Membership Coordinator

Membership Coordinator

Our culture is one of vibrant energy paired with unwavering support. Our members want to collaborate, communicate and rely on someone who is deeply committed to delivering exceptional service. Your attention to detail and customer-focused approach will ensure that every guest experience at Ned's Club Washington, DC is not just memorable, but truly extraordinary.

Do you want to join one of the best places to work in hospitality?

The Ned and Ned's Club are a global collection of hotels, clubs, spas, and restaurants for like-minded individuals to meet, work and have a good time. After launching The Ned London in 2017, we are proud to have opened a Ned's Club in the US capital, our fourth and newest location in 2025.

Ned's Club Washington, DC is a members' club set over three floors of a neoclassical-style building situated within President's Park at 734 15th Street NW. The Club has a rooftop terrace and loft restaurant with views overlooking the White House, US Treasury and Washington Monument, plus a Founders Dining Room, The Library, Drawing Room, Gallery and Conservatory. On level nine, there is a self-contained floor of private event spaces.

Reporting to the Membership Executive with a dotted line to the Head of Membership, and as a key part of our Membership team you will:

Member Support & Communication

Be an enthusiastic first point of contact for membership queries via email and phone, with frequent in-person interactions

Respond to all member and applicant queries within agreed service standard timelines, ensuring appropriate tone, accuracy and clarity

Log, track, and resolve member cases in Salesforce, ensuring all interactions, requests and outcomes are documented correctly

Escalate complex or sensitive issues to management while ensuring the member experiences a smooth, continuous service journey

Assist new and existing members with basic technical support questions related to payments, automated communications and member portal/app

Accurately submit support tickets for non-templated or complex issues, ensuring sufficient detail is provided for resolution, and keeping member informed of progress

Escalate member issues and complaints to management, while ensuring members receive timely follow-through from all relevant parties

Case Log Management

Maintain ownership of the overall case log, ensuring all queries are triaged, actioned and resolved within expected timelines, and proactively checking in with senior colleagues to ensure members receive timely replies and nothing falls through the cracks

Follow documented workflows and templates for common member requests

Identify cases that require escalation, technical support or leadership intervention

Member Records & Data Accuracy

Maintain and update member profiles, including documenting notes of phone conversations, accurately documenting member requests and preferences, approved special exceptions, etc.

Update and amend member records in line with documented processes and terms and conditions

Ensure all membership changes (freezes, transfers, upgrades, downgrades, resignations) are recorded correctly and promptly

Payments & Subscriptions

Monitor and chase overdue member payments, following up with members to update payment methods and resolve failed transactions

Support new and renewing members with subscription and billing questions, ensuring payments are processed accurately and in line with company and legal guidelines

Amend membership subscriptions with thoughtful attention to detail, ensuring compliance with the terms & conditions

Flag recurring payment issues or risks to the Membership Executive for review

Member Feedback & Programming Support

Collect and submit member feedback to member feedback tool (AskHumans), and ensure it is accurately categorized by department

Organize & prepare weekly feedback summaries for Head of Membership's distribution to internal teams

Support member programming administration, including confirmation emails, reminders, and no-show follow-ups

Provide support in maintaining accuracy of programming calendar across platforms, including internal documents, Tripleseat, GEM (backend to member's web portal and app, the?N.APP)

Cross-Team Support

Ad-hoc projects as needed to support the organization and team

Provide administrative assistance to membership team as required

Provide scheduled or ad-hoc coverage for Club Reception when assigned, supporting a smooth arrival experience for members and guests

Collaborate with Food and Beverage and Finance teams to ensure member requests are executed correctly

What you can bring to the role:

Experience in administrative or guest-facing relations preferred

An enthusiasm for providing and maintaining a high level of excellence & attention to detail across all duties

Motivation to maintain clean data & records that leadership can rely on

Experience working with Salesforce preferred

Experience communicating in a friendly but professional manner to a diverse audience

Experience working in a fast-paced team environment

Excellent verbal & written communication skills, including professional phone manner and concise & clear written communications

Will have a passion for customer service and enjoy elevating members' experience through knowledge, empathy, and attention to detail

Highly motivated, adaptable, and able to demonstrate a willingness to learn & progress

IT proficiency including Microsoft Office packages and accuracy in data entry with excellent attention to detail

Flexibility with scheduling required based on business needs to include weekends and holidays

What The Ned can give you:

Hourly rate of up to $31.00/hour (based on experience)

Medical, Dental, Vision, Company Paid Life, STD, LTD Insurance

Complimentary meals in our friendly team restaurant

Exciting learning and development programs to help progress your career

Exclusive rates with our hotels for stays and dining, exclusive rates for your family and friends for hotel stays.

Paid time off

401k matching

Employee assistance program advice and support

Reward and recognition initiatives

At The Ned, we don't just celebrate our diversity, we challenge ourselves to do even better. The Ned is committed to being the best place to work, and ensuring that we have a leading diversity, equity and inclusion program is central to making that vision a reality.

Please let us know of any specific needs you may have during your interview.

All candidates must be able to obtain a visa to live and work in the US to be considered for this role.

Apply today and join us as Membership Coordinator