Member Success Specialist- Kids/Events

Member Success Specialist- Kids/Events at The Met Athletic Club | Premier Houston Fitness Club

Ready to join a dynamic company in the hospitality and service industry where people help drive the success of the business? Since its inception in 1957, Invited has operated with the central purpose of building relationships and enriching the lives of our members, guests and more than 17,000 employees. We are the largest owner and operator of private clubs nationwide, with 130+ country clubs, city clubs, and athletic clubs. Our Clubs offer first-class amenities, including championship golf courses, modern workspaces, handcrafted cuisine, resort-style pools, state-of-the-art racquet facilities, fitness centers, and much more. Come be a part of this incredible and inclusive team at Invited!

The Member Success Specialist Kids & Events is responsible for driving family member engagement, retention, and satisfaction through Kids Club programming, family-focused experiences, and clubwide member events at The Met Athletic Club. This role serves as the dedicated member relationship owner for the club's family membership building deep relationships with parents and children, identifying at-risk family members through engagement data, and proactively driving programming, events, and personal outreach that strengthen each family's connection to the club. The MSS Kids & Events works in close partnership with the Kids Club Supervisor, Kids Club Attendants, Assistant General Manager, and Sales Team to ensure a seamless member journey across family onboarding, kids programming, social events, and ongoing relationship management. This role also leads clubwide event execution from holiday parties to member appreciation programs to family-friendly weekend activities. This role embodies the ClubLife experience by creating personalized "magic moments" for families and ensuring each member parent and child alike feels welcomed, valued, and connected to a vibrant club community.

Reporting Structure

Reports directly to the Assistant General Manager (AGM) Direct AGM oversight (no department director dotted line Kids Club Supervisor is a peer role) Coordinates closely with the Kids Club Supervisor on programming integration and family member experience Collaborates with all department directors (Tennis, Fitness, Facilities, Kids Club) on clubwide event execution Partners with the Sales Director and Sales Team on family member acquisition and onboarding Partners with other Member Success Specialists (Tennis, Fitness) to support multi-interest family members

Family Member Relationship Management Build and sustain meaningful relationships with family members and their children, anticipating their needs and providing exceptional service across both parent and child touchpoints. Maintain a dedicated portfolio of family members and conduct regular check-ins, satisfaction touchpoints, and family-focused conversations. Serve as the primary point of contact for family members regarding Kids Club, family programming, birthday parties, summer camps, and special events. Identify at-risk family members based on usage patterns, Kids Club attendance trends, and engagement signals; execute proactive retention outreach. Build rapport with children and remember names, ages, interests children's experience drives parent retention. New Family Onboarding Implement structured 30/60/90-day onboarding programs for new family members, ensuring smooth integration of both parents and children into the club community. Conduct family-specific orientation tours showcasing Kids Club, family amenities, pool, and programming. Facilitate first Kids Club visits and ensure positive early experiences for children. Connect new family members to age-appropriate programming, summer camps, and family events. Coordinate with MSS Tennis and MSS Fitness when family members have multi-interest profiles. Kids Programming Integration Partner with the Kids Club Supervisor on programming strategy, schedule, and member family experience. Help develop and promote kids programming summer camps, after-school activities, holiday camps, junior sports clinics, family fitness classes. Drive participation in kids programs through targeted parent communication and personal outreach. Coordinate junior tennis programs in partnership with MSS Tennis and Tennis Pros. Coordinate kids fitness programs in partnership with MSS Fitness and Group Exercise Instructors. Support birthday party bookings, family event reservations, and special celebration requests. Clubwide Member Events Execution Plan and execute clubwide member events holiday parties (Easter, Independence Day, Halloween, Thanksgiving, holiday season), member appreciation events, summer kickoffs, back-to-school programs. Lead family-focused weekend programming including movie nights, pool parties, themed brunches, and seasonal celebrations. Coordinate logistics for all clubwide events: venue, F&B (in partnership with Citizens), entertainment, decor, communications, and member experience. Manage event budgets, vendor relationships, and post-event member feedback collection. Partner with the AGM on event strategy aligned with annual member engagement calendar. Collaborate with all departments on multi-departmental events that include kids, fitness, tennis, or wellness components. Communication & Outreach Maintain regular communication with assigned family member portfolio via email, phone, text, and in-person interactions. Execute targeted communications campaigns for family programs, Kids Club, summer camps, and clubwide events. Build relationships with parents during Kids Club drop-off and pickup windows. Lead new family member orientations and welcome experiences. Support marketing and promotional efforts for family programming, kids camps, and member events. Data, Reporting & Member Insights Maintain accurate member records, family profiles (including children's names, ages, interests), engagement notes, and outreach history in the CRM system. Track key engagement metrics: family member retention rate, Kids Club participation, event attendance, summer camp enrollment. Report regularly to the AGM on portfolio health, event performance, and family retention indicators. Use member data analytics to identify trends, opportunities, and at-risk indicators specific to family members. Provide member feedback synthesis to inform programming, event design, and family service decisions.

