Member Experience Manager | Madison Square

NeueHouse is a work and social club where creatives and though-leaders gather and connect. Our community of members align in their ambition to live a creative life, supported by an elevated experience bringing work and social together through iconic buildings, timeless design, thought-provoking cultural programming and gracious hospitality. NeueHouse: Home of the New.

Our properties

NeueHouse currently operates across three different, but equally iconic properties in New York City and Los Angeles:

• Our Madison Square (MSQ) House is situated in New York’s iconic Flatiron District, was previously home for Tepper Galleries, a well-known Manhattan auction house for international artists and collectors in the 1930s – and neighbors the 69th Regiment Armory where the first International Exhibition of Modern Art was held.
• Our Hollywood House (HWD), which sits on Sunset Boulevard, is one of LA’s most celebrated buildings and occupies the original CBS Studio (the world’s first structure built intentionally for broadcast). Here genre- defining artists from Orson Wells and Lucille Ball to Janis Joplin, the Beach Boys, and Bob Dylan built their legacy.
• Our Venice Beach House (VB) was once the creative home to some of the most influential creative luminaries in art and entertainment including Hal Ashby, Oliver Stone, and David Hockney, NeueHouse Venice Beach is a new work, social, and cultural hub for the Venice creative community. 

The Role

Delivering outstanding experiences for NeueHouse members and their guests, the Member Experience Manager is a leader on our dynamic Member Experience team. Reporting to the Director of member Experience and general property management, the role stewards daily front-of-house and member-facing operations, circulates throughout the house assisting members where necessary, pivots to support colleagues cross-functionally, maintains administrative discipline for the team, and offers guidance and hospitality at every opportunity.

Our Member Experience team represents NeueHouse with generosity, curiosity, authenticity and kindness in every interaction. All NeueHouse teams operate with a mindset of “no task is too big or too small” and the Manager must expect to manage through ambiguity in supporting all departments to meet the needs of the house.

Requirements

• Effervescent, culturally curious, and a believer in the practice of hospitality, the Member Experience Manager is ready to lead by example across every step of the member and guest experience on property: greeting arrivals and exits at the front entrance, managing member check-in, assisting with amenity bookings, directing queries about programming, etc.
• Maintain and update departmental SOPs using regularly solicited feedback from members, guests, team and management to improve the Member Experience journey at individual properties and occasionally, globally at NeueHouse
• Handle and dispatch member requests, remember there is “no task too big or too small.” Know how best and when to escalate issues to management
• Collect and organize member and guest details and contact data to ensure members information is up-to-date and accurate for multiple teams
• Managing member experience reporting including distributing the Daily Sheet and/or Operations Report
• Coordinate and delegate tasks to assist with Resident member move ins and move outs.
• Assist Membership Development as needed with tours and walkthroughs of potential members and clients.
• Support membership to seamlessly onboard and off-board members
• Support private and cultural programming events when requested
• Adapt to new tasks and responsibilities as the business grows and changes
• Contribute to and advise on P&L, GL’s, for departmental needs
• Guide, schedule for and work with internal teams to ensure that all Member Experience responsibilities are fully coordinated with efforts to maintain and exceed House standards

Work with People & Culture to manage and promote a compliant, safe and efficient work environment for all Member Experience team

• Oversee and coordinate Member Experience team
• Scheduling
• Advising on staffing needs, time & attendance
• Interviewing & hiring, as needed
• Training and development of teams
• Working with People & Culture on reviews and disciplinary matters, as required

Business-related member amenities management

• Ordering and inventory management of all business center amenities (i.e. paper, pens, water, etc.)
• Month end inventories of stock throughout the House.
• Escalating any quality or performance issues to I