Member Experience Lead

Member Experience Lead

The Member Experience Lead ensures that everyone who enters our space is supported, recognized, and assisted. You are responsible for the daily flow of the environment, balancing physical space operations with a high-touch approach to hospitality. Whether you are welcoming a guest, helping a member solve a problem, or coordinating a community event, your focus is on creating a seamless and helpful experience for everyone. You play a key role in keeping our space vibrant, functional, and genuinely welcoming.

Goals and Objectives:

• Personify Kiln's core values and strive to achieve our vision of an extraordinary workplace.
• Provide a warm, welcoming presence at the front desk as the primary point of contact.
• Maintain Kiln's brand standards by ensuring all physical elements of the space are consistently elevated.
• Coordinate external bookings and ensure all meeting and event spaces are perfectly prepped for guests.

As Member Experience Lead, You Will:

Create & Cultivate Community: Serve as the first and last point of contact daily. You will manage member inquiries, oversee digital communication channels like Slack, and lead the onboarding process to ensure every new member feels at home.

Oversee Events & Programming: Plan and execute inclusive, on-brand community events. From conceptualizing the theme and securing local sponsors to managing food and beverage budgets and promoting the event through newsletters and Canva-designed posters, you bring the community to life.

Manage Operations: Lead the daily "opening and closing" of the site. You will conduct thorough walkthroughs, troubleshoot facilities issues, and act as the primary liaison for cleaning and maintenance vendors to ensure the space is always "Kiln clean."

Support Sales & Growth: Act as a brand ambassador during walk-in or scheduled tours. You will maintain a deep understanding of membership types and value propositions to help the Community Team achieve occupancy goals.

Procure & Present Amenities: Manage the procurement of food, beverages, and supplies. You'll oversee the on-site marketplacerestocking inventory, ordering enticing options, and managing expense reporting to ensure a first-class experience within budget.

As Member Experience Lead, You'll Need:

• Customer service and hospitality experience (required).
• Strong verbal and written communication skills with a "people-first" attitude.
• Exceptional organizational and multitasking skills; you can handle a busy front desk while managing event calendars.
• Integrity, dependability, and empathy; you are a reliable teammate who cares about the member experience.
• Problem-solving skills; you can troubleshoot a tech issue in a conference room or a maintenance request on the fly.
• Proficiency in basic computer skills (Canva proficiency is a major plus!).
• A passion for entrepreneurial communities and a deep alignment with Kiln's mission and values.
• A four-year college degree is preferred, but not required.

Personal Qualities:

• People-first mindset
• High integrity and accountability
• Empathetic, dependable, and self-aware
• Entrepreneurial spirit
• Passion for building community
• Genuine alignment with Kiln's mission and values

At Kiln, you're not just running a workspaceyou're building something meaningful. If you love bringing people together, leading with purpose, and creating unforgettable experienceswe'd love to meet you.