Membership Experience Manager

Member Experience Manager

King’s Cross, London | Full-time | Permanent

Salary: Up to £38,950 depending on experience, plus 10% bonus and benefits

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Are you a natural people leader who thrives on creating welcoming environments where people feel valued, supported and connected? Do you take pride in delivering outstanding customer experiences while ensuring everything runs seamlessly behind the scenes?

This is an exciting opportunity to join a design-led, community-focused workspace in King’s Cross, where exceptional service, attention to detail and a genuine sense of belonging are at the heart of everything.

As Member Experience Manager , you will lead the front-of-house team of 3 people, oversee the day-to-day running of the workspace and ensure members and guests receive a consistently outstanding experience. You will set the tone for the environment, creating a welcoming, professional and well-organised space while developing a motivated team that takes pride in what they do.

Combining hands-on operational management with team leadership and relationship building, this is a varied role for someone who loves working with people, takes initiative and enjoys making a real difference to the customer experience.

What you'll be doing

• Leading and developing the team: Motivate, support and coach the front-of-house team, creating a positive culture built around collaboration, accountability and exceptional service.
• Overseeing daily operations: Ensure reception, meeting rooms and communal areas operate smoothly, maintaining high standards of presentation, organisation and service.
• Delivering an outstanding member experience: Build strong relationships with members and guests, ensuring they feel welcomed, supported and valued at every interaction.
• Supporting the General Manager: Act as the main point of contact in the General Manager's absence, taking ownership of operational matters and ensuring continuity across the workspace.
• Managing suppliers and amenities: Oversee stock levels, supplies, facilities-related requirements and supplier relationships to ensure the space is always well equipped and running efficiently.
• Supporting recruitment and onboarding: Help recruit, train and develop team members, ensuring they have the confidence, knowledge and skills to deliver an excellent service.
• Managing feedback and resolving issues: Handle member queries, feedback and complaints with professionalism, empathy and a solutions-focused approach.
• Maintaining high standards: Take pride in the finer details, proactively identifying opportunities to improve processes, enhance the environment and elevate the overall member experience.

Why join?

This is an excellent opportunity for someone looking to take the next step in their career and move into a professional, office-based environment without losing the energy, variety and people-focused nature of hospitality or customer service.

You'll enjoy:

• Monday to Friday working hours , with no regular evening or weekend shifts.
• A beautifully designed, contemporary workspace with a strong focus on wellbeing and community.
• A varied leadership role where you can take ownership, use your initiative and make a tangible impact.
• The opportunity to lead, develop and inspire a team.
• A collaborative and inclusive culture where ideas, initiative and continuous improvement are encouraged.
• A competitive salary of up to £38,950, depending on experience, plus a 10% bonus and benefits.

What we're looking for

We're looking for someone who combines strong people skills with operational capability and a genuine passion for delivering exceptional service.

You'll ideally bring:

• Experience managing or supervising a customer-facing team, with the ability to motivate others and lead by example.
• A background in hospitality, retail, coworking, hotels, serviced offices or another service-led environment.
• Excellent communication and interpersonal skills, with the confidence to build relationships at all levels.
• A calm, organised and professional approach, particularly when managing competing priorities.
• A proactive, solutions-focused mindset and the confidence to take ownership and make decisions.
• Strong attention to detail and pride in maintaining high standards.
• A genuine enthusiasm for creating positive experiences and building a welcoming community.

Previous experience in a flexible workspace or serviced office environment would be beneficial, but we're equally interested in people with transferable experience from hospitality, retail or high end hotels, the right attitude and a passion for outstanding service.