Director of Member Experience | Full-Time | The Baylor Club in Waco, Texas | Careers at The Baylor Club
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Director of Member Experience | Full-Time | The Baylor Club
Location US-TX-Waco
Job Post Information* : Posted Date 12 hours ago(7/20/2026 9:15 AM)
Job ID 2026-32845
Location Name The Baylor Club
Category Guest Services
Type Regular Full-Time
Location : Location US-TX-Waco
Job Post Information* : External Company Name Oak View Group
Job Post Information* : External Company URL https://www.oakviewgroup.com/
Location : Postal Code 76704
Location : Address 1001 S M.L.K. Jr Blvd
Job Post Information* : Post End Date 10/16/2026
Oak View Group
Oak View Group (OVG) is the global leader in premium live entertainment infrastructure and services, with a platform spanning venue development and end-to-end capabilities across venue management, hospitality, and sponsorship sales. Founded in 2015, the company serves a collection of seven world-class owned venues and a client roster of the most iconic arenas, stadiums, convention centers, music festivals, performing arts centers, and cultural institutions, spanning four continents.
Position Summary
The Director of Member Experience plays a pivotal leadership role in shaping and delivering the culture, community, and engagement that define the Club experience. This position is responsible for developing and executing strategies that drive member satisfaction, deepen relationships, and foster long-term retention through thoughtful programming, personalized service, and consistent communication. Reporting directly to the General Manager, the Member Experience Director oversees all aspects of the member journey-from onboarding and engagement to retention and member intelligence. The role leads the Member Experience team and collaborates across departments to ensure every touchpoint reflects the Club's standards of hospitality, service, and community. This position manages a team of 2-4 Member Experience professionals and works closely with operations, sales, food & beverage, and marketing teams to deliver exceptional member programming and experiences.
This role pays an annual salary of $65,000-$72,000
Benefits for Full-Time roles: Health, Dental and Vision Insurance, 401(k) Savings Plan, 401(k) matching, and Paid Time Off (vacation days, sick days, and 11 holidays).
This position will remain open until October 16, 2026.
About the Venue
In 2014, leaders from Baylor University and the Waco community came together to form a new private club for Baylor alumni and staff, as well as the general Waco professional, civic, and social community. Baylor Club is unique because it's one of the few private clubs in the nation located on a university campus. As a member of the Baylor University and Waco communities, Baylor Club is proud to be part of the rich heritage and tradition of Baylor University. From the Club's floor-to-ceiling windows, members and their guests enjoy panoramic views of McLane Stadium and downtown Waco over the Brazos River.
Responsibilities
Club Programming & Experiences
Develop and lead the Club's annual programming strategy to deliver engaging, relevant, and high-quality experiences that reflect the interests of the membership and the identity of the Club.
Oversee the planning and execution of all member events, experiences, and signature programming.
Design events that appeal to multiple member segments and encourage community connection.
Incorporate member and committee feedback into programming development.
Partner with culinary, operations, and sales teams to deliver polished, memorable experiences.
Member Communications
Create and manage a comprehensive member communication strategy that strengthens engagement and promotes club programming, benefits, and initiatives.
Manage multi-channel communications, including newsletters, email campaigns, digital platforms, and in-club messaging.
Ensure consistent brand voice and storytelling across all member touchpoints.
Maintain communication calendars and campaign strategies aligned with club programming and membership initiatives.
Member Journey & Retention
Lead initiatives that enhance member satisfaction, engagement, and retention by understanding member behaviors and proactively addressing needs.
Monitor and evaluate key engagement metrics and KPIs such as ARMI (Attract, Retain, Motivate, Inspire).
Develop strategies to strengthen member relationships and minimize attrition.
Track member engagement trends and implement improvements to the member journey.
New Member Onboarding
Oversee the onboarding process to ensure new members are welcomed, integrated, and connected from their first interaction with the Club.
Design and manage structured onboarding experiences and welcome programming.
Facilitate introductions, recognition initiatives, and early engagement opportunities.
Gather and maintain member intelligence to personalize service and interactions.
Team Leadership
Provide leadership and mentorship to the Member Experience team while fostering a collaborative, service-focused culture.
Recruit, train, and develop Member Experience staff including Coordinators and Concierge roles.
Set departmental goals and performance expectations aligned with overall club strategy.
Lead team planning sessions and ensure consistent delivery of service standards.
Data Analytics & Reporting
Utilize data insights to drive membership engagement strategies, operational improvements, and long-term planning.
Analyze membership trends, engagement data, and event performance.
Support membership forecasting, including projections for dues revenue, resignations, and category changes.
Manage budgets related to member programming and initiatives.
Oversee projects and initiatives that enhance the overall member experience.
Additional Responsibilities
Maintain adherence to all company, club, and departmental policies and procedures.
Represent the Club professionally and support a culture of hospitality and service excellence.
Collaborate with other departments to support membership growth and member satisfaction.
Perform additional duties as assigned.
Qualifications
Bachelor's degree in Business, Communications, Public Relations, Hospitality Management, or a related field required.
5-7 years of experience in hospitality, customer relations, marketing, or member engagement environments preferred.
Preferred experience in private clubs, luxury hospitality, alumni associations, or membership-based organizations.
Demonstrated experience planning events and creating high-quality member experiences.
Background in relationship management, food & beverage operations, membership sales, or fundraising is beneficial.
Proven ability to lead teams and manage multiple projects simultaneously.
Strong communication, organizational, and leadership skills.
Proficiency with Microsoft Office (Word, Outlook, Excel).
Experience with CRM platforms such as Salesforce or similar systems preferred.
Strong analytical and reporting skills to monitor engagement metrics and inform strategic decisions.
Strengthened by our Differences. United to Make a Difference
At OVG, we understand that to continue positively disrupting the sports and live entertainment industry, we need a diverse team to help us do it. We also believe that inclusivity drives innovation, strengthens our people, improves our service, and raises our excellence. Our success is rooted in creating environments that reflect and celebrate the diverse communities in which we operate and serve, and this is the reason we are committed to amplifying voices from all different backgrounds.
Equal Opportunity Employer
Oak View Group is committed to equal employment opportunity. We will not discriminate against employees or applicants for employment on any legally recognized basis ("protected class") including, but not limited to veteran status, uniform service member status, race, color, religion, sex, national origin, age, physical or mental disability, genetic information or any other protected class under federal, state, or local law.
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