Member Experience Manager

Kiln•Las Vegas, NV

About The Position

The Member Experience Manager supports the Community Team in executing the member success strategy and assists in managing the hospitality and physical elements of the space to elevate the Kiln experience for its members. Goals and Objectives: Personifies Kiln’s core values and strives to achieve our vision Support the Community Director to: Create a collaborative environment among Kiln members through daily onsite hospitality and space management Grow relationships with vendors, partners, and members through effective hospitality Maintain company standards across all physical elements of the space Contribute to the execution of the member success strategy, including select decisions when appropriate Support Community Team operations and mentor peers when applicable

Requirements

3–5+ years of experience in hospitality, operations, community or coworking management
Demonstrated experience with decision-making authority in member/customer-facing settings
Experience overseeing teams, budgets, vendors, and events 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

Familiarity with sales processes, member retention strategies, and space-level performance goals preferred
College graduate with a four-year degree preferred, but not required

Responsibilities

Procure food and beverage offerings under direction of Community Director
Manage food and beverage budget to ensure we are providing a first class member experience while controlling costs
Submit receipts to Community Director for expense reports
Implement the enticing presentation of food and beverage offerings on a daily basis, according to Community Director’s design
Support company-wide facilities management and member experience procedures with Community teams across Kiln locations
Execute daily site walkthrough procedures and address any issues immediately and/or notify the appropriate department for support and resolution
Maintain all lounge, meeting, and breakout areas within the space to provide a beautiful, clean, and comfortable environment
Liaison between Kiln and contracted cleaning company to ensure the building is always clean and well kept
Be the go-to for Kiln Members regarding all facilities and maintenance issues and troubleshoot as necessary to resolve
Be the link between the Kiln & all internal & external facility contractors
Identify issues for escalation to Community Director and document accordingly
Identify opportunities for collisions between Kiln members and facilitate them accordingly
Basic understanding of Kiln membership subscription including membership types, amenities & sales related knowledge to support with walk-in or scheduled tours when needed
Answer “walk-up” member inquiries
Manage new member onboarding and orientation
Manage office move outs, including off-boarding check out list & reset of offices to sell
Be the first and last point of contact for your Kiln location
Ability to greet or check-in member guests with warm hospitality and a first class service mentality
Work on community initiatives designed to develop connections and foster “collisions” between members, including member introductions, event support, email and print communications
Be active on the Kiln member network & contribute site specific content to the marketing team for social media promotion
Identify, address, trouble-shoot and resolve all member-related issues to ensure a frictionless member experience
Conceptualize, plan, and execute creative and inclusive community programming events to maintain member engagement, networking and collaboration
Organize and coordinate first-class, high-level external events to elevate the Kiln brand
Conceptualize, plan, and implement food and beverage offerings for events within budget while aligning with Kiln brand
Collaborate with and gather feedback from the Community team to ensure community events are on-brand and enjoyable for members
Oversee and manage the set-up and breakdown of events, including ordering food and beverages, communicating and executing on Run of Show, coordinating delivery/pickup of rental equipment, ensure adequate staffing
Manage multiple event calendars (including internal for kiln & external member/public facing)
Facilitate event invoicing & payment
Maintain up to date event/partnership pipeline for Bozeman location