Member Experience Manager

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.

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

Member Experience

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