Member Experience Coordinator | Full-Time | Virginia Tech Club

Oak View Group (OVG) is the global leader in premium live entertainment infrastructure and services, with a platform spanning venue development and end-to-end capabilities across venue management, hospitality, and sponsorship sales. Founded in 2015, the company serves a collection of seven world-class owned venues and a client roster of the most iconic arenas, stadiums, convention centers, music festivals, performing arts centers, and cultural institutions, spanning four continents. 

The Member Experience Coordinator plays an integral role on the Member Experience Team, supporting department initiatives and projects while creating exceptional experiences for Club Members before, during, and after every visit. This position is focused on delivering the Club’s signature service standards through warm welcomes, meaningful magic moments, and memorable fond farewells. The Member Experience Coordinator serves as a key point of contact for members, managing communications and inquiries, supporting reservations and member preferences, promoting Club events, programs, facilities, services, and experiences, and building strong relationships with members and guests. The position also supports key ClubLife initiatives, including birthday campaigns, reservation follow-up, signature event invitations, and new member onboarding, with a strong emphasis on name recognition, personal connection, and helping new members feel welcomed and engaged within the Club. The Member Experience Coordinator reports directly to the Director of Member Experience.

This role pays an hourly rate of $18.00 - $22.00.

Benefits for Full-Time Roles: Health, Dental, and Vision Insurance, 401(k) Savings Plan, 401(k) matching, and Paid Time Off (vacation days, sick days, and 11 holidays)

This position will remain open until December 31, 2026.

• Coordinate and distribute emails to members meeting the club's communication standards.
• Populate the event calendar and create event registration confirmations.
• Set up for member check-in, i.e., name badges and welcome signs.
• Event setup of décor or warm welcomes.
• Create and send out thank you cards to speakers.
• Post photos of the event on social media.
• New Member Welcome Calls | ‘Warm Welcome' | Invitation to New Member Orientation.
• Responding to posts, creating copies, and verifying the accuracy of the event calendar on the Facebook page.
• Members' first updates to events and registration.
• Update in Club marketing, i.e., posters, table tents, enplug, etc.
• Support ARMI calls or data entry in Tableau.
• Support in the completion of new member data entry and follow-up.
• Running Member Birthday/Anniversary list for engagement.
• Support in processing resignations and follow-up.
• Define magic moments and execute within the club.
• Write personalized postcards to invite members to events.
• Work with department heads to identify, complete, and implement one unified annual club calendar of member events.
• Function as the club representative on various member committees.
• Adhere to all company, club, and department standards of operations, policies, and procedures, whether written or verbal.
• Conduct ourselves professionally, be respectful, and work safely.
• Attend daily line-up and participate as requested.
• Take pride in our appearance by arriving to work in a clean and neat uniform and properly groomed according to club standards.
• We are open, flexible, and adaptable to take care of our members' and guests' changing needs.
• Understand service recovery procedures for members/guests.
• Notify GM and/or department head(s) of member/guest complaints. Rectify by using service recovery procedures as soon as possible.
• We are ready to assume different responsibilities as needed and requested as an essential part of our jobs.

• 1-2 years of experience in the hospitality industry or similar.
• Service-oriented mindset, making every guest feel valued.
• Strong communication skills in verbal, written, phone, text, and social media communications.
• Work well under pressure, coordinating multiple tasks at any given time.
• Strong organizational skills and attention to detail.
• Must have a positive phone demeanor.
• Advanced working with the Microsoft Office suite, including Word, Outlook, and Excel.
• Positive attitude and willingness to work as part of a team.
• Must be able to stand and walk for extended periods.
• Ability to work at home for Hokie Football games is required.
• Must be able to work a flexible schedule, including weekends and/or holidays, as needed.

At OVG, we understand that to continue positively disrupting the sports and live entertainment industry, we need a diverse team to help us do it. We also believe that inclusivity drives innovation, strengthens our people, improves our service, and raises our excellence. Our success is rooted in creating environments that reflect and celebrate the diverse communities in which we operate and serve, and this is the reason we are committed to amplifying voices from all different backgrounds.

Oak View Group is committed to equal employment opportunity. We will not discriminate against employees or applicants for employment on any legally recognized basis (“protected class”) including, but not limited to veteran status, uniform service member status, race, color, religion, sex, national origin, age, physical or mental disability, genetic information or any other protected class under federal, state, or local law.