Membership Manager Job at ISS Facility Services (US)
ISS Facility Services (US) New York, NY 10010
$80,000 - $85,000 a year
The Membership Manager is the senior point of contact for the community and client, acting as the “face” of the brand, ensuring a positive member experience is maintained and there is a healthy relationship with our client. The Head of Membership oversees all membership management, including sales, programming, operations, and retention. The Head of Membership acts as a voice for our members, developing and sustaining member relationships and understanding their objectives, mindset, and needs by consistently being present and available.
Success Criteria
- Ensure the team works effectively and per the company's policies and procedures.
- Maintain a healthy and positive relationship with a local client
- Ensure that your building is fully operational and processes are running smoothly in liaison with teams
- Support the Global Management team to ensure the brand remains the number one FinTech ecosystem by creating a welcoming and collaborative community environment amongst our members.
- Drive growth and promotion of the brand.
- Planning, coordination, and execution of strategically planned events aimed at high-growth start-ups with the intent of marketing and promoting the space and events to internal and external stakeholders.
- Identifying new business leads relevant to both occupancy and company strategic objectives.
- Facilitate access for high-profile members, partners, and industry leader visits.
Member Management
- Be your members' first and last point of contact and hold strong relationships.
- Work on community initiatives designed to develop connections between members, including member introductions, event support, email, and print communications.
- Solve member-related issues to ensure a cohesive community
- Consistently look for ways to exceed your members' needs
- Resolve member complaints regarding other members through neutral fact investigation and prepare recommendations for termination of membership when warranted
- Explain policies and procedures to members, including but not limited to membership agreement and billing procedures
- Meet and exceed key performance indicator goals
- Time management and flexibility is a critical component of the role
Business Development and Sales
- Develop and implement strategies for identifying businesses that could benefit from the brands' services.
- Develop relationships with current and former members to generate business by reducing churn and exploring members’ business networks for new members.
- Develop and maintain relationships with key stakeholders and work closely to generate new business opportunities.
- Give customized and individualized tours based on research and knowledge of potential members’ businesses and needs
- Develop and implement lead generation, tour, and sales conversion strategies to maintain 100% occupancy.
- Develop and foster a diverse and inclusive network
- Foster events and experiences that enhance the brand and promote member engagement
- Management of membership applications, move-in, move-out
- Manage member management platform
- Schedule and host member introductions
- Liaise with Finance team when necessary to resolve any administrative issues, including cards, payments, or applicant details
- Monitor atmosphere and ambiance; ensure that the service and attention to our members are paramount throughout their entire experience.
- Host coffee chats, dinners, and events for and with members to ensure a consistent connection with the membership
- Partner with all internal stakeholders by communicating and engaging all areas of the operation to support the member experience, including the marketing, food and beverage, people and development, and IT Teams
- Gather feedback about the community, programming, and event spaces (levels of service, facilities, and member perceptions)
- Partner and work cohesively and collaboratively with peers in programming, events, and content to deliver the best possible experience and programs within the client’s network and platform
Ideal Candidate Experience
- Minimum of 5 years experience in a hospitality-like role
- A passion for hospitality-oriented engagement and attention to detail
- Up to date with social media and communication best practices
- Works well independently
- Associate or bachelor’s degree in Hospitality, Communication, or equivalent experience
- Desire to work in a high-pressure, fast-paced environment to build value that flows to the member
- Ability to work in a team setting, be flexible and work well under pressure
- Ability to coordinate with multiple departments and handle multiple priorities successfully.
- High level of energy, drive, passion, and commitment with a strong sense of urgency & prioritization and a bias for action.
- Outstanding verbal and written communication skills, as well as demonstrated ability to work confidently and respectfully at all levels of an organization, both internally and externally
- Proficient in a variety of applications (Excel, Word, Outlook) and the ability to pick up new applications and processes quickly
- Office environment
- Potential for long periods of movement and standing throughout the day
ISS offers full-time employees a variety of benefits, including medical, dental, life, and disability insurance, as well as a comprehensive leave program based on employment status. The annual salary range for this position is $80,000.00 - $85,000.00. Final compensation will be determined based on experience and skills and may vary from the above range.
ISS Group is a global organization committed to making the international community more resilient and just for everyone. We encourage diversity and inclusion in their broadest terms, including ethnicity, race, age, gender, gender identity, disability, sexual orientation, religious beliefs, language, culture, and educational background. We look to lead our industry by example and to influence the market wherever we operate positively.
JOB DETAILS
Date posted:
MAY 12, 2023
Country:
UNITED STATES
Location:
NEW YORK, NY, US, 10010-4203
Job Category:
SERVICE EXCELLENCE
Full time/Part time:
FULL TIME
Requisition ID:
34892
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