Role: Member Relations

Reports to: Head of Membership

Who We Are…

The Ned NoMad is a new members’ club and hotel that opened in the heart of New York in summer 2022. It’s the first international ‘Ned’ site to open following the launch of The Ned London in 2017.

The Property…

Located in The Johnston Building and formerly the NoMad Hotel in Manhattan, the property was built in 1903 as a store and office building. The original architectural features have been honored, with interiors designed by the Soho House Design team.

The Ned NoMad offers a mix of members-only and public spaces, including 167 bedrooms and suites. Ned’s Club will give members access to a rooftop bar and terrace restaurant as well as a first-floor bar and lounge with live entertainment from The Atrium Stage, seven nights a week. We also have a Cecconi’s, a modern day classic Italian restaurant and The Little Ned, a classic New York-style cocktail bar.

The Role…

We are looking for a Member Relations to report directly to the Head of Membership. This is a fast-moving and entrepreneurial business, so we are looking for the right individual to be autonomous and pick up multiple tasks and projects at once.

Our culture is pacey but supportive, so you must be able to work in synergy with your peers and the different departments around you, especially the Food & Beverage team. Being an active communicator who is guest-focused and detail-oriented is a must to ensure the experience we provide is unique, memorable, and fun.

Primary Responsibilities:

• Build and maintain strong relationships with founders and VIP members.
• Serve as a visible, approachable presence on the floor for members and guests.
• Assist members with questions, concerns, and special requests to ensure a seamless and elevated experience.
• Handle new member onboarding, inductions, and renewal coordination.
• Support member communication by capturing club stories and updates for internal and external messaging.
• Assist with the planning, execution, and follow-up of member events, including sending confirmation and thank-you emails.
• Attend BEO meetings when available to support event coordination and execution.
• Collaborate on the creation of event posters and input of events into GEM.
• Participate in quarterly member focus groups to gather feedback and enhance programming.
• Work closely with FOH leadership, including Club Managers, Maitre’d, and Head of Bars, to ensure alignment on service standards and member needs.
• Support the development and maintenance of a VIP Rolodex.
• Respond to member inquiries promptly via phone and email, using Salesforce Case Log to track communication. Escalate complex issues to the Membership Executive or Head of Membership.
• Utilize Salesforce to track member engagement and behavior to inform strategy.
• Ensure the Club environment remains safe, welcoming, and aligned with brand standards.
• Conduct prospective member tours and assist with onboarding for new joiners.
• Maintain a clear understanding of membership sales tools and processes.
• Lead membership tours and new member inductions
• Ensure new members are welcomed with onboarding comms, induction kits, personalized notes, and follow-up.
• Conduct regular check-ins with existing members to build community and preempt churn
• Collab with MM or HOM to help design and implement a loyalty or recognition program that deepens engagement and drives retention among high-frequency members.
• Own member arrival moments, coordinate with F&B and hotel teams to ensure arrivals are anticipated and personalized.
• Collab with hotel front office to ensure a smooth and elevated member experience across departments.
• SF / Phone: Respond to members in Salesforce daily within 24 hours.
• Share member feedback with relevant departments to drive improved member experience.

Physical Requirements:

· Must be able to seize, grasp, turn and hold objects with hands

· Must be able to work on your feet for at least 8 hours

· Fast paced movements are required to go from one part of the club to others

· Must be able to move, pull, carry, or lift at least 20 to 60 pounds

· Occasionally kneel, bend, crouch and climb as required

· Must be able to use step ladder

Work Perks:

• Comprehensive medical, dental, and vision coverage, along with company-paid life insurance, short-term, and long-term disability benefits.
• 401k company match.
• Generous vacation, PTO, and holiday allowances.
• Career development opportunities and access to industry-leading training.
• Employee referral bonuses, competitive compensation, and more.
• Complimentary stays and discounted family rates to experience The Ned as our guests do.

Our Doors Are Yours to Open…

The Ned 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.

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

All candidates must be authorized to live and work in the US to be considered for this role.

Apply today and join us as Member Relations

#lovethened