Member Experience Manager

Job Description

Salary:

About Kiln:

Kiln is a flex office and lifestyle brand. We deliver an exceptional experience that elevates the performance and lifestyle of our members through an ecosystem of people, products, places and spaces.

Kiln opened its first 2 locations in 2018 in Salt Lake City and Lehi Utah. Today we have 12 locations across Utah, Colorado, California, Oregon, Arizona, and Idaho with plans of rapid expansion throughout the U.S. Kiln is pioneering the future of hybrid work within the niche of ‘flex office’ in the broader commercial real estate sector.

Our Core Values:

1: Human at the core

2: Achieve & Celebrate Together

3: Thoughtful and with Purpose

4: Always Evolving

5: Nothing short of Extraordinary

6: Scrappy & Ingenious

Role Summary:

The Member Experience role supports the Community Team in executing the member success strategy and assists in managing the hospitality and physical elements of the space in order to elevate the Kiln experience for its members.

Goals and Objectives:

● Personifies Kiln’s core values and strives to achieve our vision

● Support the Community Director to achieve the following:

Create a collaborative environment amongst Kiln members through daily onsite hospitality service and management

Grow relations with vendors, partners, and members through effective hospitality management skills

Maintain company standards and expectations throughout all physical elements of the space

Take direction from the Community Director to support the Community Team as required

Create and maintain the Kiln workspace experience, as defined by the member success strategy

Major Responsibilities:

Experience/Facilities Management

Procure food and beverage offerings under direction of Community Director

Manage food and beverage budget to ensure we are providing a first class member experience while controlling costs

Submit receipts to Community Director for expense reports

Implement the enticing presentation of food and beverage offerings on a daily basis, according to Community Director’s design

Support company-wide facilities management and member experience procedures with Community teams across Kiln locations

Execute daily site walkthrough procedures and address any issues immediately and/or notify the appropriate department for support and resolution

Maintain all lounge, meeting, and breakout areas within the space to provide a beautiful, clean, and comfortable environment

Liaison between Kiln and contracted cleaning company to ensure the building is always clean and well kept

Be the go-to for Kiln Members regarding all facilities and maintenance issues and troubleshoot as necessary to resolve

Be the link between the Kiln & all internal & external facility contractors

Identify issues for escalation to Community Director and document accordingly

Identify opportunities for collisions between Kiln members and facilitate them accordingly

Member Experience

Basic understanding of Kiln membership subscription including membership types, amenities & sales related knowledge to support with walk-in or scheduled tours when needed

Answer “walk-up” member inquiries

Manage new member onboarding and orientation

Manage office move outs, including off-boarding check out list & reset of offices to sell

Be the first and last point of contact for your Kiln location

Ability to greet or check-in member guests with warm hospitality and a first class service mentality

Membership Management

Work on community initiatives designed to develop connections and foster “collisions” between members, including member introductions, event support, email and print communications

Be active on the Kiln member network & contribute site specific content to the marketing team for social media promotion

Identify, address, trouble-shoot and resolve all member-related issues to ensure a frictionless member experience

Events Management

Conceptualize, plan, and execute creative and inclusive community programming events to maintain member engagement, networking and collaboration

Organize and coordinate first-class, high-level external events to elevate the Kiln brand

Conceptualize, plan, and implement food and beverage offerings for events within budget while aligning with Kiln brand

Collaborate with and gather feedback from the Community team to ensure community events are on-brand and enjoyable for members

Oversee and manage the set-up and breakdown of events, including ordering food and beverages, communicating and executing on Run of Show, coordinating delivery/pickup of rental equipment, ensure adequate staffing

Manage multiple event calendars (including internal for kiln & external member/public facing)

Facilitate event invoicing & payment

Maintain up to date event/partnership pipeline for Boulder location

Ideal Experience and Skills:

College graduate with a four-year degree preferred, but not required

Customer service and hospitality experience required

Must have strong verbal and written communication skills

Exceptional organizational, multitasking, and problem solving skills

Demonstrates integrity, dependability, responsibility, accountability, self-awareness, work ethic, and empathy

Passion for entrepreneurial communities

Passion and understanding for Kiln’s mission and values

Proficient in basic computer skills