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Manager, Member Experience Initiatives

  • Department:
    Member Experience
  • Status:
    Full-Time
  • Reports to:
    EVP, Member Experience
  • Location:
    Denver, CO or Remote

JOB DESCRIPTION:

The Manager of Member Experience Initiatives is an exciting cross-functional opportunity leading the development and implementation of key initiatives for the Club’s Member Experience team. This role will report to the Executive Vice President of Member Experience and support business needs of the entire Member Experience Leadership team, including Member Services, Resort Operations, Membership Revenue and Operations, and the Experience Collection.  Whether the task at hand is streamlining a process for our Ambassador team, developing a new feature in our booking engine, or working with owners of Member Experience Headline Initiatives, the role will have exposure to key stakeholders both internally within the department and externally across the entire organization. This role will require a balance between getting involved with strategic discussions at the Executive level and rolling up sleeves to get tasks and to-dos off the team’s plate.

 The ideal candidate is an ultra-organized self-starter with excellent communication skills who is at ease in a fast-paced environment where many priorities command attention. The candidate should be willing to dive into new projects and be able to work effectively and collaboratively across multiple stakeholder groups. This role does not have direct reports so the ability to influence without authority is a must to ensure success across all projects.  He or she will work with colleagues at all levels of the organization from executive leadership to the teams delivering our service day-in and day-out.  As the connector between all departments within Member Experience, no job is too big or small for this individual. They will succeed with a positive, get-it-done attitude.

 ESSENTIAL ROLES AND RESPONSIBILITIES:

  • As the ‘air traffic controller’ of the department, lead initiatives that will support business objectives set by the Club’s leadership team and help keep the team’s deliverables on track
  • Serve as the liaison between the leadership team of Member Experience and all related stakeholder teams. Teams you will regularly collaborate with include Member Services, Revenue Management, Operations, Engineering & Technology, Marketing, and HR
  • Bridge the business needs of Member Experience with our Engineering/Technology team to ensure continuity of key business functions
  • Block and tackle escalations and tasks needed to support the department
  • Track project performance consistently and compare to the short-term and long-term goals established
  • Create monthly and quarterly compliance reports that offer insights and summaries to our team’s leaders
  • Join monthly leadership meetings across all Member Experience departments
  • Create and maintain comprehensive project documentation, and escalate information to executives when necessary
  • Develop presentations, spreadsheets, and any necessary data/analyses to present to our Executive team
  • Support related tasks and projects for the Member Experience Leadership Team as needed

EDUCATION, SKILLS, AND EXPERIENCE:

  • Organized self-starter with experience in Project Management
  • Bachelor’s Degree
  • Fluency in Microsoft Office (Excel, PowerPoint, Word)
  • Experience working across multiple stakeholder groups, cross-functional collaboration and influencing without authority
  • Competency in data analysis and insights
  • Strong written and verbal communication
  • Deep understanding of business cases and risk management processes
  • Able to make decisions under pressure
  • Willing and able to take initiative with limited input