Club Member Experience Manager

The Club Member Experience Manager is responsible for standards and strategy development of all aspects of the private Club Membership experience at the Disneyland Resort. A key to success of this role is partnering with multiple lines of business and acting as liaison to administrative and support teams in order to deliver a comprehensive membership experience on par with the Disney brand.
Your Role:
Business Focus:
Maintain consistent quality of documentation and thorough, strategic consistent process management
Manage the Membership program for annual enrollment renewals
Support changes to member types, initiation and annual dues, changes to membership capacity and introduction/elimination of benefits and privileges
Establish and monitor compliance with all Membership rules and regulations documented in program agreements in order to insure consistent application and treatment of all parties
Establish key performance metrics and goals for the business and strategize based upon all significant deviations
Ensure timely communication and sharing of information within the Membership program toward internal Cast, resort wide partners and club membership
Oversee annual operating plan for the membership experience and administration costs
Analyze and drive continuous improvement of business level P&L
Experience Focus:
Spearhead the development and delivery of exceptional service at every point of contact with Club Members
Ensure experience through auditing and analyzing required improvements
Uphold seamless Member experiences through alignment with all of the associated lines of business that provide service to the Membership including but not limited to: club operations, Resort Special Activities, Entertainment, Special Events, Member Services
Continuously improve the program of member benefits, products, services and amenities continuing to align with current trends and industry development
Participate in Member event experiences and activities
Coordinate the onboarding and orientation program for new Members ensuring consistent quality, clarity of benefits and rules, integration of new Members' first year experience and relationship development from day one
Leader Focus:
Lead and inspire two salaried experience managers and a communications coordinator to teach and transfer knowledge and drive and deliver business results
Relationship Focus:
Foster positive relationships with existing corporate and individual Club Members
Provide opportunities for Members to share feedback in an open forum and take appropriate action as necessary
Promote an environment focused on delivering personalized Member interactions
Develop and maintain a thorough and timely communication program for internal and external constituents
Coordinate between operations, administration and Member Services to administer a peak quality onboarding, orientation and first year program for new members
Administer relevant contractual agreements through corporate alliances and business partners
What We're Looking For:
Bachelor's degree
Demonstrated ability to creatively manage a niche business with a high degree of sound business acumen
Minimum five years' experience leading leaders within a business environment
Demonstrated strong and confident communication skills
Strength in balancing multiple priorities
Previous revenue responsibility managing a budget and maintaining P&L
Ability to inspire, provide direction and drive effectiveness for the leadership team
Ability to develop direct reports as individuals and as a team by providing a work environment in which they excel
Demonstrated passion for Guest service and commitment to Cast Members
Demonstrated focus on continuous improvement
Demonstrated strategic thinking and analytical skills
Demonstrated problem solving and decision making skills
Demonstrated strong networking skills
Demonstrated ability to deal effectively with conflict
Demonstrated organizational and time management skills with attention to detail
How To Stand Out:
Related internal experience incl. leadership experience
Who We Are:
"We make magic." That's our motto at Walt Disney Parks and Resorts. And it permeates everything we do. At Disney, you'll help inspire that magic by enabling our teams to push the limits of entertainment and create the never-before-seen!

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