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About the Role

As Member Experience Manager, you will be the primary point of contact for member engagement at Moss New York. Your role involves cultivating meaningful relationships, ensuring personalized interactions, and maintaining a strong presence across all club floors to foster connections and encourage participation. You will act as a brand ambassador, understanding member needs and preferences to deliver an elevated, personalized experience, ensuring Moss remains a club where everyone is known by name.

Responsibilities

Build meaningful, long-term relationships with members through consistent daily engagement.
Learn members' preferences, interests, professional backgrounds, families, routines, and social circles to create highly personalized experiences.
Serve as a trusted point of contact for members, handling requests, feedback, and concerns with professionalism and discretion.
Personally welcome members and VIP guests, ensuring they feel recognized and valued.
Engage with newer members to ensure they are integrating into the community and maximizing their membership.
Facilitate introductions between members based on shared interests or passions.
Encourage participation in events, wellness programming, dining experiences, and community initiatives.
Educate members on club and Bedrock offerings, explaining benefits and encouraging utilization.
Proactively engage quieter or less active members to increase overall club participation and retention.
Act as an ambassador for Moss's culture and values, fostering an inclusive, welcoming, and highly connected community.
Maintain a consistent, visible presence across all member floors during peak hours.
Uphold and model Moss's front-of-house hospitality standard.
Review daily reservations and brief operational teams on member preferences and special occasions.
Welcome member guests with warmth and professionalism.
Coordinate VIP guest arrivals and personalized service for visiting members and special guests.
Administer the club's guest policies, enforcing standards with grace and consistency.
Facilitate member reservations, bookings, and special requests by coordinating with reception and floor teams.
Contribute to the presentation, ambiance, and atmosphere of the member floors.
Maintain complete, current knowledge of club programming, amenities, hours, and services.
Enter relationship and preference notes directly into the CRM, documenting meaningful interactions.
Track engagement and guest-visitation patterns to identify members who may benefit from additional outreach.
Handle all member information with discretion and in line with data privacy standards.
Provide floor-level insight to the Member Communications team and the Membership team.
Act as the first responder for member concerns, complaints, and service breakdowns, resolving issues in the moment.
Document incidents and resolutions, communicating patterns and member sentiment trends.
Follow up personally with members after any service recovery.
Identify members at risk of disengagement and support re-engagement strategies.
Conduct new member orientations covering club amenities, policies, and house rules.
Ensure new members' first visits are exceptional.
Coordinate recognition of member birthdays, anniversaries, milestones, and achievements.
Identify surprise-and-delight opportunities in collaboration with Events and F&B.
Provide floor support and check-in assistance at member events.
Support the Membership team during club events by facilitating introductions and strengthening relationships with prospective members.
Partner closely with Membership, Events, Operations, Reception, and F&B teams to deliver seamless member experiences.
Coordinate with Bedrock leadership on guest relations standards.
Attend internal meetings to provide insight on member engagement, satisfaction, and opportunities for improvement.
Work alongside the reception team on service standards during peak periods.

Requirements

3-5 years of experience within a luxury private members' club, luxury hospitality, five-star hotel, or other high-touch, relationship-focused environment.
Demonstrated success building long-term relationships with discerning clientele and delivering highly personalized, discreet service.
Exceptional interpersonal skills and emotional intelligence, with the ability to remember names, preferences, and personal details at scale while building genuine rapport.
Experience maintaining detailed CRM records and member profiles (PeopleVine, HubSpot, or similar).
Strong conflict-resolution instincts, composure, judgment, and grace under pressure.
Highly organized and self-motivated; comfortable working independently while collaborating across departments.
Experience in luxury wellness, spa, or fitness environments a plus.
Impeccable personal presentation and a warm, confident, professional presence.
Availability for evenings, weekends, and member events as required.

Skills

Guest relations
Relationship building
Emotional intelligence
Conflict resolution
CRM management
Personalized service
Discretion
Interpersonal skills
Organization
Self-motivation
Collaboration
Hospitality

Location

New York

Work Type

Full-time

Experience Level

3-5 years

Salary/Compensations

$85,000–$95,000

About the Company

Moss New York offers a unique environment with dedicated spaces for Intelligent Leisure and Physical Culture. The clubhouse features dining, cultural programming, and spaces for members to spend their free time intentionally. Bedrock, the club's fitness and wellness destination, provides premium gym facilities, aquatics, spa, and recovery experiences. Moss aims to create a holistic environment where members can move, restore, and connect in a refined, community-focused setting.

Equal Opportunity

Moss is proud to be an equal opportunity workplace that seeks to recruit, develop, and retain the most talented people from a variety of backgrounds, perspectives, and skills. We therefore encourage applications from all genders, races, religions, ages, and sexual orientations, as well as parents, veterans, people living with disabilities, and any other groups that could bring diverse perspectives to our business.