Membership Engagement Manager

AccorHotel•Chicago, IL

23h•Onsite

About The Position

The Membership Engagement Manager is a hands-on, on-site role on the Working From_ team, focused on delivering an exceptional member experience from onboarding through ongoing support, engagement, retention, and community programming. Reporting to the General Manager, the role works on-site five days a week and has a particular focus on helping new members succeed and feel welcomed, supported, and connected during their first 90 days. The manager owns key member operations, communications, and administrative processes; monitors engagement and identifies opportunities to re-engage at-risk members; and works closely with the Brand Team and General Manager to deliver programming, activations, and high-touch service that strengthen the community and support retention. The position is part of a small, collaborative team and calls for a hospitable, organized, adaptable, and detail-oriented approach.

Requirements

At least 2 years’ experience in coworking, hospitality, events, or a similar industry.
Able to work independently, with a strong understanding of administration and processing and a keen eye for detail.
Tech-savvy, with experience using Microsoft Office, workplace systems, and booking platforms.
Motivated and proactive, willing to take on new challenges and take ownership of work.
Enjoys helping people and is patient, level-headed, and composed under pressure.
Detail-oriented and able to stay focused and ensure tasks are followed through.
Able to think on their feet, learn quickly, and adapt to change.
Communicates clearly and professionally in person, in writing, and over the phone.
Experience in payment collection.
Warm, outgoing, and sociable approach.
Works positively and collaboratively and is committed to high standards.
Able to learn quickly and adapt to Working From_ and Ennismore’s culture.
Humble and collaborative, without egos or drama.

Responsibilities

Welcome new members and deliver thorough inductions.
Coordinate member move-ins, desk or office swaps, and move-outs.
Respond to membership enquiries and concerns promptly, follow through, and resolve issues.
Build day-to-day relationships with members and provide thoughtful service that supports retention.
Monitor member engagement and usage patterns, identify at-risk members, and support re-engagement efforts.
Conduct regular floor walks to engage with members, stay visible, and identify support needs or opportunities.
Complete daily opening and closing checks to keep the space operationally ready and maintained to a high standard.
Manage the member Surprise & Delight budget and initiatives, and provide service recovery when needed.
Maintain accurate and secure membership records and follow operational processes and SOPs for member setup and account changes, discounts, refunds, renewals, transfers, cancellations, and freeze requests.
Cover the host stand as needed during breaks, busy periods, or team absence.
Maintain accurate, up-to-date member portal content, including event calendars, FAQs, and member benefits.
Manage member portal communications about events, space operations, hotel activity, and food and beverage offerings.
Manage the annual member satisfaction survey, track results, and share insights and recommended actions with the management team.
Partner with the Brand Team and General Manager to build brand-partner relationships and develop a relevant, community-focused events calendar.
Execute events and programming from planning and setup through breakdown and post-event follow-up.
Collaborate with the Brand Team on the monthly member newsletter.
Create and print signage for events, activations, and operational communications.