Member Experience Manager
NeueHouse, United States
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, was previously home for Tepper Galleries, a well-known Manhattan auction house for international artists and collectors in the 1930s and neighbors the 69th Regiment Armory where the first International Exhibition of Modern Art was held.
- 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). Here genre- defining artists from Orson Wells and Lucille Ball, to Janis Joplin, the Beach Boys, and Bob Dylan built their legacy.
- Our Bradbury House (BB) sits within the Bradbury building in DTLA. Built in 1893, the Bradbury Building is an architectural masterpiece and one of Los Angeles’ most historic landmarks. It has been heralded as one of the most thrilling spaces in all of North America and is renowned for its breathtaking skylit atrium filled with walkways, stairs, balconies, and intricate ironwork.
These properties are complemented by forthcoming houses in Venice Beach, and Miami, as well as proposed European locations. Regardless of locale, and by deliberate design, all of our environment and teams support, nurture and connect the NeueHouse community in reaching their creative potential.
The Role
Delivering outstanding experiences for NeueHouse members and their guests, the Member Experience Manager is a leader on our dynamic Member Experience team. Reporting to Associate Director and general property management, the role stewards daily front-of-house and member-facing operations, circulates throughout the house assisting members where necessary, pivots to support colleagues cross-functionally, maintains administrative discipline for the team, and offers guidance and hospitality at every opportunity.
Our Member Experience team represents NeueHouse with generosity, curiosity, authenticity and kindness in every interaction. All NeueHouse teams operate with a mindset of no task is too big or too small and the Manager must expect to manage through ambiguity in supporting all departments to meet the needs of the house.
Requirements
Effervescent, culturally curious, and a believer in the practice of hospitality, the Member Experience Manager is ready to:
- Lead by example across every step of the member and guest experience on property: greeting arrivals and exits at the front entrance, managing member check-in, assisting with amenity bookings, directing queries about programming, etc.
- Maintain and update departmental SOPs using regularly solicited feedback from members, guests, team and management to improve the Member Experience journey at individual properties and occasionally, globally at NeueHouse
- Handle and dispatch member requests, remember there is no task too big or too small. Know how best and when to escalate issues to management
- Ensure the Member Experience team performs at a high level, is offered consistent opportunity to upgrade and improve skills, and is clear on the nuances of NeueHouse’s offerings
- Schedule and assist with recruitment, hiring referrals, and hiring decisions for the Member Experience team
- Collect and organize member and guest details and contact data to ensure members information is up-to-date and accurate for multiple teams
- Managing member experience reporting including distributing the daily Operations Report
- Support membership to seamlessly onboard and off-board members
- Support membership and design teams to efficiently move-in/move-out or reconfigure member spaces
- Regularly audit potential / incoming member journey to ensure a closed loop sales process
- Provide support to the Membership Sales team by managing the distribution of leads in SalesForce
- Salesforce administrative support, including updating prospective member information and reporting dashboards
- Support private and cultural programming events when requested
- Maintain inventory and ordering of office supplies and house collateral (ordering of hard marketing materials) for the House
- Adapt to new tasks and responsibilities as the business grows and changes.
We are looking to connect with candidates who bring:
- 3+ years’ experience working in customer-facing roles from areas such as Hospitality, Guest Relations,