Hybrid Member Experience Manager

at Fox Corporation

• Job title: Member Experience Manager
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: $102,000 - $120,000 per year
• Degree requirement: No Education Requirement
• Location requirements: Hybrid, Chicago, United States

About the role

• Member Experience Manager responsible for creating memorable moments for members at Fox Corporation's new membership-based business. Engaging with members to enhance satisfaction and retention in live entertainment experiences.

Responsibilities

• Utilize CRM, internal tools, and online systems to assist members in our club suites with operational run of show, issue solving, and delivering a high-touch membership experience.
• Engage with members via multiple touchpoints – email, phone, text, in person – as their primary point of contact to the Club; assisting them with making reservations, accessing tickets, and creating unforgettable experiences throughout the portfolio of club offerings.
• Assist and contribute to weekly meetings to discuss member feedback, operational insights, and any additional details relating to members or our events.
• Assist the Director in designing and implementing strategies that deepen member relationships, increase member satisfaction, and increase retention.
• Identify and monitor membership metrics (retention, satisfaction, membership usage, personal details) and continuously assist to refine engagement efforts based on insights, feedback, and data collected.
• Event-day hosting, including placing catering orders, welcoming members to the suite, assisting with navigating the space, recording any notable member key insights, and facilitating additional experiences as the Club adds them.
• As the membership scales, assist with building the framework for hiring, training and developing a team of Member Suite Specialists.

Requirements

• 5+ years of experience in a member service role or hospitality space preferably at a private club or hotel space (e.g., country club or social club)
• Experience working in CRM systems, entering, managing and organizing confidential data
• Strong communication and interpersonal skills, with a high degree of empathy and poise
• Comfortable working cross-functionally in a fast-paced, growth-stage environment with little direction
• Organized, detail-oriented, and able to manage multiple engagement efforts simultaneously

Benefits

• medical/dental/vision
• insurance
• a 401(k) plan
• paid time off
• other benefits in accordance with applicable plan documents