Director of Member Experience

ELEVATE THE MEMBER EXPERIENCE. INSPIRE EXCEPTIONAL SERVICE.

At Baltimore Country Club, exceptional hospitality is about more than service it's about creating experiences that feel thoughtful, seamless, and genuinely memorable. We are seeking a Director of Member Experience who brings a passion for refined hospitality, a talent for developing people, and a commitment to service excellence. This influential role will connect teams and departments, champion our Members' voices, and turn insight into action, helping ensure that every experience reflects our standards and our belief that Great People Make Favorite Places.

 

ABOUT BALTIMORE COUNTRY CLUB

Baltimore Country Club was founded in 1898 and it was a success from the start, with 600 members enjoying its 150-acre facility less than five miles from downtown Baltimore. Just one year after opening, the Club gained immediate recognition in the golf world by hosting the fifth United States Open Championship. Today the Club is nearly 3,400 members strong with two campuses. It is widely recognized as one of the top 50 country clubs in the nation and top 100 in the world. We are all about the simple truth and doing what is right not what is easy.

 

A DAY IN THE LIFE AS THE DIRECTOR OF MEMBER EXPERIENCE

The Director of Member Experience leads the Club's efforts to create exceptional, seamless, and memorable experiences for Members and guests across all Club touchpoints, including dining, events, sports, and off-site experiences. Aligned with the Club's standards and Simple Truth, this role works collaboratively across departments to elevate service, strengthen communication, and foster a culture of hospitality.

The Director monitors service performance and mentors, trains, and guides department leaders and staff in delivering meaningful, high-quality interactions. This role also leads the Club's Member feedback process, including survey management and data analysis, partnering with the General Manager and Board to translate insights into Experience Roadmaps and actionable improvements.

Serving as a bridge between Members and staff, the Director regularly collaborates with teams to track progress, implement strategies, and ensure service goals are achieved-ultimately helping make every Member experience exceptional.

 

QUALIFICATIONS

The ideal candidate brings seasoned experience and a strong understanding of exceptional hospitality and service excellence, with the ability to consistently deliver a refined and memorable Member experience. A college degree in hospitality or a related field is preferred, as is equivalent education, certification, or relevant professional experience. The successful candidate will possess strong interpersonal and communication skills, a personable and enthusiastic approach, and the ability to build meaningful relationships while working effectively as both a leader and a team member. Experience with survey management, data analysis, and using Member feedback and insights to identify trends and drive meaningful improvements is highly valued. Strong written and verbal communication skills, along with proficiency in Microsoft Office, are also required.

 

Do you work well as part of a team? Do you have excellent customer service skills and a love for hospitality? Do you have good communication skills and the ability to memorize information easily? Can you read and follow directions well? Are you quick on your feet and able to work in a fast-paced environment? Do you prefer doing the right thing instead of what is easier? If so, then you might just be perfect for our Director of Member Experience position!

 

ARE YOU READY TO JOIN OUR COUNTRY CLUB'S BUSINESS OFFICE TEAM?

We understand your time is valuable and that is why we have a very quick and easy application process. If you feel that you would be right for this job, please fill out our initial 3-minute, mobile-friendly application so that we can review your information. We look forward to meeting you!

 

Equal Opportunity Employer