Membership Experience Manager

  • NeueHouse
  • Jun 10, 2022
Full time

Job Description

NeueHouse is the private workspace and cultural home for creators, innovators, and thought leaders. With iconic buildings, timeless design, thought-provoking cultural experiences, and elevated hospitality, NeueHouse has reimagined the ideal environment for creative potential and progress.

Our Properties

NeueHouse currently operates across three different, but equally iconic properties in New York City and Los Angeles:

Our Madison Square (MSQ) House is situated in New York's iconic Flatiron District

Our Hollywood House (HWD), which sits on Sunset Boulevard, is one of LA's most celebrated buildings and occupies the original CBS Studio (the world's first structure built intentionally for broadcast).

Our Bradbury House (BB) sits within the Bradbury building in DTLA.

In late summer 2022, we are opening our much anticipated "house on the beach" at 73 Market Street in the heart of Venice Beach. Once the creative home to some of the most influential creative luminaries in art and entertainment including Hal Ashby, Oliver Stone, and David Hockney, NeueHouse Venice Beach is a new work, social, and cultural hub for the Venice creative community, with an exquisite rooftop restaurant, light-filled bar, and expanded amenities for the Venice set.

Explore NHVB:

The Role

Guiding the core member-facing operations for NeueHouse Venice Beach, the Membership Experience Manager ensures a consistent and best-in-class service experience for all Members & Guests. Focusing on the execution of membership amenities and services, business amenities, communications subscription services, and direct Member communication on the above.

Reporting into the General Manager of Venice Beach and partnering closely with the Operations Manager and Member Experience Associates, this role proactively and graciously finds ways to embed and solve for hospitality in even the smallest of daily details. All of the teams at NeueHouse are lean and operate with a mindset of "no task is too small." Our Membership Experience Manager must expect to manage through ambiguity and will need to problem-solve for multiple areas of the business (sometimes simultaneously) while supporting their own administrative workload, team, and associated vendors.

Requirements

3+ years of hospitality or private clubs (Front Desk Operations) skills preferred with experience in leading teams or being able to prove the readiness to lead a team

NeueHouse is open to and encourages individuals with diverse educational and training backgrounds to apply for the role

Collaborative, communicative, and a low ego leader, the VB Membership Experience Manager role requires someone who is ready to lead and motivate all Member Experience Associates (MEAs)

Review member contracts and website inquiries meet prospects and conduct tours across all membership tiers. supply membership accounts with accurate information on all member agreements and incidental charges

Can become fluent in our Membership tiers + will support the Membership Development team in the LA region by vetting leads for prospective member inquiries as they occur organically on the property

Lend insights to develop House-level SOPs and services as needs arise/change

Oversee new member onboarding, including organizing new member orientation, and creating new member face sheets and associated documentation

Work alongside property GM to develop and maintain budgets of member programs, initiatives, and experiences to enrich the member experience.

Act as a voice for current members by looking out for their best interests and needs, and listening/sharing their feedback with solutions in mind.

Work with Global Director of Memberships + Property GM in all/any member revenue generating initiative or loyalty programming.

Bringing presence and personality to our members by connecting them to the community. Creating, hosting, and executing member moments and activations including but not limited to: Entertainment, Surprise and Delights, Member Happy Hours, and Vacation celebrations.

P&L and Budget responsibilities including: Driving top-line revenue and the managing of wages and operational expenses.

Month-end performance reporting and variance explanations. Create actionable solutions to align revenue to budget and implement necessary adjustments as needed.

Member Services and Needs oversight:Oversee and support the Member services and oversight of the front desk department

Ensure Front Desk Team is working by SOPs and following member rules and guidelines, managing the door, and supporting the Membership team in executing day-to-day member needs.

Membership Account Management Audit / Review Occupancy report weekly based on tour conversions

Generate accurate house reports via Nexudus/CRM.

Support inbound lead distribution, assigning tours to MEAs, Membership Development, Event Sales teams as needed.

Oversee member move-ins and move-outs procedures.

Be point of contact with CRM: Support overall data management to ensure member databases are correct, that we are utilizing the programs to the best we can, and that all relevant data is captured and used for sales and retention purposes

Assist with maintenance of membership database to ensure it is up-to-date with current information on all members, including contract agreements, floorplan assignments, access card numbers, etc.

Serve as middle contact between accounts and members when required

Upholding COVID-19 operational safety standards

Updating as needed with input + coordination from all departmental heads and People & Culture team

Overseeing and maintaining sanitizing stations on all floors

Coordinating bagging and distribution of Member and Staff face masks with Concierge Porter team

Physical Requirements:

Ability to work long hours as business needed/ required

Ability to maintain a flexible schedule

Able to lift up to 35lbs as needed

Able to stand for long periods of time as needed/required (Front Desk)

COVID19: The health and well-being of our members and staff has been our number one priority and the guiding force behind all of our decisions as we open our doors. We encourage you to learn more about our commitment to safety by reading through the steps we have taken to ensure that all Members and teams feel safe, comfortable, and secure, going forward on our website.

Diversity & Representation: NeueHouse is committed to building and supporting diverse and representative communities and extends Equal Employment Opportunities to qualified applicants and employees on an equal basis regardless of an individual's age, race, color, sex, religion, national origin, disability, sexual orientation, gender identity or expression, pregnancy status, marital status, military or veteran status, genetic disposition or any other reason protected by law.

Benefits

Health Care Plan (Medical, Dental & Vision)

Retirement Plan (401k, IRA)

Life Insurance (Basic, Voluntary & AD&D)

Paid Time Off (Vacation, Sick & Public Holidays)

Family Leave (Maternity, Paternity)

Short Term & Long Term Disability

Training & Development

Free Food & Snacks

Wellness Resources