REPORTING STRUCTURE* Reports directly to the General Manager* Direct reports: Front Desk Supervisors, Office Manager(s), Met-side F&B staff (Lead Barista + supporting team), Member Success Specialists (Tennis, Fitness, Kids/Events)* Cross-functional intervention authority: Racquet Sports Director, Fitness Director, Facilities Maintenance Director, Kids Club Supervisor* Acts as senior leader on duty in the General Manager's absenceKEY RESPONSIBILITIESMember Experience & Engagement* Lead the development and execution of the Club's member experience strategy, including onboarding, engagement programs, retention initiatives, and 30/60/90-day new member follow-up campaigns.* Direct management of Met-side F&B operations (cafe and bar customer-facing service), including staff supervision, scheduling, service quality, and integration with the Citizens Catering partnership for food supply (Phase 3).* Lead the Member Success Specialist (MSS) team across Tennis, Fitness, and Kids/Events functions, with dotted-line coordination to respective Department Directors.