Luxury Member Experience Lead

Moss-New-York-LLC; New York (NY); On-site; USD 85,000 - 95,000; Full time

Job summary

Moss New York seeks a Member Experience Manager to lead guest relations across all club floors. You will cultivate meaningful relationships, tailor experiences, and coordinate with multiple teams to deliver personalized service that reinforces members’ decision to join.

This highly visible role requires emotional intelligence, discretion, and a proactive approach to member engagement, events, and communications.

Qualifications

• 3-5 years of experience within a luxury private members' club, luxury hospitality, five-star hotel, or other high-touch, relationship-focused environment.
• Demonstrated success building long-term relationships with discerning clientele and delivering highly personalized, discreet service.
• Exceptional interpersonal skills and emotional intelligence, with the ability to remember names, preferences, and personal details at scale while building genuine rapport.
• Experience maintaining detailed CRM records and member profiles (PeopleVine, HubSpot, or similar).
• Strong conflict-resolution instincts, composure, judgment, and grace under pressure.
• Highly organized and self-motivated; comfortable working independently while collaborating across departments.
• Experience in luxury wellness, spa, or fitness environments a plus.
• Impeccable personal presentation and a warm, confident, professional presence.
• Availability for evenings, weekends, and member events as required.

Responsibilities

• 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.
• Facilitate thoughtful introductions between members based on shared industries or interests.
• Educate members on Moss offerings and encourage utilization to support retention goals.
• Coordinate VIP guest arrivals and personalized service for visiting members and special guests.

Skills

Relationship building

Interpersonal skills

CRM experience

Conflict resolution

Organization

Luxury hospitality

Personal presentation

Availability for evenings

Job description

Moss New York seeks a Member Experience Manager to lead guest relations across all club floors. You will cultivate meaningful relationships, tailor experiences, and coordinate with multiple teams to deliver personalized service that reinforces members’ decision to join.

This highly visible role requires emotional intelligence, discretion, and a proactive approach to member engagement, events, and communications.