Member Relations Manager

The Moore•Miami, FL

4d•Onsite

About The Position

The Member Relations Manager is one of the most visible member-facing roles at The Moore. It sits within the integrated Membership and Programming division and serves as the human connective tissue between those teams and the member. This person is present on the floor, attentive to member email and text communications, and skilled at making members feel known — not just recognized. This role moves fluidly through member requests, facilitating introductions, and ensuring that every interactions feels considered.

Requirements

2–4 years of experience in hospitality, luxury service, private membership, guest relations, or a similar high-touch service environment where personal attention and relationship continuity are central to the work.
Demonstrated warmth, composure, and discretion in high-expectation environments.
Strong interpersonal instincts, with the ability to read the room accurately, adjust communication style fluidly, and know when to step in, step back, escalate, or follow up.
Comfortable managing competing priorities in a live service environment, including member requests, greetings, concerns, billing questions, and service recovery moments.
Organized, detail-oriented, and thorough, with strong follow-through and accurate CRM documentation.
Able to manage sensitive member information, account details, and service concerns with professionalism and confidentiality.
Collaborative by nature, with genuine respect for cross-functional teamwork across Membership, F&B, Programming, Private Events, Workspace, Finance, and Operations.
Service-minded, proactive, and calm under pressure, with the ability to preserve tone and standards even when handling complex or time-sensitive matters.

Nice To Haves

Prior experience in a private members club, luxury hotel, boutique hotel, premium residential property, or similar environment where the guest or member relationship extends over time.
Familiarity with Peoplevine, TripleSeat, Square, or similar hospitality, membership, CRM, reservation, or payment platforms.
Experience supporting member onboarding, retention, billing follow-up, events, or relationship management.
Spanish fluency is an asset in the Miami market.
Bachelor’s degree in Hospitality, Communications, Business, or a related field, or equivalent professional experience.

Responsibilities

Maintain an active, visible presence throughout club spaces during each shift
Greet members by name, acknowledge regulars, and personally introduce yourself to newer or infrequently visiting members.
Anticipate member needs before they become friction points, including reservation adjustments, guest needs, billing questions, special occasions, or service recovery moments.
Identify high-value, low-touch, newer, or at-risk members who may require additional attention, and flag them to the Sr. Membership Manager or Director of Membership in real time.
Support a warm, composed, and high-touch member experience that reflects the standards of the club.
Make curated introductions between members where a natural fit exists.
Support the Programming team at member-facing events by facilitating check-in, guiding members and guests through the space, and helping connect members to the experience.
Help ensure members feel personally known, socially connected, and meaningfully integrated into the broader club community.
Monitor and manage the Membership inbox as a primary daily responsibility, triaging urgent requests, routing matters appropriately, and ensuring no request goes unresolved.
Handle dining reservations, guest bookings, guest pass requests, experience coordination, and general member inquiries connected to F&B, Programming, Private Events, Workspace, and club operations.
Draft and send member-facing communications, including account reminders, follow-ups, event invitations, onboarding messages, and service-related updates, ensuring consistency in voice and tone.
Flag time-sensitive, high-risk, or reputation-sensitive communications to the Sr. Membership Manager or Director of Membership in real time.
Manage member concerns with professionalism, discretion, and follow-through, ensuring issues are resolved or escalated appropriately.
Monitor member accounts for overdue balances, declined payments, outstanding dues, and other payment-related issues.
Communicate clearly and professionally with members regarding account status, missed payments, billing questions, and available payment options.
Process membership dues, initiation fees, refunds, credits, and adjustments accurately and in a timely manner as directed by Sr. Membership Manager or Director of Membership.
Resolve billing discrepancies, customer credits, payment inquiries, and account-related complaints in collaboration with Finance, Accounting, and the Membership Coordinator.
Maintain a service-first approach to billing matters while ensuring internal procedures, payment policies, and data privacy standards are followed.
Support the improvement of billing workflows, documentation, and SOPs related to membership administration.
Participate in the first-visit protocol for new members, ensuring the team is briefed in advance on each member’s name, context, interests, and relevant relationship notes.
Help deliver a warm, personal first impression when new members arrive for their initial club experience.
Conduct or support 30-day check-ins to confirm the first visit has taken place, surface early friction, and identify one specific introduction, experience, or next point of connection.
Log onboarding touchpoints in Peoplevine with enough specificity to support the Sr. Membership Manager’s 90-day retention review.
Monitor member engagement patterns, payment issues, service friction, low usage, and early signs of disengagement.
Surface retention risks and relationship opportunities to the Sr. Membership Manager or Director of Membership.
Support renewal and retention efforts through timely follow-up, thoughtful member communication, and accurate account documentation.
Help preserve the member relationship by balancing administrative follow-through with a personal, high-touch service approach.
Prepare and distribute weekly reports on membership proposals, renewals, outstanding balances, account issues, and other relevant membership activity.
Maintain accurate member notes, onboarding records, service cases, billing updates, and relationship touchpoints within Peoplevine and related platforms.
Monitor relevant payment and membership platforms, including Square and the membership CRM, to ensure account information is current and accurate.
Support membership platform configuration, process improvements, and internal coordination with Finance, Accounting, Programming, F&B, Private Events, and Workspace.
Ensure all membership administration follows internal policies, payment procedures, privacy standards, and brand expectations.
Responsibilities are not limited to the above and may evolve based on operational needs, member priorities, and the broader goals of the Membership team.