Member Experience & Events Lead

Paylocity; Clarksburg (MD); On-site; USD 60,000 - 85,000; Full time

Job summary

Dominique Dawes Academy seeks a dedicated Member Experience Lead to guide the family journey from initial inquiry through enrollment. You will manage the Member Experience Associates, set front desk standards, and ensure a welcoming, high-quality service across all touchpoints.

Reporting to the General Manager, you will oversee events, scheduling, training, and performance feedback, escalate family concerns, and partner with leaders to continually improve enrollment, retention, and the overall

Qualifications

• 3+ years of experience in customer service, hospitality, recreation, retail, membership services or another customer-facing service environment.
• 2+ years of supervisory or leadership experience, including scheduling, training, coaching, and providing feedback to staff.
• CPR/AED and First Aid required, or ability to obtain within the required timeframe after hire.

Responsibilities

• Lead and develop the Member Experience team and manage front desk and family-facing operations.
• Own enrollment, retention, and customer satisfaction metrics and reporting standards.
• Plan and execute events, parties, and showcases on-site, coordinating staffing and logistics.
• Serve as the escalation point for family concerns and ensure high-quality service across touchpoints.
• Oversee scheduling and coverage for front desk and Member Experience functions.
• Lead on-site experiences for first-time students and ensure welcoming, personalized experiences for prospective families.

Skills

Leadership

Communication

Organization

Problem-solving

Customer focus

Education

High school diploma or equivalent

Associate's or Bachelor's degree in business, hospitality, communications, or related field preferred

Job description

Dominique Dawes Academy seeks a dedicated Member Experience Lead to guide the family journey from initial inquiry through enrollment. You will manage the Member Experience Associates, set front desk standards, and ensure a welcoming, high-quality service across all touchpoints.

Reporting to the General Manager, you will oversee events, scheduling, training, and performance feedback, escalate family concerns, and partner with leaders to continually improve enrollment, retention, and the overall