What are the responsibilities and job description for the Member Experience Manager position at Kiln?
Member Experience ManagerAbout You:
✨ A Community Champion: You create meaningful connections, make members feel at home, and foster a welcoming environment. Whether it’s greeting guests or helping members connect, you bring people together effortlessly.
✨An Operational Ace: You’re highly organized and detail-oriented, ensuring the space runs smoothly. From maintaining a polished environment to supporting daily operations, you keep everything on track.
✨A Hospitality Enthusiast: You know that the little things matter. You take pride in ensuring the coffee is hot, the space is pristine, and members feel valued—going the extra mile to create an exceptional experience.
✨An Event & Experience Curator: You bring Kiln to life through engaging experiences. Whether planning member breakfasts, coordinating networking events, or managing daily snacks, you create moments that foster community.
✨A Problem Solver: You handle member inquiries and operational challenges with a proactive, solution-oriented mindset. You ensure every member has a frictionless experience and escalate issues when needed.
About the Role:
The Member Experience Manager is the heartbeat of Kiln’s hospitality and operations, ensuring the community thrives, the space is maintained, and members feel supported. This role is all about creating an environment where people and ideas collide—supporting the Community Director, executing daily operations, and providing an elevated member experience.
Goals & Objectives:
- Embody Kiln’s core values and mission in all interactions.
- Foster a warm, engaging, and connected member experience.
- Ensure seamless daily operations and a polished, professional workspace.
- Assist in community-building efforts through hospitality and events.
As a Member Experience Manager, You Will:Enhance Operations & Hospitality
- Oversee daily space management, ensuring clean, well-maintained, and organized common areas.
- Maintain food & beverage offerings, ensuring fresh coffee, snacks, and a beautiful presentation.
- Conduct daily walkthroughs, reporting and resolving maintenance issues promptly.
- Manage mail distribution, guest check-ins, and office move-ins/move-outs.
- Act as the go-to person for facilities and member support, troubleshooting issues as they arise.
Curate Events & Programming
- Assist in planning and executing community events that foster networking and engagement.
- Coordinate food & beverage needs for member gatherings and special events.
- Support the Community Director in calendar management and event execution.
- Promote events and community initiatives through email, Slack, and signage.
Support the Member Experience
- Be the first and last point of contact, providing warm hospitality to members and guests.
- Answer walk-up member inquiries, providing quick and thoughtful assistance.
- Manage member onboarding & orientation, ensuring a seamless welcome experience.
- Celebrate member milestones and create small moments of delight.
As a Member Experience Manager, You’ll Need:
- A warm, service-driven personality with a passion for hospitality.
- Experience in hospitality, coworking, or a community-focused role.
- Excellent organizational and multitasking skills to keep daily operations running smoothly.
- Strong verbal and written communication skills to engage with members and vendors.
- A problem-solving mindset to handle challenges with professionalism and efficiency.
- Passion for Kiln’s mission and values, with a desire to foster a thriving community.
This role is on-site, Monday through Friday with occasional evening or weekend events.
