Membership Experience Manager - Common House

Who we are

Common House is a modern social club with locations in Richmond, VA, Charlottesville, VA, Chattanooga, TN, and New Orleans, LA. More than a membership, the Houses provide inclusive spaces to dine, work, and discover through daily programming, unique amenities, and connection opportunities with other members. 

Reports directly to: Director of Operations

Supervised by: Programming Director (OpCo) 

Position Description

The Membership Experience Manager's role is to connect Members with one another and the broader club through programming and other community building and networking efforts, with the goal of increasing retention and ultimately increasing the lifetime value of the membership. Once the Membership Manager approves a new Member, their ongoing membership experience sits within the responsibilities of the Membership Experience Manager through direct outreach and planning engaging programming events.

Responsibilities include, but are not limited to:

Membership Retention

• Send monthly Welcome email to all new members and other personal invitations to programming events that align with the member's interest
• Host and coordinate connection oriented events. Work closely with F&B and Brand & Comms teams to ensure event details are clear across departments for seamless execution
• Co-host quarterly Membership Committee Meetings with Membership Manager to engage the Membership Committee, solicit feedback, push strategic initiatives, etc. 
• Manage and maintain relationships with Membership Committee to increase their engagement and develop events
• Participate in Common Ground Selection Process, from solicitation to selection to getting Memberships set up
• Coordinate quarterly gatherings of Common Ground to build community within that cohort
• Monitor cancellation feedback and any other membership feedback surveys to identify areas of improvement, and collaborate with other department leads as needed

Ideation & Event Coordination & Execution

• Work with OpCo Programming Director and broader team to brainstorm and ideate creative ways to activate the various spaces and amenities of Common House
• Conduct outreach to external community partners and key members to coordinate and schedule programming
• Ensure that programming is consistently scheduled, providing members with unique reasons to come into the club based on the financial goals of the club
• Ensure that programming is consistently meeting brand standards, speaking to larger community events, and national and international holidays 
• Collaborate with F&B team and FOH team to confirm key details for space planning, ticketing, set-up, breakdown, etc. 
• Effectively communicate details and proof copy for Programming descriptions, particularly new programs or introducing new concepts or programming partners.
• Coordinate with Concierge and the Brand & Communications team to ensure all details are captured in the appropriate systems for proper promotion to members
• Solicit member feedback on programming and iterate programming to enhance the member experience and drive member retention, usage, engagement, and club F&B financial goals
• Manage the monthly budget
• Participate in weekly and monthly reporting including key performance indicators related to usage and trends 
• Monitor RSVPs and connect with Brand & Communications team on a regular basis to adjust weekly promotion priorities
• Ensure that all details are appropriately captured in the BEO and prepare for all weekly BEO meetings to ensure that the FOH/BOH and Concierge teams have everything needed in advance for smooth execution (from set-up to breakdown). 
  • While it is not your responsibility to set-up or break-down every event, it is your responsibility to assign those tasks in their absence and ensure that Programming events are run smoothly.
  • For some programming, the Membership Experience Manager may be required to attend or help with set-up or break-down. If the Membership Experience Manager is unable to attend, they should coordinate to find coverage in advance. 

What Common House has to offer you! 

• 3 weeks of PTO in your first year
• 1 week of sick time per calendar year
• Paid Family Leave
• Medical, Dental, Vision
• 401k
• Flexible Scheduling
• Membership to Common House
• Opportunity for advancement or relocation to other clubs

Common House is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.