The Assistant Director of Membership is a key senior leadership role responsible for overseeing daily Membership operations, ensuring exceptional service standards, and leading the Member Services and Shuttle teams. As a highly visible and integrated role, the Assistant Director must be a proactive, solutions-oriented leader who thrives in a fast-paced, Member-focused environment.

This position is ideal for a motivated leader who excels at executing strategy and driving operational excellence within a Membership-based organization. The Assistant Director is responsible for implementing the strategic direction set by the Director of Membership, ensuring seamless day-to-day operations, and upholding the Club’s service standards. They must be able to make independent, informed decisions and ensure alignment with established goals and expectations.

Membership Operations, Leadership & Partnerships

• Oversee the daily execution of Member Services, Member Relations, and Transportation operations.
• Serve as the go-to leader for daily membership operations, ensuring exceptional service and problem resolution.
• Act as the primary liaison between Member Services, transportation, and other departments to enhance the overall member experience.
• Oversee and manage partner relationships, ensuring all partnerships align with the strategic direction set by the Director of Membership.
• Ensure that all member-related processes and policies are executed consistently and efficiently.
• Uphold member confidentiality and ensure discretion in all interactions.
• Work closely with the Director of Membership to implement strategic initiatives and enhance membership engagement.
• Represent the Director of Membership when needed, making informed decisions that align with the Club strategy.
• Assist with planning and coordinating parties, including organizing Members for the annual employee party.

Technology & Systems Support

• Assist with managing the Club’s systems, ensuring accuracy and functionality.
• Support data integrity and troubleshooting for member records, reservations, and billing.
• Assist with maintaining and updating the Club website, ensuring information is accurate, engaging, and up to date.

Team Management & Development

• Directly oversee the Member Services Team Manager and Shuttle Manager, ensuring their departments operate efficiently.
• Provide coaching, training, and performance oversight to ensure teams meet the club’s service standards.
• Foster a strong service culture within the Member Services and Shuttles teams, ensuring professionalism and accountability.
• Conduct regular one-on-one meetings with direct reports to assess department needs and operational challenges.
• Ensure scheduling, staffing, and service coverage are managed effectively for Member Services and Shuttles.

New Member Experience & Discovery Program

• Oversee the execution of New Member Orientations, ensuring a seamless and welcoming onboarding process.
• Manage the Discovery Program, ensuring prospective members receive exceptional service and a high-touch experience.
• Ensure special guests and VIP visitors receive concierge-level service, coordinating with relevant departments as needed.

Operational Efficiency & Problem-Solving

• Actively assess department needs and implement solutions, keeping the Director of Membership informed.
• Ensure member data is accurately entered and removed from club systems, maintaining up-to-date records.
• Take ownership of day-to-day problem-solving within Member Services and Shuttles, escalating issues only when necessary.
• Work closely with other departments to ensure seamless communication and coordination of member-related initiatives.
• Proactively identify opportunities for service enhancements and process improvements.

Budget & Financial Oversight

• Manage departmental expenses and track financials within budget guidelines.
• Ensure financial accountability for operational costs related to Member Services, and Shuttle Operations.
• Provide input on budget planning and resource allocation to support department growth and service enhancements.

Qualifications & Experience

• Required: Minimum 5+ years of leadership experience in private clubs, luxury hospitality, or high-end membership organizations.
• Preferred: Experience in membership operations, guest services, or high-end hospitality leadership.
• Strong leadership, problem-solving, and decision-making skills.
• Exceptional organizational and multitasking abilities in a fast-paced, member-driven environment.
• Proven ability to manage teams effectively and develop service-driven staff.
• Experience managing strategic partnerships and vendor relationships.
• Financial acumen and experience managing budgets.
• Website management experience is a plus.
• High level of professionalism, discretion, and emotional intelligence.
• Proficiency in CRM systems, scheduling software, and database management.

Key Competencies

·      Leadership & Accountability – Serves as the key operational leader, driving efficiency and excellence.

·      Operational Execution – Manages daily operations, ensuring a seamless experience for members.

·      Problem-Solving & Decision-Making – Acts independently to resolve issues, escalating only when necessary.

·      Member Experience & Engagement – Oversees new member programs and VIP experiences.

·      Partnership & Relationship Management – Oversees partnerships that align with membership strategy.

·      Team Development – Coaches and leads managers to maintain high service standards.

·      Financial Oversight – Ensures responsible budget management and cost control.

·      Website & Technology Awareness – Ability to assist with website updates and digital member communication.

·      Confidentiality & Discretion – Maintains the highest level of member privacy and professionalism.

·      Adaptability & Initiative – Takes ownership of department needs and proactively implements solutions.