Member Experience Coordinator

10 Squared•Austin, TX

5d•Onsite

About The Position

The Member Experience Coordinator is the cornerstone of our program presentation and daily member engagement. This position will uphold our commitment to excellence, professionalism, and meticulous attention to detail. Your expertise in hospitality, service excellence, and/or client engagement will drive the thoughtful, consistent experience of our members. We’re looking for a candidate who understands the nuances of high-touch service environments, where brand presentation is critical, and discretion in communication is essential. You’ll maintain a polished and professional demeanor while remaining approachable and responsive to our members’ needs. Your ability to anticipate questions, provide timely solutions, and maintain confidentiality will create an atmosphere of trust and comfort. In this role, you will ensure that all member-facing areas of our facility are not only well-maintained, but also reflect our brand’s values and aesthetic. From welcoming member arrivals to supporting travel and logistics, you will play a key role in providing a seamless experience aligned with the high standards we hold. This role is based onsite daily at our training and assessment center in Austin, Texas.

Requirements

A proven ability to anticipate needs, provide seamless service, and maintain professionalism and discretion.
Impeccable attention to detail, ensuring every space and interaction reflects our commitment to excellence.
Polished, professional presentation with excellent communication and interpersonal skills.
Experience managing external vendors and ensuring efficient, top-tier service delivery.
Strong organizational skills with the ability to balance multiple priorities while maintaining exceptional service.
Strong proficiency in Microsoft Office and relevant service management software.
A passion for creating meaningful, thoughtful experiences that consistently exceed expectations.
Passion for health, fitness, and wellness.

Nice To Haves

2+ years of experience in a high-touch, service-oriented environment (e.g., high-end hospitality, concierge services, or event management).
We have a specific interest around candidates with concierge or employee training facilitated by The Four Seasons, Ritz Carlton or Disney (online or in person training courses).
Project Management Certification or Coursework to assist with task management and/or client account management.

Responsibilities

Serve as the main point of contact for visiting members, offering personalized service to ensure every interaction feels effortless.
Ensure all member areas are impeccably maintained, prepared in advance, and offer a welcoming atmosphere reflecting our standards.
Anticipate member needs, preparing for inquiries and requests ahead of time to provide proactive, efficient service.
Maintain member schedule and coordinate with internal team members accordingly throughout the day (during member visits).
Liaise with personal and executive assistants to schedule visits and coordinate member travel arrangements, including advice around accommodations and ground transportation.
Maintain documentation and SOPs associated with member experience and member visits, including maintaining member profiles (preferences, personal details, cues, goals, etc.)
Oversee office maintenance and coordinate with vendors, such as cleaning teams and repair services, to maintain an optimal environment (lighting, cleanliness, organization).
Act as a steward of the space, upholding the brand’s identity and ensuring a consistent, thoughtful member experience.
Facilitate occasional member events and gatherings, ensuring every detail is executed with care and precision.
Manage general administrative tasks, including in person appointment scheduling, as needed.
Proactively seek feedback from members to continuously improve their experience, ensuring they feel supported and valued.
Maintain common areas, such as the kitchen and conference rooms, ensuring they are well-stocked, clean, and organized.
Manage inventory of team member uniforms and member swag.
Act as Brand Champion not just for members but for the internal team, leading quarterly hospitality and standards refresh sessions and ensuring accountability to hospitality and etiquette best practices.
Manage celebrations and morale events for team members (birthdays, work anniversaries, life events).
Work closely with Director of Operations to plan quarterly team outings and holiday events.

Benefits

100% employer-sponsored medical, vision, and dental insurance
100% employer-sponsored basic life insurance
100% employer-sponsored short-term and long-term disability insurance
Voluntary employee benefits - including life insurance and AD&D Insurance
Employer-sponsored HSA contributions for HDHP medical plans
Additional HSA and FSA spending account plans for employees
401(k) safe harbor match of 5%
Competitive holiday and PTO schedule
Company favored mobile app subscriptions (health and wellness, mindfulness, mental health)
Professional development stipend for personal development, mindset growth, and innovation