MEMBER EXPERIENCE MANGER
Fort Smith, Arkansas
Full-Time or Part-Time | Competitive Compensation Based on Experience
Reports To: Clubhouse Manager
Build Relationships. Create Experiences.
Grow Our Community.
Hardscrabble Country Club isn't looking for another manager.
We're looking for the person who makes every member feel like they belong.
As Hardscrabble Country Club begins its second century, we're investing not only in our golf course and facilities, but in our members.
We believe people don't remain members simply because of beautiful golf, outstanding dining, or exceptional amenities.
They stay because they build friendships.
They create memories.
They feel connected.
That's why we're creating the new position of Member Experience Manager.
This position exists to own the health of Hardscrabble Country Club's membership.
Your mission is simple:
Keep our membership strong, engaged, and growing.
You'll accomplish this by building meaningful relationships, creating exceptional member experiences, increasing participation, strengthening member retention, welcoming prospective members, and helping Hardscrabble maintain a thriving membership of 700+ member families.
This is not a traditional membership sales position.
While you'll conduct membership tours, guide prospective members through the application process, and help grow the Club through referrals and relationship-building, your primary responsibility is ensuring our current members remain engaged, connected, and proud to call Hardscrabble home.
If you believe hospitality is about building lifelong relationships, not simply serving customers, we'd love to meet you.
Full-Time or Part-Time Opportunity
We know exceptional people don't always fit into a traditional schedule.
For the right candidate, this position may be offered as either full-time or part-time based on experience, availability, and the strengths you bring to our team.
If you're the right person, we'll build the position around you.
What You'll Do
You won't spend your day sitting behind a desk.
You'll spend your time throughout the Club:
- Greeting members
- Learning names
- Introducing members to one another
- Hosting events
- Following up with families
- Welcoming new members
- Giving membership tours
- Planning memorable experiences
- Encouraging participation
- Building community
Simply put...
You'll become one of the most recognizable and trusted faces at Hardscrabble Country Club.
Primary Responsibilities
Member Engagement & Retention
- Build meaningful relationships with members and their families.
- Personally welcome every new member.
- Conduct 30-day, 90-day, six-month, and one-year follow-up meetings.
- Contact underutilized members and reconnect them with the Club.
- Learn about members' interests and introduce them to programs, golf, dining, fitness, tennis, pickleball, pool activities, and social events.
- Identify members who may be at risk of leaving and proactively improve their experience.
- Conduct member satisfaction surveys and assist with exit interviews.
Membership Growth
Although this role is primarily focused on member experience and retention, you'll also play an important role in growing the Club.
Responsibilities include:
- Conducting membership tours
- Following up on membership inquiries
- Guiding prospective members through the application process
- Assisting the General Manager and Clubhouse Manager in achieving annual membership goals
- Encouraging referrals from existing members
- Supporting membership marketing initiatives
- Delivering an exceptional first impression for every prospective member
Success isn't measured simply by memberships sold.
Success is measured by creating an experience so exceptional that members stay, participate, and enthusiastically recommend Hardscrabble to their friends and family.
Member Events & Community
Help Plan and host engaging events including:
- New Member Mixers
- Family Events
- Wine Tastings
- Trivia Nights
- Pool Parties
- Pickleball & Tennis Socials
- Beginner Golf Clinics
- Couples Events
- Young Professional Gatherings
- Ladies Programs
- Networking Events
- Kids Activities
Bring fresh ideas that create excitement and encourage participation throughout the Club.
Member Communications
Help keep members informed through:
- Email
- Text Messaging
- Social Media
- Monthly Newsletters
- Event Promotion
- Member Surveys
- Club Announcements
Communication should be timely, engaging, and personal.
Membership Database
Maintain accurate member information including:
- Contact Information
- Family Members
- Birthdays
- Anniversaries
- Interests
- Communication Preferences
- Referral Sources
- Member Notes
Great relationships begin with great information.
Hospitality Leadership
Maintain a visible presence throughout the Club by spending time in:
- Clubhouse
- Golf Operations
- Dining
- Pool
- Fitness Center
- Tennis
- Pickleball
- Lake House
Our members should know your name.
And you should know theirs.
What Success Looks Like
You will own the overall health of Hardscrabble Country Club's membership.
Success means our members are engaged, connected, participating, and excited to invite others to become part of our community.
Your scorecard includes:
- Maintaining a thriving membership of 700+ member families
- Increasing member engagement
- Improving member retention
- Growing referral memberships
- Delivering exceptional new member onboarding
- Maintaining accurate membership records
- Increasing event participation
- Building an incredible sense of community
Weekly Scorecard
- Meet at least 15 members you haven't previously met.
- Personally contact 10 underutilized member families.
- Welcome every new member.
- Conduct prospective member tours as needed.
- Send five handwritten birthday, anniversary, or thank-you notes.
- Introduce five members to one another based on common interests.
- Attend major Club events.
- Maintain accurate member engagement notes.
- Bring one new idea each week that improves the member experience.
First 90 Days
During your first three months, you'll:
- Learn as many member names as possible.
- Organize and update the membership database.
- Launch a structured new member onboarding process.
- Begin contacting underutilized members.
- Build a 12-month member engagement calendar.
- Become a familiar face throughout the Club.
- Establish reporting for member engagement and retention.
We're Looking For Someone Who Is...
- Naturally outgoing
- Friendly and welcoming
- Passionate about hospitality
- Organized
- Self-motivated
- Creative
- Positive
- A strong communicator
- Comfortable with technology
- A genuine relationship builder
Ideal Experience
Experience in one or more of the following is preferred:
- Country Clubs
- Hospitality
- Hotels & Resorts
- Event Planning
- Customer Success
- Member Services
- Marketing
- Luxury Service
- Community Relations
- Restaurant Management
- Wedding & Event Venues
- Disney
- Chick-fil-A Leadership
Career Growth
This is a newly created position with tremendous opportunity.
The right candidate will help build Hardscrabble's Member Experience Department from the ground up and may have the opportunity to advance into a Director of Member Experience leadership role as the Club continues to grow.
About Hardscrabble Country Club
Founded in 1926, Hardscrabble Country Club has proudly served the Fort Smith community for more than 100 years.
Today, Hardscrabble offers championship golf, exceptional dining, indoor tennis, outdoor pickleball, fitness, aquatics, family programming, and one of the most active social calendars in the region.
As we begin our second century, we're investing in our golf course, clubhouse, amenities—and most importantly, our members.
We believe great clubs are built through great relationships.
If you believe the same, we'd love to meet you.
Apply Today
Please submit your resume along with a brief cover letter explaining why you'd be a great fit for this unique opportunity.
Email: [email protected]
Or apply directly through Indeed.
At Hardscrabble Country Club, you'll do more than build a career—you'll help build a community.
Benefits:
- Dental insurance
- Flexible schedule
- Health insurance
- Vision insurance
Work Location: In person
