Member Experience Manager

JOIN US... Upstairs, our clubhouse is dedicated to Intelligent Leisure, with three floors of dining, cultural programming, and spaces for our members to spend their free time intentionally and well. From our traditional sit-down restaurant to the vinyl listening room, there’s a little something special for every personality. Down at Bedrock, the club’s fitness and wellness destination, we’ve cultivated a hub of Physical Culture–two levels of premium gym facilities, aquatics, spa, and recovery experiences. Together, Moss and Bedrock create a holistic environment where members can move, restore, and connect in a refined, community-focused setting. About the Role As Member Experience Manager, you are the face of member engagement at Moss New York, responsible for cultivating meaningful relationships with members and ensuring every interaction feels personal, intentional, and memorable. You will spend the majority of your time on the club floor, maintaining a consistent guest relations presence across all four member floors, the two social floors (F&B and events) and the two Bedrock floors (fitness and wellness), building genuine connections with members and their guests, understanding their interests, and creating opportunities for introductions, programming participation, and long-term engagement. Where the membership sales team brings new members into the community, you ensure that every visit thereafter affirms their decision to join. This is a highly visible hospitality role that requires exceptional emotional intelligence, discretion, and an instinct for anticipating member needs, capturing the relationship intelligence that helps every department deliver an elevated, personalized experience, and helping Moss remain a club where everyone is known by name. Essential Functions Member Relationship Management Build meaningful, long-term relationships with members through consistent daily engagement throughout the club. Learn members' preferences, interests, professional backgrounds, families, routines, and social circles to create highly personalized experiences. Serve as a trusted point of contact for members, handling requests, feedback, and concerns with professionalism and discretion. Personally welcome members and VIP guests, ensuring they feel recognized and valued on every visit. Regularly engage with newer members to ensure they are integrating into the community and maximizing their membership. Community Building & Engagement Facilitate thoughtful introductions between members based on shared industries, interests, or personal passions — both formally through programming and informally throughout the club. Encourage participation in events, wellness programming, dining experiences, and community initiatives; actively educate members on club and Bedrock offerings, explaining benefits and encouraging utilization in support of the Director's member-usage and retention goals. Proactively engage quieter or less active members to increase overall club participation and retention. Act as an ambassador for Moss's culture and values, fostering an inclusive, welcoming, and highly connected community. Floor Presence & Guest Experience Maintain a consistent, visible presence across all four member floors during peak hours ensuring guest relations coverage matches the elevated service standard of the social floors. Uphold and model Moss's front-of-house hospitality standard, partnering with department heads so service feels consistent across the club. Review daily reservations, bookings, and expected arrivals each morning; brief floor and operational teams on member preferences, special occasions, VIP arrivals, and notable visits before doors open. Welcome member guests with warmth and professionalism, introducing them to the Moss experience; coordinate VIP guest arrivals and personalized service for visiting members and special guests. Administer the club's guest policies: registration, guest limits, and house rules; enforcing sta…