Director of Membership

Convene•New York, NY

16h•$120,000 - $130,000•Onsite

About The Position

Convene Hospitality Group (CHG) operates a global portfolio of lifestyle brands focused on creating places and experiences that bring people together. The company designs, develops, and operates hospitality-driven destinations to host gatherings of all kinds, ranging from small corporate meetings to immersive brand activations and beyond. We love bringing people together in person, and that passion for great experiences extends to our employees as well. If you're interested in creating inspiring moments of connection, consider joining our team. Convene Hospitality Group is seeking a Membership Director who can provide executive oversight to a multidisciplinary team, ensuring day-to-day membership operations and activations are executed with the precision and hospitality synonymous with the brand. The ideal candidate will be a founding pillar of this brand evolution, focusing on the execution of membership amenities and services, business amenities, and direct member communication across both social and workplace environments to deliver an elevated, world-class hospitality experience. Reporting to the House Director, you will bridge the gap between professional productivity and cultural hospitality. You will drive integrated business performance by leading high-impact, cross-functional initiatives across Membership Sales, Event Operations, and Technical Production, ensuring the club functions as a seamless workspace and a vibrant social hub. Your leadership will cultivate a trendsetting brand identity, establishing a global standard for creative community building where hospitality and innovation intersect. This is a rare opportunity to be a key contributor to an iconic landmark, transforming it into a living, breathing ecosystem where influential creators, entrepreneurs and innovators belong. You don’t follow trends, you set them. About NeueHouse Madison Square Located in the heart of the Flatiron District, NeueHouse Madison Square is a landmark of New York’s creative scene, housed in a historic 1913 industrial building that once served as an auction house. NeueHouse Madison Square offers a timeless design, emotive experiences, and elevated hospitality. Across eight floors, it offers special event spaces, membership lounges, private office suites, and a members-only restaurant and bar, all artfully blending an edgy, industrial aesthetic with the comfort and warmth of a designer residence. The Role Guiding the core member-facing operational needs of the property, you will ensure a consistent and best-in-class service experience for all Members and their Guests. This role is designed for a high-impact professional who thrives at the intersection of cultural innovation and operational excellence. You will be directly responsible for the execution of membership amenities, business services, and member communication, balancing a hands-on presence with high-level community building.

Requirements

Demonstrated track record in both premium social clubs and high-end workplace environments.
Innate sense of atmosphere and hospitality, with the ability to vet and curate a community of diverse creators.
Comfortable managing through ambiguity and can balance a heavy administrative workload with an active, visible presence within the membership base.
Technical savvy to manage complex facilities and AV-integrated environments without losing the personal touch of a boutique host.
5+ years of progressive leadership experience within private social clubs, workplace and premium hospitality environments with a deep understanding of the membership lifestyle.
Proven history of driving integrated business performance, with a focus on member retention, and high-value service delivery.
Deep hands-on expertise in navigating the complexities of high-end membership logistics, curated experiences, and sophisticated day-to-day delivery.
Exceptional interpersonal and communication skills, with the ability to act as the primary brand ambassador to membership base while guiding a cross-functional team.
Ability to orchestrate multiple high-stakes priorities within a fast-paced environment that sits at the intersection of a professional workplace and a social hub.
Flexibility to work during key activation periods, including evenings, weekends, and holidays to support membership base.

Responsibilities

Act as the primary face of membership, fostering an energy that balances professional productivity with social exclusivity.
Align cross-functional initiatives across Membership Sales, Event Operations, F&B, AV Production, and Facilities to deliver a seamless user journey.
Drive member engagement by facilitating meaningful connections and overseeing the business amenities that allow our community of innovators to thrive.
Lead with a focus on integrated business performance, ensuring the property defines the global standard for creative community building.
Manage all high-touch member communications, ensuring the brand voice is consistent across all social and workplace touchpoints.
Manage and supervise Membership team including daily responsibilities, scheduling, payroll and mentorship.
Support commercial membership initiatives; meeting prospective members, conducting tours across all membership tiers, collaborate on revenue-generation and loyalty programming.
Own membership renewals, in partnership with commercial team, inclusive of proactive outreach, payment collection and upgrade requests.
Manage and maintain all member data within the CRM - including profiles, membership statuses, documents, and timely capture of all recurring and ancillary charges - to ensure data accuracy and compliance.
Develop House-level SOPs and services as needs evolve.
Supervise mail & package processes, catering orders, membership needed building requests, membership communications and member concierge requests.
Oversee new member onboarding, including organizing orientation sessions and creating member facing sheets and resumes.
Foster and uphold brand standards and membership experience through collection of membership feedback, anticipation of needs, and iteration of product delivery.
Bring presence to the community by creating, hosting, and executing member activations, including entertainment moments, surprise-and-delight experiences, happy hours, and celebrations.
Lead and mentor the Member Services team to ensure the property operates as a seamless, world-class hospitality ecosystem in strict alignment with brand guidelines.
Ensure the Member Experience team operates in line with SOPs, membership rules, and house guidelines.
Oversee the execution of day-to-day member needs, seamless service experiences within the House, and the prompt response and delegation of all member requests and inquiries.
Serve as the primary point of escalation and member advocate- overseeing and ensuring completion of all requests with personalized resolutions and proactive curation.
Curate a welcoming and elite environment by managing refined seating experiences within the food & beverage and social spaces- ensuring members and their guests receive prioritized, high-touch service.
Guarantee that all member-facing touchpoints from the initial greeting to final departure- adhere to premium SOPs, fostering an atmosphere of effortless exclusivity and professional precision.
Audit weekly occupancy reports based on tour conversions and generate accurate House insights via CRM.
Support inbound lead distribution and coordinate with the Sales team to assign tours to Membership team.
Oversee all onboarding and offboarding procedures to ensure a seamless transition for members entering or exiting the House.
Serve as the primary point of contact for CRM management, maintaining data integrity to ensure databases are leveraged effectively for sales and retention.
Manage up-to-date records, including contract agreements, floorplan assignments, and access credentials.
Act as the dedicated bridge between the Accounts team and Members to resolve billing or administrative inquiries.