Member Relations

Role: Member Relations

Reports to: Head of Relations

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 and lounge with live entertainment from The Atrium Stage, seven nights a week. We also have a Cecconi's, a modern day classic Italian restaurant and The Little Ned, a classic New York-style cocktail bar.

The Role...

We are looking for a Member Relations to report directly to the Head of Membership, with a dotted line to the Director of Membership. This is a fast-moving and entrepreneurial business, so we are looking for the right individual to be autonomous and 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, especially the Food & Beverage team. Being an active communicator who is guest-focused and detail-oriented is a must to ensure the experience we provide is unique, memorable, and fun.

Primary Responsibilities

Membership Relations:

• Build and maintain strong relationships with VIP members and Founders
• Serve as a visible, approachable presence on the floor for members and guests
• Assist members with questions, concerns, and special requests to ensure a seamless and elevated experience
• Identify disengaged or low-usage members and support targeted outreach strategies to re-engage them
• Maintain regular 1:1 check-ins with the Head of Membership and Membership Executive
• Ensure the Club environment stays safe, welcoming, and aligned with brand standards
• Conduct prospective member tours and assist with onboarding for new joiners
• Ensure new members are welcomed during induction and introduce onboarding comms, induction kits, personalized notes, and follow-up
• Conduct regular check-ins with existing members to build community and preempt churn

· Collab with MM or HOM to help design and implement a loyalty program that deepens engagement and drives retention among high-frequency members.

• Ensure all member-facing communications are aligned with brand tone, accurate, and timely
• Manage member renewals by supporting outreach, tracking and recovery as needed
• Support the standardization of processes across the Membership team to improve consistency and efficiency
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• Participate in quarterly member focus groups to gather feedback to enhance programming, club updates and renewal processes

Membership Events:

· Assist with the execution and follow-up of member events, including sending confirmation, thank-you emails, and gathering member feedback

· Show up as large membership presence during marquee events like Halloween, New Years and Club Anniversary

· Provide internal feedback on event performance based on attendance, engagement, and member feedback

· Identify opportunities for new programming based on member interests and behavior trends

· Support post-event reporting, including attendance metrics and qualitative feedback

Salesforce Management:

· Utilize Salesforce to track member engagement and behavior to inform strategy

· Respond to member inquiries promptly via phone and email, using Salesforce Case Log to track communication. Escalate complex issues to the Membership Executive or Head of Membership

· Maintain accurate and consistent data entry across Salesforce, ensuring all member interactions, preferences, and touchpoints are logged in real time

· Analyze member engagement data and provide weekly insights to the Head of Membership (e.g. usage trends, at-risk members, high-value members)

Cross-Functional Support:

· Work closely with FOH leadership, including Club Managers, Maitre'd, and Head of Bars, to ensure alignment on service standards and member needs

• Alternate attendance at the daily pre-shifts
• Own member arrival moments, coordinate with F&B and hotel teams to ensure arrivals are anticipated and personalized
• Collab with hotel front office to ensure a smooth and elevated member experience across departments
• Act as the liaison between Membership and Food & Beverage teams to ensure member preferences and priorities are executed consistently
• Follow up on operational missteps with relevant departments to ensure accountability and improvement

Physical Requirements

· Must be able to seize, grasp, turn and hold objects with hands

· Must be able to work on your feet for at least 8 hours

· Fast paced movements are required to go from one part of the club to others

· Must be able to move, pull, carry, or lift at least 20 to 60 pounds

· Occasionally kneel, bend, crouch and climb as required

· Must be able to use step ladder

Work Perks

• Comprehensive medical, dental, and vision coverage, along with company-paid life insurance, short-term, and long-term disability benefits.
• 401k company match.
• Generous vacation, PTO, and holiday allowances.
• Career development opportunities and access to industry-leading training.
• Employee referral bonuses, competitive compensation, and more.
• Complimentary stays and discounted family rates to experience The Ned as our guests do.

Experience

· Experience using CRM systems (preferably Salesforce, Peoplevine) in a client-facing or hospitality environment

· Strong organizational and time management skills, with the ability to manage multiple priorities in a fast-paced environment

· Demonstrated ability to handle high-profile or VIP clientele with discretion and professionalism

· Experience collaborating cross-functionally with operations or F&B teams

Our Doors Are Yours to Open...

The Ned is proud to be an equal opportunity workplace that seeks to recruit, develop, and retain the most talented people from a variety of backgrounds, perspectives, and skills. We therefore encourage applications from all genders, races, religions, ages, and sexual orientations, as well as parents, veterans, people living with disabilities, and any other groups that could bring diverse perspectives to our business.