Membership Executive

Do you want to join one of the best places to work in hospitality?What’s the role?Membership ExecutiveWho we are…The Ned and Ned’s Club are a global collection of hotels, clubs, spas, and restaurants for like-minded individuals to meet, work and have a good time.After launching The Ned London in 2017, we are proud to have opened a Ned’s Club in the US capital in 2025, our fourth and newest location.The Property…Ned’s Club Washington DC is a members’ club set over three floors of a neoclassical style building situated within President’s Park at 734 15th Street NW.The Riggs Building sits opposite the US Treasury and was constructed in 1930. The 12-storey building is located around the corner from the White House and sits above the Milken Center for Advancing the American Dream, formerly the historic Riggs Bank Corcoran branch.The Club has a Rooftop Terrace and Loft Restaurant with views overlooking the White House, US Treasury and Washington Monument, plus a Founder’s Dining Room, The Library, Drawing Room, Gallery and Conservatory. On level nine, there is a self-contained floor of private event spaces.As a Membership Executive and a key part of the membership team, you will:Work across the entire membership team to ensure that systems, processes and communications support members in the most efficient and effective way possibleSeek out inefficiencies, redundant processes and out of date approaches to surprise and delight team and Club membersLead a team with a membership coordinator as a direct report (when assigned)Work with the Head of Membership to develop a yearly strategy to ensure your team is supporting the organization’s most mission critical goalsAct as a liaison and project lead across teams (e.g., Finance, F&B, Digital)Ensure members events are well executed by creating the SOPs, BEO process and systems that support cross team collaborationSupport brand-wide initiatives to align membership experience across locationsEnsure accuracy of financial reporting and forecasting based on intakes, chasing payments, transfers, freezes, renewals and resignationsConduct regular audits of member data to ensure accuracy, completeness, and alignment with reporting standardsCreate and own dashboards, identifying trends in member behavior, and using data to inform team-wide decision-makingGenerate ad-hoc reports based on available member data (i.e. attendance, feedback, points of contact)Support collection of member payments ensuring accuracy of subscription rates. Ensure members with overdue payments update payment methodReview & approve subscription refund requests, following terms and conditions per company policy, followed by reconciling refundsOversee case log management, including helping Coordinator delegate amongst membership team based on type of request and team member’s schedules, ensuring applicants and members receive replies in timely mannerContinually develop and upgrade templated responses to member questions and inquiries, ensuring language is on brand and consistentHandle membership queries (i.e. issues and complaints) as escalated by Membership CoordinatorShare notable member feedback along with trends in member feedback with the Head of MembershipSubmit and track digital support tickets, ensuring tech issues are resolved by external digital support team member(s) in a timely mannerTrain all new and existing team members on Salesforce, including case log, member profiles and reportingBuild systems, workflows and SOPs within and across teams to maintain accuracy in information sharing, maintain best practices and promote open communicationIdentify system inefficiencies and propose platform improvements to optimize the membership workflowAll other duties as assignedWhat you can bring to the role:Previous membership experience with a proven track record of delivering outstanding resultsExtensive experience with CRM systems, payment systems and communications platforms requiredHigh attention to detail, systems thinking and a commercial mindset are non-negotiableOur operation can be a high-pressure environment, but you’ll be the steady presence that our team look to, so a calm demeanor and a genuine passion for providing guests with an exceptional experience every time is essentialBe a true team player who is here for the members rather than personal advancementHave the ability to be flexible with your schedule, to include the ability to work on weekends and holidays as neededWhat Ned’s Club can give you:Salary of up to $70,000/yearMedical, Dental, Vision, Company Paid Life, STD, LTD InsuranceComplimentary meals in our friendly team restaurantExciting learning and development programs to help progress your careerExclusive rates with our hotels for stays and dining, exclusive rates for your family and friends for hotel staysPaid time off401k matchingEmployee assistance program - advice and supportReward and recognition initiativesAt The Ned, we don't just celebrate our diversity, we challenge ourselves to do even better. The Ned is committed to being the best place to work, and ensuring that we have a leading diversity, equity and inclusion programis central to making that vision a reality.