Member Experience Manager

Job Description

Job Description

JOIN US...

Upstairs, our clubhouse is dedicated to Intelligent Leisure, with three floors of dining, cultural programming, and spaces for our members to spend their free time intentionally and well. From our traditional sit-down restaurant to the vinyl listening room, there's a little something special for every personality. Down at Bedrock, the club's fitness and wellness destination, we've cultivated a hub of Physical Culture–two levels of premium gym facilities, aquatics, spa, and recovery experiences. Together, Moss and Bedrock create a holistic environment where members can move, restore, and connect in a refined, community-focused setting.

About the Role

As Member Experience Manager, you are the face of member engagement at Moss New York, responsible for cultivating meaningful relationships with members and ensuring every interaction feels personal, intentional, and memorable. You will spend the majority of your time on the club floor, maintaining a consistent guest relations presence across all four member floors, the two social floors (F&B and events) and the two Bedrock floors (fitness and wellness), building genuine connections with members and their guests, understanding their interests, and creating opportunities for introductions, programming participation, and long-term engagement.

Where the membership sales team brings new members into the community, you ensure that every visit thereafter affirms their decision to join. This is a highly visible hospitality role that requires exceptional emotional intelligence, discretion, and an instinct for anticipating member needs, capturing the relationship intelligence that helps every department deliver an elevated, personalized experience, and helping Moss remain a club where everyone is known by name.

Essential Functions

Member Relationship Management

• Build meaningful, long-term relationships with members through consistent daily engagement throughout the club.
• Learn members' preferences, interests, professional backgrounds, families, routines, and social circles to create highly personalized experiences.
• Serve as a trusted point of contact for members, handling requests, feedback, and concerns with professionalism and discretion.
• Personally welcome members and VIP guests, ensuring they feel recognized and valued on every visit.
• Regularly engage with newer members to ensure they are integrating into the community and maximizing their membership.

Community Building & Engagement

• Facilitate thoughtful introductions between members based on shared industries, interests, or personal passions — both formally through programming and informally throughout the club.
• Encourage participation in events, wellness programming, dining experiences, and community initiatives; actively educate members on club and Bedrock offerings, explaining benefits and encouraging utilization in support of the Director's member-usage and retention goals.
• Proactively engage quieter or less active members to increase overall club participation and retention.
• Act as an ambassador for Moss's culture and values, fostering an inclusive, welcoming, and highly connected community.

Floor Presence & Guest Experience

• Maintain a consistent, visible presence across all four member floors during peak hours ensuring guest relations coverage matches the elevated service standard of the social floors.
• Uphold and model Moss's front-of-house hospitality standard, partnering with department heads so service feels consistent across the club.
• Review daily reservations, bookings, and expected arrivals each morning; brief floor and operational teams on member preferences, special occasions, VIP arrivals, and notable visits before doors open.
• Welcome member guests with warmth and professionalism, introducing them to the Moss experience; coordinate VIP guest arrivals and personalized service for visiting members and special guests.
• Administer the club's guest policies: registration, guest limits, and house rules; enforcing standards with grace and consistency and escalating disciplinary matters to the Membership Director per club protocol.
• Facilitate member reservations, bookings, and special requests by coordinating with reception and floor teams (booking functions remain owned by those teams).
• Contribute to the presentation, ambiance, and atmosphere of the member floors; maintain complete, current knowledge of club programming, amenities, hours, and services as a trusted resource for members and guests.

Member Intelligence & CRM

• Enter relationship and preference notes directly into the CRM; documenting meaningful interactions including introductions, dining preferences, wellness routines, professional interests, guest history, celebrations, and feedback — so profiles remain current, accurate, and actionable. 
• Track engagement and guest-visitation patterns to identify members who may benefit from additional outreach or personalized experiences.
• Handle all member information with discretion and in line with data privacy standards; work with the Membership team to ensure member intelligence is shared appropriately across departments.
• Provide floor-level insight to the Member Communications team and the Membership team on member-facing communications and event promotion.

Service Recovery & Member Retention

• Act as the first responder for member concerns, complaints, and service breakdowns; resolve issues in the moment wherever possible and follow through to resolution.
• Document incidents and resolutions; communicate patterns and member sentiment trends to the Membership Director and relevant department heads.
• Follow up personally with members after any service recovery to close the loop.
• Identify members at risk of disengagement and support re-engagement strategies in partnership with the Membership Director.

New Member Welcome & Milestones

• Take the handoff from the Membership Sales Associate once onboarding is complete: conduct new member orientations covering all four floors, amenities, guest policies, and house rules, and ensure their first visits are exceptional.
• Coordinate recognition of member birthdays, anniversaries, milestones, and achievements; identify surprise-and-delight opportunities in collaboration with Events and F&B.

Events & Cross-Department Collaboration

• Provide floor support and check-in assistance at member events and activations; support the Membership team during club events by facilitating introductions and strengthening relationships with prospective members.
• Partner closely with Membership, Events, Operations, Reception, and F&B teams to deliver seamless member experiences; coordinate with Bedrock leadership on guest relations standards.
• Attend internal meetings to provide insight on member engagement, satisfaction, and opportunities for improvement.
• Work alongside the reception team on service standards during peak periods.

Qualifications

• 3-5 years of experience within a luxury private members' club, luxury hospitality, five-star hotel, or other high-touch, relationship-focused environment.
• Demonstrated success building long-term relationships with discerning clientele and delivering highly personalized, discreet service.
• Exceptional interpersonal skills and emotional intelligence, with the ability to remember names, preferences, and personal details at scale while building genuine rapport.
• Experience maintaining detailed CRM records and member profiles (PeopleVine, HubSpot, or similar).
• Strong conflict-resolution instincts, composure, judgment, and grace under pressure.
• Highly organized and self-motivated; comfortable working independently while collaborating across departments.
• Experience in luxury wellness, spa, or fitness environments a plus.
• Impeccable personal presentation and a warm, confident, professional presence.
• Availability for evenings, weekends, and member events as required.

Compensation

$85,000–$95,000 annual based on experience

OPPORTUNITIES FOR ALL:

Moss 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.