Membership Experience Coordinator (Or Manager) at HQ Kenya House at Tatu City Limited

JOB DESCRIPTION

Join the team at HQ Kenya House, a new members club opening at Tatu City!

HQ Kenya House, the first African American-owned private club in Africa, hires dynamic hospitality professionals. The club is owned by The Burns Brothers, trailblazers in culture-focused ventures. A sister club of the first HQ, known as HQ DC House and located in Washington, DC, HQ Kenya House will be a beacon of curated experiences tailored for personal and professional growth with a fusion of networking opportunities, development programs, and culturally enriching events.

Overview: Oversee all aspects of the HQ Membership Department to ensure exceptional services and events and drive the overall success and growth of the member base and member revenue.

KEY RESPONSIBILITIES:

• Serve as the Membership Experience Coordinator.
• Report to the General Manager.
• Responsible for working with the Assistant Manager and team to curate, execute, and manage various elevated monthly member events (including contacting talent and vendors, creating BEOs, selecting menus, etc.).
• Create member communication, including weekly emails and texts.
• Collaborate with the Creative team to ensure all creative needs (including promotional materials, invitations, menus, social media assets, press releases, etc.) are created, communicated, and documented in Wrike.
• Oversee event setup, ensuring all aspects align with vision and specifications.
• Coordinate logistics, including event setup, seating arrangements, audiovisual equipment, catering, transportation, and accommodation.
• Coordinate event flow, manage staff and volunteers, and troubleshoot issues.
• Build and maintain strong relationships with current members, ensuring their satisfaction and continued engagement.
• Schedule 1:1 meetings with members to check in on experiences and receive feedback.
• Work with the General Manager to review and improve day-to-day club experiences.
• Create member events in the Membership Platform.
• Maintain an accurate membership database to include new members, cancelled members, freeze members, etc.
• Manage sales pipeline and conduct reporting at all stages of the membership process, including following up with onboarded members and cold leads.
• Host open houses and member interviews to drive member conversions.
• Report all failed payments/follow-ups to ensure dues are collected.
• Respond promptly to calls, emails, texts, and correspondence.
• Maintain proficiency in event management software and Microsoft Office suite.
• Assist with daily tasks as needed.
• Travel, as necessary.
• Days of weekly service include Monday through Friday and, as otherwise necessary for events and activations, flexibility to work evenings and weekends.
• Uniform: Professional attire with nametag (examples include slacks, blouse, blazer, dress, dress shoes, flats). No sneakers are permitted as part of the uniform.

DESIRED QUALIFICATIONS & SKILLS:

• Minimum of 8 years of experience at a high-end property or organisation, with a proven track record of delivering exceptional guest experiences.
• Bachelor’s degree in hospitality or an equivalent.