Membership Relations Manager
Member Relations Manager, New York
Reports to: Membership Director, New York
A New York based position, working out of the club premises in Tribeca, and responsible for overall member relations excellence. Acting as a brand ambassador, embodying the ethos, philosophies and spirit of the company and how we conduct ourselves with members at all times. Building personal relationships with powerful and influential members around the Club, super serving them with care and attention. Working with the Event Programming and Operations teams to help drive attendance at programming calendar events, as well as promoting themed evenings, meal times, cocktail events and other community-oriented gatherings and moments during the week. Attending high profile events to manage attendees, guest lists, crowd management and overall member experience. Taking an active role in the internal recruitment of new members and the driving of applications from attending guests and visitors. Observing member conduct and behavior, and at times being on hand as a representative of the membership team to help handle issues that arise. Creating opportunities, leads and introductions to assist with securing valuable talent for member event programming.
o Principally, be a key member-facing personality and 'face' of Spring Place. The most present member of the marketing and membership team, regularly based in the Club to interact with, look after and build relationships with members.
o Working closely with the rest of the membership team, take responsibility for being the guardian of protocols, procedures, practices and policies around how we handle, manage, speak with and look after members on a day to day basis.
o In conjunction with the membership team, play a key role in establishing and refining codes of conduct for members, especially our published club rules. Observe member behaviour and conduct in the club for reporting - attire, attitude, guest profile, tone with staff, general demeanour - and be on hand as a representative of the membership team to help handle issues.
o Attend events as a friendly face, helping to co-host and welcome members to programming calendar moments, and supporting the Event Programming team.
o Working closely with colleagues, act as a key lynch pin for the membership community, able to secure member participation and buy in when the club is promoting themed evenings, meal times, cocktail events and other community-oriented gatherings and moments during the week.
o Help source willing members for small group activities organised by the club - mini focus groups, food tastings, quiz teams etc. Act as a champion for social moments and tactically introduce members to each other socially that are a good match.
o Working closely with senior management, and the PR & VIP Director, assist with assembling invite lists for major events, especially those that require participation from celebrity members.
o Make a point of building relationships directly with prominent and influential Club members in order to act as a point of contact in the business.
o Introduce potential new members to Spring Place through representing the brand, with particular focus on eliciting new member applications from on-site guests and visitors. Help ensure on brand visitors to Spring understand how the application process works, and offer to help shepherd their membership applications so they are fast tracked.
o Obtain regular feedback from Members and take an active role dealing with complaints or problems that members raise around club service, performance and delivery. Feed these issues back to operations colleagues for follow up or remedy as required.
o Assist the Event Programming and Partnerships Director with leads, introductions and personal connections with potential event providers who join as members.
o With specific reference to relationships with name talent, help secure the participation of well-known members in event programming, as well as other company initiatives, as and when directed.
o Submit regular reports on member relations to the Membership Director.
Person Profile - A charismatic, amiable and customer facing individual with extensive hospitality experience and an unrivalled set of personal contacts. An expert relationship builder, able to charm and entertain new people in any social setting, as well maintain a strong personal network of close connections with influential people. A passionate team player with excellent drive, fantastic presentation and impeccable phone manner, as well as a natural aptitude for customer service. A clear communicator and educator, able to set standards, give instruction and monitor performance.