Member Experience Manager

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 19 locations across Utah, Arizona, Nevada, California, Colorado, Oregon, and Idaho with plans of rapid expansion throughout the western United States. 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

Our Mission:

Our mission is to transform the world within the workplace, elevating the quality of life for our members and empowering teams to build in new and innovative ways.

Our community lifts individuals, facilitates learning, and creates a collective that is capable of things we cannot imagine.

Role Summary:

The Member Experience Manager supports the Community Team in executing the member success strategy and assists in managing the hospitality and physical elements of the space 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:
• Create a collaborative environment among Kiln members through daily onsite hospitality and space management
• Grow relationships with vendors, partners, and members through effective hospitality
• Maintain company standards across all physical elements of the space
• Contribute to the execution of the member success strategy, including select decisions when appropriate
• Support Community Team operations and mentor peers when applicable

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 Portland location

Ideal Experience & Skills:

• 3–5 years of experience in hospitality, operations, community or coworking management
• Demonstrated experience with decision-making authority in member/customer-facing settings
• Experience overseeing teams, budgets, vendors, and events required
• Familiarity with sales processes, member retention strategies, and space-level performance goals preferred
• College graduate with a four-year degree preferred, but not 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