Member Relations Manager

Ned's Club Washington

Washington•Salary of up to $80,000/year•Full time

Our Ned’s Club members expect the most exclusive service at our Club. Our Member Relations Manager will manage a team of Member Relations Coordinators who will proactively address member concerns and feedback and resolve issues promptly to maintain high levels of satisfaction. Every decision you make is to ensure every member experience lives up to the service and experience expected of the Ned’s Club.

Do you want to join one of the best places to work in hospitality?


What’s the role?

Member Relations Manager

Who we are…

The Ned and Ned’s Club are a global collection of hotels, clubs, spas, and restaurants for like-minded individuals to meet, work and have a good time.


Seven years after launching The Ned London in 2017, we are proud to be opening a Ned’s Club in the US capital, our fourth and newest location.


The property…

Ned’s Club Washington DC is a members’ club set over three floors of a neoclassical style building situated within President’s Park at 734 15th Street NW.


The Riggs Building sits opposite the US Treasury and was constructed in 1930. The 12-storey building is located around the corner from the White House and sits above the Milken Center for Advancing the American Dream, formerly the historic Riggs Bank Corcoran branch.


The Club has a Rooftop Terrace and Loft Restaurant with views overlooking the White House, US Treasury and Washington Monument, plus a Founder’s Dining Room, The Library, Drawing Room, Gallery and Conservatory. On level nine, there is a self-contained floor of private event spaces.


As the Members Relations Manager you will report to the Head of Membership and as an integral part of the Membership team you will:

  • Proactively address member concerns and feedback, resolving issues promptly to maintain high levels of satisfaction.
  • Reduce Membership attrition to <15%, drive engagement initiatives throughout the club and enhance member satisfaction.
  • Analyze engagement data and club utilization to promote active member participation.
  • Devise and implement retention strategies, including conducting renewal calls and forecasting attrition.
  • Address escalated member concerns and feedback promptly to maintain high levels of member satisfaction.
  • Through leadership of the MR team, promote active participation in Club events, to ensure members feel valued.
  • Support the membership onboarding journey from acceptance to 30-60-90 days into the membership term to ensure members are satisfied and continue to see value. Ensure all members have a biannually check in point (outside of their renewal call / email to filed feedback & forecast attrition).
  • Work closely with the Head of Membership to ensure re-engagement communication is sent and measure the impact of communication through open rate / click through rate / re-engagement.
  • Walk through inductions and tours. On site through the club face to face with members.
  • Analyze membership data and trends to identify factors influencing retention rates.
  • Devise and implement retention strategies and enhance member loyalty.
  • Lead on member renewal calls 60 days in advance to effectively forecast attrition and reduce potential member loss through re-engagement strategies



What you can bring to the role:

  • Experience in leading and motivating a team, encouraging a culture of participation and service excellence, preferably in a membership, guest relations, or hospitality environment
  • A strong ability to communicate effectively with members, ensuring their concerns are heard and addressed promptly to foster satisfaction and loyalty.
  • A proactive approach to problem-solving, with a focus on delivering solutions that enhance the overall member experience and reduce attrition.
  • Organizational capabilities that enable you to manage various projects simultaneously, from onboarding to renewal processes
  • Strong relationship-building skills to create a welcoming environment through personal interactions, ensuring members feel valued and connected.


What can The Ned give you

  • Salary of up to $80,000/year
  • Medical, Dental, Vision, Company Paid Life, STD, LTD Insurance
  • Complimentary meals in our friendly team restaurant
  • Exciting learning and development programs to help progress your career
  • Exclusive rates with our hotels for stays and dining, exclusive rates for your family and friends for hotel stays.
  • Paid time off
  • 401k matching
  • Employee assistance program –advice and support
  • Reward and recognition initiatives


At The Ned, we don't just celebrate our diversity, we challenge ourselves to do even better. The Ned is committed to being the best place to work, and ensuring that we have a leading diversity, equity and inclusion program is central to making that vision a reality.


Please let us know of any specific needs you may have during your interview.


All candidates must be able to work in the US to be considered for this role.


Apply today and join us as a Member Relations Manager.


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