Assistant Director of Lifestyle & Member Experience

Job Title: Assistant Director of Lifestyle & Member Experience

Department: Lifestyle & Member Experience

Reports To: Director of Lifestyle & Member Experience

Position Summary

Broken Sound Club is seeking a dynamic, service-driven, and results-oriented Assistant Director of Lifestyle & Member Experience to support the leadership, development, and operational success of the Club's Lifestyle & Wellness division. This position partners closely with the Director of Lifestyle & Member Experience to oversee Spa & Salon Operations, Youth Programs, and Aquatics while ensuring exceptional member experiences, operational excellence, financial performance, and team development.

The Assistant Director serves as a visible leader throughout the Club and plays a key role in driving member engagement, supporting strategic initiatives, fostering a culture of service excellence, and ensuring departmental alignment with the Club's mission, values, and long-term objectives.

Essential Responsibilities

Member Experience Leadership

• Serve as an ambassador of Broken Sound Club's culture, values, and commitment to service excellence.
• Build strong relationships with members through visibility, engagement, responsiveness, and personalized service.
• Support Club-wide initiatives designed to enhance member satisfaction, retention, and engagement.
• Assist with service recovery efforts and proactively address member concerns.
• Collaborate with department leaders to deliver seamless and memorable member experiences.
• Support the planning and execution of Club events, wellness initiatives, and lifestyle programming.

Spa & Salon Operations

• Provide leadership and operational oversight of Spa & Salon operations.
• Ensure exceptional service standards, facility presentation, cleanliness, and member satisfaction.
• Monitor scheduling, staffing, productivity, and service performance.
• Assist with budgeting, inventory management, purchasing, and expense control.
• Evaluate service offerings and recommend enhancements that improve member experiences and departmental profitability.
• Ensure compliance with operational procedures, sanitation standards, and industry best practices.

Youth Programs & Family Engagement

• Provide leadership and oversight of youth programming, family events, camps, and recreational activities.
• Support the Youth Program Manager in developing engaging, innovative, and safe programming.
• Monitor program participation, effectiveness, and member feedback.
• Ensure compliance with all applicable safety procedures and childcare regulations.
• Promote family engagement opportunities that enhance member participation and satisfaction.
• Support staffing, training, scheduling, and performance management initiatives.

Aquatics Operations

• Support the Director of Aquatics and Aquatics leadership team in managing daily operations and programming.
• Ensure aquatics facilities maintain the highest standards of safety, cleanliness, and presentation.
• Monitor staffing levels, scheduling, certifications, and training compliance.
• Assist with aquatics events, swim programs, camps, and member engagement initiatives.
• Ensure compliance with all federal, state, county, and Club safety regulations.
• Support continuous improvement of aquatics services and programming.

Leadership & Team Development

• Recruit, onboard, train, mentor, and develop department leaders and associates.
• Foster a positive, collaborative, and high-performing team culture.
• Conduct performance evaluations, coaching conversations, and development planning.
• Establish accountability standards and performance expectations.
• Promote professional growth and succession planning initiatives.
• Lead by example through professionalism, integrity, and service excellence.

Financial Management & Operational Excellence

• Assist in developing and managing departmental budgets.
• Monitor revenue, expenses, labor costs, and operational performance metrics.
• Support purchasing, inventory management, and cost-control initiatives.
• Analyze departmental performance and recommend opportunities for improvement.
• Ensure efficient utilization of resources while maintaining exceptional service standards.
• Support strategic planning initiatives and departmental goal achievement.

Administration & Strategic Support

• Assist with policy development, Standard Operating Procedures (SOPs), and departmental documentation.
• Prepare operational reports, participation metrics, and performance analyses.
• Participate in leadership meetings, planning sessions, and committee meetings.
• Support Club-wide projects and cross-departmental initiatives.

1. Assume leadership responsibilities in the absence of the Director of Lifestyle & Member Experience.