Director of Member Relations

FAENA ROSE

Faena Rose has a 10-year history of maintaining its status as an exclusive, art-and-culture-based private members club founded on the principles of art, culture, community, and access. Faena Rose brings together its dynamic community of like-minded innovators, entrepreneurs, industry leaders, artists, and cultural influencers through a year-round calendar of engaging and transformative cultural experiences. We are not like other membership clubs. We set the tone for a true culture-driven community through constant innovation, elevating the experience for our very private patrons and members.

FAENA GROUP

Founded in Argentina by Alan Faena, Faena Group is a pioneering business specializing in the creation of one-of-a-kind holistic environments anchored in cultural experiences and socially responsible projects, ranging from residences and hotels to art and cultural spaces.

POSITION OVERVIEW

The Membership Relations Director is responsible for the members’ overall experience, engagement, and retention, with goals spanning all aspects of Faena Rose's business operations.

In addition, the Member Relations Director provides valuable support and assistance with member intelligence and cultural programming, and explicitly manages member renewal KPIs.

We are a growing organization and need team members who thrive in a rapidly changing environment. We are looking for someone with an entrepreneurial spirit, high energy, and a continuous improvement mindset. Our members are the heart of our business, and we work as a team to deliver exceptional customer service. We are looking for someone who has the proven ability to proactively engage with executive leaders and employees at all levels in a professional and mature manner, and to influence outcomes positively.

Are you a strong communicator? This role requires excellent written and verbal communication skills, with the ability to work effectively with people at all levels and with different leadership

styles. Strong business acumen, with a proven track record of translating business needs into actions that drive growth and success.

Strategy and project management are something you love. This role will manage multiple projects simultaneously, which require collaboration with people from different departments. You will need masterful time management skills- the ability to prioritize and meet deadlines.

This role reports directly to the General Manager.

REPORTING STRUCTURE & KEY PARTNERSHIPS

• Reports to: General Manager
• Peer teams: Cultural Programming, Marketing, Event Production
• Direct reports: N/A
• Key collaborators: Hotel Staff and private members

DUTIES & RESPONSIBILITIES

• Lead the Member Relations team and provide strategic leadership and direction to a team of member relations professionals in building, maintaining, and enhancing relationships with members to drive engagement, retention, and satisfaction. 
• Provide members with personalized, high-level service fulfilling all member requests throughout the Faena District, Miami Beach, and with reciprocal clubs and partners.
• Create, establish, and maintain excellent relationships with hotel outlets (beach, spa, restaurants, bar/lounge, valet, etc) to deliver Faena Rose VIP Service Expectations and Standards. 
• Oversee all aspects of the member journey, from onboarding to upgrades, downgrades, and reactivations. Audit and investigate member accounts to resolve transaction and billing inquiries 
• Collect both positive and negative feedback from members about events, service levels, and their overall experience. 
• Use this feedback to develop solutions that meet member expectations and improve their experience. 
• Assist with creation and maintenance of member intelligence tracking on CRM (PeopleVine), including, but not limited to, master and sub-master contact lists, event RSVPs and attendance, member lifestyle data, and member utilization. Develop and maintain comprehensive profiles on members.
• Maintain the member directory through our CRM Database (PeopleVine). 
• Maintain a member customer service and white glove response process and ecosystem team-wide with daily and nightly coverage in person and through DialPad (Critical tool)
• Assist with membership development, tracking reports, and processing of new memberships. 
• Participate in events, networking, and general member visits to Faena Hotel, particularly Faena Playa (Beach), Hotel Restaurants, and Nightlife Experiences. 
• Plan, strategize, and facilitate organic member introductions at Faena Rose events. 
• Assist with the new member orientation process & membership renewals tracking. 
• Create and execute member retention and engagement strategies, including forecasting reports.
• Manage ongoing membership surveys and feedback forms and develop strategic plans on how to address feedback.
• Personalized outreach for cultural events based on member interests.
• Create and execute “surprise and delight” moments for members. Provide administrative support across all aspects of business operations.
• Foster and lead the representation of Faena Rose with the day-to-day outlet staff and managers onsite at Faena hotel and within the district to ensure a positive and effective operational support system between everyone in support of Guests and the Rose Members.

TEAM MANAGEMENT AND DEVELOPMENT

• Lead and manage a team of 4-6 member relation managers and associates daily to include scheduling, coverage strategy to ensure proper coverage for each day from am to pm.
• Lead the Faena Rose team at events on best-in-class member experience from the first arrival to last departed, to include consistent VIP support throughout the evening after an event within the Faena District and Hotel outlets.

SKILLS & ABILITIES

• Minimum of 10 years of hospitality experience. 
• Minimum of 5 years in a strategic management position – we want to see that you have led a team that is hyper-focused on results and customer experience. 
• Self-starter and a problem solver. Must be a proactive voice, not a reactive one only.
• Flexible schedule as business dictates, including weekends, holidays, and evenings.
• Fluent in English – strong written, verbal, and non-verbal communication.
• Attention to detail and highly organized. 
• Proactive planner with both short-term and long-term scheduling and strategy. 
• Self-motivated, team player, reliable, professional, and hardworking with an ability to think innovatively.
• Creative and flexible with grace under pressure and strong problem-solving skills. 
• Computer efficiency: Microsoft Office Suite (i.e., Word, Excel, PowerPoint, Outlook), Google Suite; experience with Opera, Seven Rooms, and PeopleVine a plus.  
• Discretion and sound judgment in handling sensitive member information and interactions.
• Emotional and social intelligence to safeguard community standards without sacrificing warmth or inclusivity.

PHYSICAL REQUIREMENTS

• Ability to lift to 25 pounds 
• Ability to move safely in uneven terrain or in confined spaces. Ability to see and respond to dangerous situations. 
• Ability to remain in a stationary position for 8 hours or more. 
• Satisfactorily communicate with guests, management, and co-workers to their understanding.  

YOUR LEGACY

The Director of Member Relations will be remembered as the leader, welcoming face, and trusted guide who brings Faena Rose’s community to life in real time every day. Their tenure will be defined by meaningful relationships, seamless experiences, and a culture of care where every interaction reflects Faena Rose’s uncompromising devotion to art, culture, and exceptional human connection. 

This job description in no way states or implies that these are the only duties to be performed by theemployee occupying this position. Employees will be required to follow any other job‑related duties assigned by their manager.

COMPENSATION & BENEFITS

• This organization offers a competitive compensation and benefits package, which includes:
• Medical, dental, and vision insurance
• 401(k) plan with employer match
• Vacation and PTO package
• Additional employee benefits

EQUAL OPPORTUNITY

The organization is an Equal Opportunity Employer. All applications and personal information will be kept strictly confidential in accordance with EEO guidelines.