Member Experience Manager

Fox Corporation•New York, NY

1d•$102,000 - $120,000•Hybrid

About The Position

Red Seat Ventures, in partnership with Fox Corporation, is launching a new membership-based business centered around premium live entertainment experiences. We are seeking Member Experience Managers in three markets to create memorable and unforgettable moments supporting members, ensuring high member satisfaction and retention. Reporting to the Director of Member Experience, the Manager will play a critical role in ensuring a seamless and unforgettable experience for the membership in and out of our arenas and stadiums. This is a highly collaborative role ideal for an experienced hospitality professional with a private club background who thrives in a startup-style growth environment. Passion for delivering high touch, personalized service to discerning high net worth individuals in a professional manner is key to success in this role.

Requirements

5+ years of experience in a member service role or hospitality space preferably at a private club or hotel space (e.g., country club or social club)
Experience working in CRM systems, entering, managing and organizing confidential data
Strong communication and interpersonal skills, with a high degree of empathy and poise
Comfortable working cross-functionally in a fast-paced, growth-stage environment with little direction
Organized, detail-oriented, and able to manage multiple engagement efforts simultaneously

Nice To Haves

Experience in hospitality, luxury services, live entertainment, or event operations
Experience working in startup environments or within new business incubation teams
Familiarity with ticketing systems across a variety of venues and experiences
Familiarity with operations procedures at a variety of venues, stadiums, and experiences

Responsibilities

Utilize CRM, internal tools, and online systems to assist members in our club suites with operational run of show, issue solving, and delivering a high-touch membership experience.
Engage with members via multiple touchpoints – email, phone, text, in person – as their primary point of contact to the Club; assisting them with making reservations, accessing tickets, and creating unforgettable experiences throughout the portfolio of club offerings.
Assist and contribute to weekly meetings to discuss member feedback, operational insights, and any additional details relating to members or our events.
Assist the Director in designing and implementing strategies that deepen member relationships, increase member satisfaction, and increase retention.
Identify and monitor membership metrics (retention, satisfaction, membership usage, personal details) and continuously assist to refine engagement efforts based on insights, feedback, and data collected.
Event-day hosting, including placing catering orders, welcoming members to the suite, assisting with navigating the space, recording any notable member key insights, and facilitating additional experiences as the Club adds them.
As the membership scales, assist with building the framework for hiring, training and developing a team of Member Suite Specialists.