Member Experience Manager

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Baker's Bay Golf & Ocean Club is seeking a Member Experience Manager for the Member Services Department.

The Member Experience Manager is responsible for creating and managing meaningful, personalized experiences for every Baker's Bay Member and their family. This role owns the depth and accuracy of Member knowledge across the Club, plans and hosts events that build community, and proactively identifies opportunities to elevate the overall Member experience.

KEY RESPONSIBILITIES

• Develop deep, ongoing familiarity with every Member and their family — preferences, history, milestones, and personal details that shape a truly personalized experience.
• Build, maintain, and continuously update comprehensive Member profiles
• Ensure preference and profile information is documented and accessible so all departments (Food & Beverage, Golf, Marina, Recreation, etc.) can deliver a consistent, informed experience.
• Plan and execute personalized gestures for birthdays, anniversaries, milestone visits, and family traditions
• Coordinate with relevant departments to ensure special occasions are recognized thoughtfully and consistently.
• Plan, coordinate, and personally host Member events and dinners
• Partner with Food & Beverage, Recreation, and other departments to ensure seamless execution
• Bring warmth, presence, and hospitality to every event as the face of the Member experience.
• Proactively identify gaps or opportunities to improve the Member experience
• Develop and execute solutions independently, rather than waiting for direction
• Bring forward new ideas for community-building, engagement, and personalization.

QUALIFICATIONS & EXPERIENCE

• A minimum of 4 years in luxury hospitality, private clubs, or resorts, including 2-3 years leading a team or running a daily operation or department
• Experience with member/guest profile systems and cross-department coordination
• Comprehensive computer literacy (Outlook, Microsoft Office Suite; club management systems desirable)
• This is an on-property role and requires regular physical presence throughout the scheduled working week, including weekends, holidays, and peak operating periods as required.
• This job description outlines the main responsibilities and requirements of the role. Duties may evolve as club operations, business needs, or regulations change.

SKILLS

• Excellent interpersonal skills and the ability to build strong relationships with members, guests, peers, and leaders
• Consistently warm, professional, and helpful with every member, guest, and team member
• Comfortable adapting to the moment, from joining family activities and hosting social moments to calmly handling complaints or quieter member interactions
• Listens well and remembers the details that matter
• Strong social awareness and emotional intelligence, including knowing when to engage, when to offer subtle support, and when to give members space
• Uses discretion and sound judgment when handling member and team information, with privacy always in mind.
• Highly organized, able to manage competing priorities and follow commitments through to completion
• Strong analytical, problem-solving, and time-management skills
• Demonstrated ability to coach and develop a team
• Clear and confident written and verbal communication skills
• Confident, positive, and professional approach
• Flexible and comfortable working evenings, weekends, holidays, and peak periods as needed
• Able to meet the physical demands of a floor-based hospitality role, including working indoors and outdoors and spending extended periods standing and walking, with longer shifts during busy periods when required
• Builds trust through reliability, discretion, and follow-through
• Practical, can-do approach; adapts quickly and is willing to step in where needed