Member Experience Lead

Kiln•Phoenix, AZ

31d

About The Position

The Member Experience Lead is stationed at the front desk and serves as the first point of contact for all members and guests—ensuring every arrival feels warm, polished, and personal. This is a true front desk role that anchors the day-to-day member experience. In addition to managing hospitality and physical space operations, this role curates engaging events, builds local partnerships, and supports the broader Community Team in creating a vibrant, high-touch environment throughout the Kiln location. NOTE: This role is full-time but offered on a 4-month temporary contract basis to cover a maternity leave.

Requirements

Customer service and hospitality experience required
Must have strong verbal and written communication skills
Exceptional organizational, multitasking, and problem solving skills
Demonstrates integrity, dependability, responsibility, accountability, self-awareness, work ethic, and empathy
Passion for entrepreneurial communities
Passion and understanding for Kiln’s mission and values
Proficient in basic computer skills

Nice To Haves

College graduate with a four-year degree preferred, but not required
Proficiency in Canva is a plus

Responsibilities

Create a warm, welcoming atmosphere at the front desk by greeting members and guests by name, managing check-ins, and serving as the first and last point of contact.
Set up and present daily food offerings in a consistent, appealing way.
Provide timely, helpful responses to member inquiries and oversee communication channels like Slack and email.
Lead new member onboarding and orientation to ensure a smooth and engaging introduction to the community.
Plan and execute inclusive, on-brand community events to drive member engagement, networking, and collaboration.
Promote community events through newsletters, posters, and Slack.
Coordinate food and beverage for events within budget and in line with Kiln’s brand.
Gather feedback from the member community to ensure events are aligned with their interests and provide a valuable experience.
Maintain and update multiple event calendars (internal and public-facing).
Secure local partnerships, workshop hosts, and sponsors.
Manage non-member room booking inquiries, confirm reservations, and prepare spaces accordingly.
Maintain a strong understanding of Kiln’s membership offerings, amenities, and value propositions to effectively communicate our services and support the sales process during walk-in or scheduled tours.
Identify, address, trouble-shoot and resolve all member-related issues to ensure a frictionless member experience
Maintain lounge, meeting, and breakout areas to ensure a clean, comfortable, and welcoming environment for members and guests.
Open and close the site daily, ensuring all areas are secure and operational. Conduct thorough site walkthroughs, promptly addressing any issues or escalating them to the appropriate department for resolution.
Act as the liaison with the cleaning company to ensure the building is always clean and well-maintained.
Serve as the main point of contact for members regarding facilities and maintenance concerns, troubleshooting, and resolving issues as needed.
Procure and purchase food, beverage, and other supplies as needed for the space, ensuring an exceptional member experience while staying within budget and controlling costs. Submit receipts and manage related documentation for accurate expense reporting.
Manage and restock the on-site marketplace, ensuring it is always stocked with enticing options for members, with inventory maintained and orders placed as needed.