitness facility, 10 well-maintained tennis courts, 4 pickleball courts, dining, special events, kids’ activities, and more!
