Member Experience Lead

Job Description

Description:

About the Role

The Member Experience Lead plays a pivotal role in shaping how members connect with, experience, and feel about the Club from their very first interaction. Reporting to the Vice President of Membership, this role is responsible for delivering a thoughtful, high-touch, end-to-end member journey—from initial sales engagement through onboarding and throughout active membership.

Responsibilities

• Serve as the primary point of contact for members, building meaningful relationships, ensuring seamless transitions, and providing personalized support at every stage.
• With a strong focus on community, anticipation of member needs, and proactive problem-solving, drive member satisfaction, loyalty, and long-term retention while upholding the exceptional standards of the Fitler Club experience.

Member Experience Leadership & Engagement Strategy

• Serve as a key partner to the Vice President of Membership in designing, owning, and executing engagement, onboarding, and retention strategies that deepen member connection and long-term loyalty.
• Take initiative in identifying gaps and opportunities in the member journey, developing creative solutions that consistently elevate the Fitler Club experience.
• Champion continuous improvement across Membership operations, ensuring processes feel seamless, personal, and hospitality-driven.

Member Onboarding & Relationship Development

• Lead engaging, in-person onboarding experiences that bring the Club to life—clearly communicating rules, perks, amenities, culture, and how to get the most value from membership.
• Own the new-member journey through proactive follow-ups, thoughtful check-ins, and personalized support to ensure members feel welcomed, confident, and excited to engage.
• Design and execute engagement strategies—from celebrating life milestones to curated touchpoints and proactive outreach—that make members feel known, valued, and connected.

Member Engagement, Retention & Floor Presence

• Analyze membership data and behavioral trends to identify disengaged members and create targeted re-engagement plans, in partnership with the Vice President of Membership.
• Maintain a visible, hospitality-forward presence on the Club floor during peak times (lunch, happy hour), actively engaging members, anticipating needs, and resolving concerns in real time.
• Help shape, communicate, and uphold Club rules and standards in a way that protects culture while enhancing the member experience.

Community Building & Events

• Actively foster community by making thoughtful introductions, facilitating connections, and encouraging meaningful engagement among members.
• Attend and participate in member events as a visible ambassador of the Club—mixing, mingling, gathering feedback, and ensuring members feel energized and cared for.

Sales Support & Membership Growth

• Conduct compelling, experience-driven tours for prospective members, both one-on-one and during open houses, showcasing the Club’s culture, energy, and value.
• Represent Fitler Club with enthusiasm and professionalism in the broader community, actively contributing to membership growth through relationship-building and outreach.

Strategic & Cross-Functional Collaboration

• Collaborate closely with the Vice President of Membership to set goals, measure success, and continuously evolve engagement strategies aligned with overall Club objectives.
• Partner with Marketing, Operations, and Finance to ensure a cohesive, best-in-class member experience across all touchpoints.

Other Responsibilities

• Take on additional projects and responsibilities as needed to support the Membership team and advance Fitler Club’s commitment to exceptional hospitality and community.