Member Experience Manager

About Haven Coworking:

Haven Coworking opened in May of 2024 in downtown Towson, MD and will be opening its second location in the Spring of 2026 in the Overlea neighborhood of Northeast Baltimore. Haven Coworking is pioneering the future of hybrid work within the niche of ‘flex­ office’ in the greater Baltimore area.

Our Core Values:

1: Enable Success for our members and the community

2: Relentless & obsessed to succeed

3: Consistent & system oriented

4: Playful & fun to foster community

5: Honesty & integrity in everything we do

6: Create “WHOA”

Our mission is to provide the perfect place and community to succeed by being the highest quality workspace in your neighborhood.

Role Summary:

The Member Experience Manager supports the Community Director in executing the member success strategy and assists in managing the hospitality and physical elements of the space to elevate the Haven Coworking experience for its members.

Goals and Objectives:

• Above all else, you will strive to create special, memorable, and above and beyond daily experiences for our Members.
• You are the host of the “party” each and every day. Welcome our members into their workspace with a hospitality mindset.
• You are the steward of this workplace and responsible for it being kept in the most presentable, highest quality condition at all times.
• Support the Community Director to:
• Create a collaborative environment among Haven Coworking members through daily onsite hospitality and space management
• Grow relationships with vendors, partners, and members through effective hospitality
• Maintain company standards across all physical elements of the space

Major Responsibilities:

Experience/Facilities Management

• Procure food and beverage offerings under direction of Community Director
• Manage food and beverage budget to ensure we are providing a first class member experience while controlling costs
• Submit receipts to Community Director for expense reports
• Implement the enticing presentation of food and beverage offerings on a daily basis, according to Community Director’s design
• Support company-wide facilities management and member experience procedures with Community teams across Haven Coworking locations
• Execute daily site walkthrough procedures and address any issues immediately and/or notify the appropriate department for support and resolution
• Maintain all lounge, meeting, and breakout areas within the space to provide a beautiful, clean, and comfortable environment
• Be the go-to for Haven Coworking Members regarding all facilities and maintenance issues and troubleshoot as necessary to resolve
• Be the link between the Haven Coworking & all internal & external facility contractors
• Identify issues for escalation to Community Director and document accordingly
• Identify opportunities for collisions between Haven Coworking members and facilitate them accordingly

Member Experience

• