Member Experience Manager

Designation: Community Manager Department: Community Reporting To: General Manager Functional Alignment: Assistant Director - Community Location: Gurgaon Role Overview The Community Manager is the primary owner of the member experience at the club. This role leads day-to-day community operations, member engagement, renewals execution, and onboarding delivery, while coordinating closely with internal teams to ensure consistent service standards across all member touchpoints. This is an execution-led role. While supported by Corporate Community for structure, tracking, and guidance, the Community Manager owns on-ground delivery, real-time decision-making, and outcomes at the unit. Key Responsibilities 1. Member Engagement & Relationships • Own member engagement at the unit, ensuring members feel recognised, welcomed, and valued at all times. • Act as the face of the Community team on the floor, building strong relationships through regular interaction and personalised engagement. • Maintain accurate member profiles, preferences, and interaction notes to enable personalised experiences. • Address member concerns with empathy and discretion; resolve issues promptlyor escalate when required. • Track and share engagement insights, feedback trends, and key member inputs with leadership teams. 2. Renewals (Unit-Level Ownership) • Own renewal execution at the unit in coordination with the Assistant Manager – Community & Renewal. • Participate in renewal conversations, follow-ups, and member interventions as required. • Track renewal pipelines, ageing renewals, and at-risk members at the unit level. • Ensure renewal hygiene, documentation, and coordination with Finance for timely closures. • Share renewal updates, risks, and closures with Corporate Community and leadership as required. 3. New Member Onboarding (On-Ground Delivery) • Execute the new member onboarding experience at the unit, ensuring warm introductions and smooth integration. • Coordinate with Membership Sales for structured handovers post-sale. • Ensure new members are oriented to the space, offerings, and community culture. • Collect early-stage feedback and act on gaps in the onboarding experience. • Ensure onboarding steps are completed and tracked as per defined process. 4. Club Floor & Community Operations • Own daily Community operations on the club floor, ensuring smooth functioning and high service standards. • Actively manage the member journey from arrival to departure. • Coordinate closely with F&B Service, Culinary, Operations, and Facilities teams to deliver seamless hospitality. • Identify operational gaps, log issues, and drive resolution at the unit level. • Ensure adherence to Community SOPs and service frameworks on the floor. 5. Private Hires, Events & Reservations • Act as the unit coordination point for private hires, member events, and reservations. • Redirect and align enquiries with Sales and Operations teams as per defined process. • Ensure accurate communication of event requirements and flawless on-ground execution. • Be the primary on-site contact for members during events. 6. Team Coordination & Communication • Lead and guide the unit Community team in daily priorities, service standards, and member handling. • Coordinate internal communication across departments for member-related requirements. • Share updates, challenges, and best practices with Corporate Community and leadership teams. • Support training, process adherence, and continuous improvement initiatives at the unit level. Skills & Experience • 5–8 years of experience in hospitality, community management, guest services, or customer experience roles. • Strong on-ground operational experience in premium or member-led environments. • Excellent interpersonal and communication skills with high emotional intelligence. • Ability to manage pressure situations calmly and professionally. • Strong organisational skills and attention to detail. • Flexibility to work evenings, weekends, and holidays as required.