Member Experience Manager

Overview

Manage member experience, facilities, events, and hospitality at Kiln coworking spaces.

Key Responsibilities

• event planning
• facilities management
• budget management
• member support
• vendor coordination
• space management

Tasks

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. -Conceptualize, plan, and execute creative and inclusive community programming events to maintain member engagement, networking and collaboration -Identify, address, trouble-shoot and resolve all member-related issues to ensure a frictionless member experience -Execute daily site walkthrough procedures and address any issues immediately and/or notify the appropriate department for support and resolution -Collaborate with and gather feedback from the Community team to ensure community events are on-brand and enjoyable for members -Be active on the Kiln member network & contribute site specific content to the marketing team for social media promotion -Maintain company standards across all physical elements of the space -Manage multiple event calendars (including internal for kiln & external member/public facing) -Identify issues for escalation to Community Director and document accordingly -Procure food and beverage offerings under direction of Community Director -Contribute to the execution of the member success strategy, including select decisions when appropriate -Identify opportunities for collisions between Kiln members and facilitate them accordingly -Manage food and beverage budget to ensure we are providing a first class member experience while controlling costs -Support company-wide facilities management and member experience procedures with Community teams across Kiln locations -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 -Submit receipts to Community Director for expense reports -Be the go-to for Kiln Members regarding all facilities and maintenance issues and troubleshoot as necessary to resolve -Work on community initiatives designed to develop connections and foster “collisions” between members, including member introductions, event support, email and print communications -Maintain up to date event/partnership pipeline for Boulder location -Be the first and last point of contact for your Kiln location -Manage new member onboarding and orientation -Answer “walk-up” member inquiries -Liaison between Kiln and contracted cleaning company to ensure the building is always clean and well kept -Facilitate event invoicing & payment -Organize and coordinate first-class, high-level external events to elevate the Kiln brand -Be the link between the Kiln & all internal & external facility contractors -Support Community Team operations and mentor peers when applicable -Conceptualize, plan, and implement food and beverage offerings for events within budget while aligning with Kiln brand -Maintain all lounge, meeting, and breakout areas within the space to provide a beautiful, clean, and comfortable environment -Grow relationships with vendors, partners, and members through effective hospitality -Implement the enticing presentation of food and beverage offerings on a daily basis, according to Community Director’s design -Create a collaborative environment among Kiln members through daily onsite hospitality and space management -Manage office move outs, including off-boarding check out list & reset of offices to sell

Requirements

• decision authority
• problem solving
• sales processes
• hospitality
• team management
• college degree

What You Bring

Member Experience -Demonstrated experience with decision-making authority in member/customer-facing settings -Exceptional organizational, multitasking, and problem solving skills -Familiarity with sales processes, member retention strategies, and space-level performance goals preferred -Ability to greet or check-in member guests with warm hospitality and a first class service mentality -3–5+ years of experience in hospitality, operations, community or coworking management -Proficient in basic computer skills -Demonstrates integrity, dependability, responsibility, accountability, self-awareness, work ethic, and empathy -Must have strong verbal and written communication skills -Experience overseeing teams, budgets, vendors, and events required -College graduate with a four-year degree preferred, but not required -Basic understanding of Kiln membership subscription including membership types, amenities & sales related knowledge to support with walk-in or scheduled tours when needed

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About Kiln

-Revolutionizing design and engineering challenges with innovative solutions. -Deep expertise in energy and infrastructure drives forward-thinking solutions. -Handling demanding, high-value projects across diverse industries. -Projects span energy infrastructure, transportation, and large-scale civil works. -Excelling in engineering, strategy, project management, and design integration. -Centered on collaboration, ensuring timely and effective delivery.

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