Membership Engagement Manager

Job Description

What you’ll do…

Engagement & Operations:

• Welcome new members to the space and deliver a thorough, in-depth induction that sets them up with everything they need for success.
• Coordinate all member move-ins, desk or office swaps, and move-outs.
• Handle member enquiries and concerns related to membership in a timely, solution-focused manner, ensuring clear follow-up and resolution.
• Build strong day-to-day relationships with members, delivering thoughtful, heartfelt service that enhances the overall experience and supports retention.
• Monitor member engagement and usage patterns, proactively identifying at-risk members and supporting re-engagement efforts.
• Regular floor walks to engage with members, maintain visibility in the space, and identify any issues or opportunities for support.
• Complete daily opening and closing checks to ensure the space is operationally ready and maintained to a high standard.
• Manage the member Surprise & Delight budget and initiatives and deliver service recovery where necessary.
• Maintain accurate, secure membership records and ensure all related operational processes and SOPs are followed, including new member setup, account changes, discounts, refunds, renewals, transfers, cancellations, and freeze requests.
• Provide host stand coverage as needed during breaks, busy periods, or team absence.

Communication:

• Manage member portal content, ensuring all member-facing information (event calendar, FAQs, member benefits, etc. ) is accurate and up to date.
• Own member communications through the portal, including updates on events, space operations, hotel activity, and food and beverage offerings.
• Manage the annual member satisfaction survey, track results, and share insights and recommended actions with the wider management team.

Programming:

• Partner with the Brand Team and General Manager to build relationships with brand partners and develop an engaging, relevant, and community-focused events calendar.
• Execute all programming and events from planning and setup through to breakdown and post-event follow-up.
• Collaborate with the Brand Team on the monthly member newsletter.
• Create and print signage for the space to support events, activations, and operational communications.

Qualifications

What we’re looking for…

• 2 years’ experience in coworking, hospitality, events or a similar industry
• The ideal candidate will be comfortable working independently and will have a strong understanding of administration and processing, with a keen eye for detail.
• Tech-savvy, with experience using Microsoft Office and other workplace systems and booking platforms.
• You are motivated and driven. You volunteer for new challenges without waiting to be asked, take ownership of your work, and are eager to make a real difference.
• You like helping people. You get a kick out of guiding people to those aha! moments. You are patient, level-headed, and cool under pressure.
• You pay attention to the details. As far as you’re concerned, anything worth doing is worth doing right, every single time. You stay focused, and nothing falls through the cracks on your watch.
• You think on your feet. You like learning new things, and you learn quickly. When things change, you know how to roll with the punches.
• You communicate clearly and professionally, whether in person, in writing, or over the phone.
• You have experience in payment collection and bring a warm, outgoing, and sociable approach.
• You work positively and collaboratively, with a commitment to delivering the highest standards.
• You have the ability to learn quickly and adapt to Working From_ and Ennismore’s unique culture.
• You are humble. There are no egos and no drama.
• You believe in sending the elevator back down.

Additional Information

What’s in it for you…

• The opportunity to join an innovative, fast-growing, international group that’s committed to not just building new coworking space but building a global brand.
• The chance to challenge the norm and work in an environment that is both creative and rewarding.
• PTO, great healthcare, competitive salary and package
• Excellent global discounts across Ennismore and Accor for you and your nearest and dearest.
• Plenty of opportunity to progress and change it up as part of a global family of brands
• Learning opportunities to broaden your skillset and development that helps you think, make, and thrive at work
• Regular team get togethers – we know how to have a good time!

Working From_ Fulton Market

The Hoxton, Chicago is our third hotel in North America, located in the Fulton Market district, an area that is fast evolving and buzzing with a whole host of new stores, inspiring start-ups, swishy global HQs and an exciting bar and restaurants scene to match. It’s where you want to be in Chi-Town.

We have always done coworking...Since 2006 The Hoxton has been home to laptop savvy workers making use of super-fast Wi-Fi and comfy sofas as they hustle away in a place that feels like home. So it feels only natural for us to take our love for great experiences and create a space that offers everything you need to do your (other) day job or take over the world, in our stylish and comfortable surroundings.