Member Experience Manager

Wexford | Hilton Head; Hilton Head Island (SC); On-site; USD 65,000 - 90,000; Full time

Benefits offered by this job

Competitive benefits

Growth opportunities

Job summary

Wexford on Hilton Head Island is seeking a seasoned hospitality professional for the Member Experience Manager role. You will oversee new member onboarding, engagement, and the WexConnect program, while coordinating wellness, guest speakers, and programming.

You’ll cultivate strong relationships with Members, support Realtor engagements, manage communications, social media, website updates, and events; a polished presence and the ability to move programs from idea to execution are essential.

Qualifications

• Five or more years in private clubs, luxury hospitality or related fields.
• Experience in private club or luxury resort/hospitality preferred.
• Bachelor's degree in related fields preferred.
• Excellent interpersonal and relationship-building skills.
• Polished professional presence and enthusiasm for Members.
• Ability to manage programs from planning through execution.
• Excellent organization, attention to detail, and follow-through.
• Strong written and verbal communication skills.
• Ability to manage multiple priorities, deadlines, and stakeholders.
• Discretion with confidential information; sound judgment.
• Strong problem-solving and initiative.
• Proficiency with Microsoft Office.
• Experience with Clubessential, Jonas, or similar platforms preferred.
• Familiarity with Canva, social media, email marketing, website content, photography helpful.
• Knowledge of Hilton Head Island and Lowcountry community is a plus.

Responsibilities

• Welcoming Members and guests; concierge, respond to requests, coordinate follow-through.
• Manage new Member onboarding and orientation, records, photographs, materials, introductions, follow-up.
• Coordinate WexConnect Ambassador Program and new Member engagement.
• Develop relationships, connect Members with amenities, programs, services, other Members.
• Plan and manage Wexford Wellness, guest speakers, educational programs, and initiatives.
• Research and recommend new programs, partnerships, experiences based on Member interests.
• Support Realtor engagement, including relationships, tours, events, experiences, and records.
• Support website updates, social media, routine eBlasts, digital displays, and communications.
• Capture event photography and maintain digital media library.
• Attend select events as a visible Member Services rep; address Member needs.
• Maintain Member information, records, and procedures; document participation.
• Collaborate with departments to coordinate programs and a consistent Club experience.
• Independently manage projects; provide research, coordination, and operational support.
• Identify opportunities to improve the Member experience and propose solutions.
• Perform other related duties and special projects as assigned.
• This role has no supervisory responsibilities but access to confidential information.

Skills

Hospitality experience

Customer service

Organization

Communication

Microsoft Office

Education

Associate's degree in Business Administration / Hospitality Management

Bachelor's degree in Hospitality Management, Business, Communications, Marketing, Recreation, or related field

Tools

Clubessential

Jonas

Canva

Social media tools

Job description

Member Experience Manager

Reports to: Director of Marketing & Member Services

Workweek

Tuesday through Saturday and some evenings as scheduled

Schedule

This is a full-time, on-site position at Wexford on Hilton Head Island.

Job Title: Member Experience Manager

Reports to

Director of Marketing & Member Services

Workweek

Tuesday through Saturday and some evenings as scheduled

Schedule

This is a full-time, on-site position at Wexford on Hilton Head Island.

The position requires flexibility to work occasional evenings, weekends, and holidays based on Member programming and Club activities.

Compensation & Benefits

Compensation dependent on experience. Wexford offers a competitive benefits package and the opportunity to grow professionally within a highly regarded private residential club environment.

Education and Experience Requirements

• Associate’s degree in Business Administration, Resort Management or Hospitality Management or related field and three (3) years hospitality experience is considered a plus.
• Any equivalent combination of experience and training that provides the required knowledge, skills, and abilities.

About Wexford

Wexford is a private residential club community on Hilton Head Island committed to providing an exceptional owner experience through its extensive array of amenities, industry-leading staff, and concierge-style service.