Additional Duties

Due to the dynamic nature of the club, employees are expected to assist others as needed and take on additional tasks as assigned by management. Follow all company, club, and department policies, procedures, and instructions. Maintain a high level of professionalism and a commitment to excellence in interactions with members, colleagues, and staff. Promote and follow safe working practices, ensuring compliance with safety guidelines and encouraging others to do the same. Take the initiative in personal and professional growth and maintain any required certifications relevant to the role. Address and resolve challenges using available resources, working with regional and corporate teams to support club operations. Support the overall efficiency of the team by collaborating and contributing to the club's goals. Attend daily briefings and actively engage in required activities to stay informed and contribute to the team's success.

About You

Required High school diploma or equivalent. Minimum 2 years of experience in member service, customer relations, hospitality, event planning, or relevant family programming experience. Strong interpersonal and communication skills, both written and verbal comfort with parents AND children essential. Demonstrated ability to build relationships and manage a portfolio of customer or member relationships. Working knowledge of event planning, logistics coordination, and family programming. Current CPR/AED certification (or willingness to obtain within 60 days of hire). Background check and any required certifications for working around children. Proficient in Microsoft Office Suite and CRM systems.

Preferred Bachelor's degree in Hospitality Management, Event Management, Recreation, Communications, Early Childhood, or related field. Prior experience in private club, premium hospitality, hotel events, or family-focused environment. Event planning experience clubwide events, weddings, corporate events, or family programs. Youth program leadership background camp counselor, recreation programmer, teacher, or similar. Experience with Salesforce or similar CRM platforms. Strong organizational and time management skills with the ability to manage multiple events and member relationships simultaneously. Track record of meeting or exceeding retention, engagement, or event participation metrics. Creative thinker with a flair for designing memorable family experiences. Bilingual (English/Spanish) a plus for Houston market.

Physical Requirements

Must be able to stand, walk, and perform physical activities for extended periods during events and Kids Club visits. Ability to work in varying temperatures and environments Kids Club, pool deck, event spaces, outdoor party areas. Capable of climbing ladders, squatting, kneeling, reaching, grasping, twisting, bending, and folding/unfolding as required. Able to lift, carry, push, and pull up to 30 lbs. occasionally (event setup, supplies, decor). Comfort interacting at children's eye level (kneeling, sitting on floor, getting low for child engagement). Effective communication skills with sufficient visual acuity, including talking and hearing.

Work Schedule

Attendance requirements include flexibility across weekdays, evenings, and weekends to align with peak family member activity. Significant weekend hours required to support family events, parties, and weekend programming. Evening hours during peak Kids Club times and during member events. Additional hours required for major holiday events, summer camp season, and seasonal peaks. Expected to be present during clubwide events including evenings and weekends. Schedule includes a mix of administrative time (CRM, event planning) and member-facing time (Kids Club presence, event execution).

What We Offer

We believe in taking care of our team, and our Total Rewards package reflects that commitment. Your actual base pay will be determined by your skills, experience, education, location, andif you're in a non-exempt rolehours worked. While not all roles at Invited are full-time, those full-time team members have access to a comprehensive benefits package that includes:

• Medical, dental, and vision coverage