Senior Membership Manager

Multnomah Athletic Club is more than Portland’s most legendary hub of sports and socializing. It’s like a small city unto itself. Where else can you find four restaurants, three pools, a climbing gym, state-of-the-art studios and fitness suite, a complex of racquet sport courts, massage offerings, a boutique, plus a grand ballroom and variety of events spaces all in one place? To say that every employee of MAC has room to move is an understatement almost as big as MAC’s 600,000 square feet of recreational possibilities.

Want a career with a future? A campus worth exploring? A one-of-a-kind community on which you can have a direct impact? MAC is all of those things and more.

• Develop and execute strategies that strengthen member acquisition, onboarding, engagement, retention, and overall membership health.
• Partner with Club leadership and committees to advance long-range membership goals and strategic initiatives.
• Oversee membership pathways, admissions processes, waitlist management, and membership transitions.
• Analyze member engagement, satisfaction, and retention trends to identify opportunities for growth and improvement.
• Monitor industry trends and best practices to continually enhance membership programs and services.

• Serve as the primary staff liaison to the Membership and Diversity Admissions Committees.
• Prepare agendas, reports, application reviews, policy analysis, and supporting documentation for committee meetings.
• Interpret and apply Club bylaws, rules, and membership policies with consistency and sound judgment.
• Present recommendations, analyses, and policy matters to committees and Board leadership.

• Supervise and develop a team supporting member experience, admissions, operations, and analytics.
• Provide coaching, mentorship, performance management, and professional development opportunities.
• Manage staffing plans, workloads, scheduling, budgets, and departmental priorities.
• Foster a culture of accountability, collaboration, innovation, and continuous improvement.

• Ensure the integrity, confidentiality, and accuracy of membership data and records.
• Develop and monitor key membership performance metrics and dashboards.
• Produce reports, presentations, and trend analyses for leadership, committees, and the Board of Trustees.
• Translate data into actionable insights that improve engagement, retention, and operational performance.

• Ensure a seamless and exceptional member experience across all stages of the membership journey.
• Resolve complex and sensitive member matters with professionalism, discretion, and sound judgment.
• Partner with Communications to ensure membership-related messaging is accurate, effective, and member-focused.
• Enhance onboarding programs and engagement initiatives that strengthen member connection and loyalty.

• Assist with annual budgeting, forecasting, and monitoring of membership-related revenue and expenses.
• Oversee initiation fee reconciliation and related financial processes.
• Evaluate and improve membership systems, workflows, reporting capabilities, and operational practices.
• Partner with Technology and other departments to leverage automation, AI, and emerging technologies to improve efficiency and member engagement.

• Bachelor's degree or an equivalent combination of education and experience.
• Seven (7) or more years of progressive experience in membership, member services, customer experience, hospitality, or a related field.
• At least three (3) years of leadership experience managing teams and business operations.
• Experience developing and executing membership lifecycle strategies, including acquisition, onboarding, engagement, and retention initiatives.
• Experience working with committees, boards, or governance groups.
• Demonstrated ability to balance member service excellence, operational priorities, and organizational objectives.

• Experience within a private club, hospitality, association, or member-based organization.
• Knowledge of private club governance, committee structures, member relations, and admissions processes.

• Strategic thinker with the ability to turn organizational goals into measurable results.
• Strong leadership skills, including coaching, team development, performance management, and succession planning.
• Excellent verbal and written communication skills with the ability to present effectively to senior leaders, committees, and boards.
• Strong analytical and problem-solving abilities with experience using data to drive decisions.
• Proficiency with CRM systems, membership management platforms, Microsoft Office Suite, and related business technologies.
• Outstanding customer service skills and ability to handle sensitive situations with professionalism and discretion.
• Ability to maintain confidentiality and exercise sound judgment when working with member and governance information.

• Availability to work evenings, weekends, and other non-traditional hours to support committee meetings, board meetings, member events, and operational needs.
• Ability to work on-site regularly as this is not a hybrid position.
• Ability to meet the physical requirements of the role, including extended periods of sitting, standing, walking, and occasional lifting of up to 25 pounds.

The Multnomah Athletic Club is an equal opportunity at will employer and does not discriminate against any employee or applicant for employment because of age, race, religion, color, disability, sex, sexual orientation or national origin.