Hospitality CLUB Membership Manager

POSITION SUMMARY:

Oversees the CLUB credit loyalty program in Hospitality and responsible for driving member experience, acquisition, activation, retention, sales, operations, and regulatory compliance. Cultivates and champions a culture of legendary guest experiences with the loyalty program and actively seeks out opportunities to enhance and innovate on the member experience. Builds and leverages partnerships to maximize Associate and guest engagement around the program and advocate for seamless integration into the guest experience. Manages the daily activities of the Hospitality CLUB team, ensuring they deliver legendary service to both potential new and existing CLUB loyalty members. This position is responsible for maintaining a fun and encouraging work environment seeking to increase guest satisfaction, company profitability, and Associate engagement.
 

ESSENTIAL FUNCTIONS:

• Acquire new CLUB Members and deliver a legendary experience to existing CLUB Members that embraces a spirit of Ozark hospitality. Accountable for how the loyalty CLUB credit program experience, operations, and services are executed. Build confident, educated Associates who offer CLUB benefits to guests. Conducts training and coaching sessions for Associates throughout the Hospitality campus. 20%
• Supervise daily activities of CLUB team by providing job performance coaching & recognition, assigning work, validating accuracy/compliance with policies and procedures, ensuring Outfitters are proactively providing superior customer service, and analyzing/resolving work problems. Lead efforts around scheduling & payroll budget management and hiring new Associates. 20%
• Seek opportunities to integrate the CLUB loyalty program into property culture, events, and initiatives to provide a seamless experience for guests. Influence decision-making and gain buy-in with Hospitality leadership around the execution of CLUB loyalty strategies and vision for the guest CLUB loyalty experience through effective relationship building, motivation, and communication. 20%
• Report and update Hospitality management on performance. Attend leadership meetings and provide insight and solutions to drive results and experience. 15%
• Provide superior customer service to customers to ensure accurate and efficient outcomes. Understand products and demonstrate an ability to promote the benefits of the CLUB loyalty program to customers during the Hospitality experience. Lead by example to ensure account goals and objectives are being met. 10%
• Lead and execute strategies to ensure that all CLUB Hospitality operations are sustainable and can support ongoing growth and changes. Identify gaps, develop processes and procedures, and lead cross-functional projects to increase effectiveness, efficiency, performance, and compliance execution. 10%
• Serve as a subject matter expert and offer insight on projects related to Hospitality loyalty acquisition, activation, retention marketing strategies, or events. Act as communication champion and advocate between corporate and Hospitality teams. 5%
• ALL OTHER DUTIES AS ASSIGNED BY MANAGEMENT

EXPERIENCE/QUALIFICATIONS:

      

       Minimum Degree Required:  High School Diploma or Equivalent

       Experience:   4 to 6+ Years previous Retail, Hospitality or marketing experience required   

KNOWLEDGE, SKILLS, AND ABILITY:

• Ability to consistently exceed guest expectations and show commitment to Bass Pro Shops Core Values.
• Strong leadership skills with proven ability to facilitate cross-functional teams; some supervisory or management experience required.
• Retail, Hospitality, and marketing experience preferred.
• Analytical skills and reporting/dashboard creation preferred.
• Extensive communication (written and verbal), mediation (conflict resolution), and facilitation skills.
• Visionary with long term focus - able to see the end results and bigger picture.
• Self-starter: demonstrates personal initiative and willingly assumes responsibility and ownership
• Ability to build a motivated, positive, trust-based team and strong working relationships with internal and external customers.
• Ability to create an open environment supportive of free sharing of information and ideas that is also conducive to contribution, growth, and achievement.
• Exemplary standards of integrity, personal work ethic and continuous involvement in self-education and development
• Proficiency in Windows, Excel, Word, PowerPoint, and other Microsoft Office tools

TRAVEL REQUIREMENTS: Ability to travel up to 25% of the time.

Bass Pro Shops is an equal opportunity employer. Hiring decisions are administered without regard to race, color, creed, religion, sex, age, national origin, ancestry, citizenship status, disability, veteran status, genetic information, or any other basis protected by applicable federal, state, or local law.

PHYSICAL REQUIREMENTS:   

• Constantly communicates with others to exchange information

• Regularly computer work, walking and standing

• Occasionally sitting and lifting up to 50lbs

• Occasionally work in outdoor elements, hot and cold temperatures

• Occasionally work in noisy environments

INDEPENDENT JUDGEMENT:

• Develops objectives and general policies and procedures for a specific program or functional area of responsibility within the general scope of established operational goals and plans. Day-to-day work and decisions do not require direction or review by immediate supervisor. End results are reviewed by supervisor.

Full Time Benefits Summary:
Enjoy discounts on retail merchandise, our restaurants, world-class resorts and conservation attractions!

• Medical
• Dental
• Vision
• Health Savings Account
• Flexible Spending Account
• Voluntary benefits
• 401k Retirement Savings
• Paid holidays
• Paid vacation
• Paid sick time
• Bass Pro Cares Fund
• And more!

Bass Pro Shops is an equal opportunity employer.  Hiring decisions are administered without regard to race, color, creed, religion, sex, pregnancy, sexual orientation, gender identity, age, national origin, ancestry, citizenship status, disability, veteran status, genetic information, or any other basis protected by applicable federal, state or local law.

Reasonable Accommodations

Qualified individuals with known disabilities may be entitled to reasonable accommodation under the Americans with Disabilities Act and certain state or local laws.
If you need a reasonable accommodation for any part of the application process, please visit your nearest location or contact us at [email protected].

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