The Opportunity

Wexford is seeking an experienced hospitality professional to serve as Member Experience Manager, a highly visible, hands-on role focused on creating a welcoming, connected, and personalized experience for our members and guests. Reporting to the Director of Marketing & Member Services, the Member Experience Manager will oversee new Member onboarding and engagement, WexConnect, Wexford Wellness, Member programming, guest speakers, and Realtor engagement while serving as an important day-to-day resource for Members. The position also supports Member communications, social media, website updates, event photography, and departmental projects. This role is ideal for someone who combines the warmth and service orientation of an exceptional hospitality professional with the organization, initiative, and judgment of an experienced manager. The successful candidate will be comfortable both building relationships with Members and independently moving programs and projects from idea through execution.

Job Knowledge, Skills and Abilities Required:

We are looking for someone who combines the polish and warmth of an exceptional hospitality professional with the organization, initiative, and follow-through of an experienced manager. The ideal candidate will have:

• Five or more years of progressively responsible experience in private clubs, luxury hospitality, resorts, Member or guest relations, concierge services, events, or a related field.
• Private club or luxury resort/hospitality experience strongly preferred.
• Bachelor's degree in Hospitality Management, Business, Communications, Marketing, Recreation, or a related field preferred.
• Exceptional interpersonal and relationship-building skills.
• A polished, professional presence and genuine enthusiasm for working directly with Members.
• Demonstrated ability to independently manage programs and projects from planning through execution.
• Excellent organization, attention to detail, and follow-through.
• Strong written and verbal communication skills.
• The ability to manage multiple priorities, deadlines, and stakeholders simultaneously.
• Sound judgment and discretion when working with Members and confidential information.
• Strong problem-solving skills and the ability to anticipate needs.
• Proficiency with Microsoft Office.
• Experience with Clubessential, Jonas, or similar club management platforms preferred.
• Familiarity with Canva, social media, email marketing, website content management, photography, or digital content creation is beneficial.
• Knowledge of Hilton Head Island and the greater Lowcountry community is a plus.

Essential Job Function

• Serves as a welcoming and knowledgeable Clubhouse concierge, greeting Members and guests, answering the general Clubhouse telephone, responding to Member requests, and coordinating follow-through as needed.
• Manages the new Member onboarding and orientation experience, including Member records, orientations, photographs, welcome materials, internal introductions, and ongoing follow-up.
• Coordinates the WexConnect Ambassador Program and new Member engagement opportunities.
• Develops strong relationships with Members and helps connect them with Wexford amenities, programs, services, and other Members.
• Plans, coordinates, and manages Wexford Wellness, guest speakers, educational programs, and other Member Experience initiatives.
• Researches and recommends new programs, partnerships, and experiences based on Member interests and Club priorities.
• Supports Wexford's Realtor engagement and education efforts, including Realtor relationships, tours, events, prospective Member experiences, resources, and records.
• Supports the Director of Marketing & Member Services with website updates, social media, routine eBlasts, digital displays, and other Member communications.
• Captures routine photography and content at Club programs and events and assists in maintaining Wexford's digital media library.
• Attends select Member programs and Club events as a visible Member Services representative and assists with Member-facing needs.
• Maintains accurate Member information, program records, departmental procedures, participation information, and other Member Services documentation.
• Collaborates with all departments to coordinate Member programs, resolve Member needs, and support a consistent Club experience.
• Independently manages assigned projects and provides research, coordination, and operational support to the Director of Marketing & Member Services.
• Identifies opportunities to improve the Member experience and proactively recommends solutions and next steps.
• Performs other related Member Services duties and special projects as assigned.
• This position does not have any supervisory responsibility.
• This position does have access to confidential information, including property owner files, email communications, annual budgets, and reports.

Physical Demands

• Must be able to sit for a prolonged period of time.
• Must be able to lift and carry 25 lbs.
• Must be able to stoop or kneel to access files.
• Must be able to speak, write and read using fluent English.
• Must be able to see the computer screen, paperwork, etc.