Membership Manager

Job Title: Membership Manager

Reporting to: Head of Membership

Who We Are…

The Ned NoMad is a new members’ club and hotel that opened in the heart of New York in summer 2022. It’s the first international ‘Ned’ site to open following the launch of The Ned London in 2017.

The Property…

Located in The Johnston Building and formerly the NoMad Hotel in Manhattan, the property was built in 1903 as a store and office building. The original architectural features have been honored, with interiors designed by the Soho House Design team.

The Ned NoMad offers a mix of members-only and public spaces, including 167 bedrooms and suites. Ned’s Club will give members access to a rooftop bar and terrace restaurant as well as a first-floor bar, grill, and lounge with live entertainment from The Atrium Stage, seven nights a week. New to the property is Cecconi’s, a modern day classic Italian restaurant.

The Role…

We are looking for a Membership Manager to report directly to the Head of Membership. This is a fast-moving business, so we are looking for the right individual to be autonomous and be able to pick up multiple tasks and projects at once.

Our culture is pacey but supportive, so you must be able to work in synergy with your peers and the different departments around you. Being an active communicator who is customer focused and detail-oriented is a must to ensure the experience we provide is unique, memorable, and fun.

Main Duties…

• Foster events and experiences that maintain The Ned brand and promotes member engagement.
• Act as the face of the brand to members and be available to respond positively to all inquiries and needs of our guests and ensure timely resolutions to any issues they may have.
• Competency on Salesforce platform; responsible for reviewing applications daily.
• Schedule and host member inductions to expectations, amenities, and benefits.
• Liaise when necessary to resolve any issues with cards, payments, or applicant paperwork.
• Monitor atmosphere and ambience; ensure that the service and attention our members and guest receive is of the highest quality throughout their experience.
• Work regular weekly floor shifts, producing a nightly report detailing the profile and atmosphere of the club and observations.
• Communicate regularly with F&B Managers, Hosts, and team to ensure seamless, efficient communication through shift and pass-on.
• Partner with all stakeholders; including People & Development, Finance, Food & Beverage, Operations, IT, etc.
• Collaborate with Head of Membership to support member retention, reducing attrition and increasing renewal ratios as agreed to budget.
• Gather feedback about the club (levels of service, facilities, and member perceptions) as well as participate in delivering solutions that can manage expectations and support a better experience.
• Facilitate access to the club for visiting high profile members and personalities (as well as a limited number of guests), ensuring they receive good service and enjoy their time as our guests.
• Manage member behavior reports daily; escalate to People & Development partners when necessary.
• An essential part of the job is being available on a flexible schedule and being willing to work outside “office hours”. For example, nights, weekends, and holidays (as needed and when applicable). This may or may not be required on a regular basis but is mandatory when needed.
• Responsible for managing a team, including setting expectations, giving feedback, and holding team accountable to deliver results.
• Ideal candidate will have management experience and can ensure deliverables are met for themselves and their teams.

Requirements/ Qualifications:

• Minimum of 3+ years’ relative experience with a proven track record of leading a professional, efficient, high quality, service-oriented operation
• 1+ years Management experience
• A long-term city resident with extensive knowledge of the local area
• Ability to work a flexible schedule including nights, weekends, and holidays as well as the ability to travel and attend various social functions.
• Daily use of the Microsoft Office Suite, Salesforce, and other systems.
• Ability to work effectively under time constraints and deadlines.
• Passionate about building and communicating The Ned brand.

The Ned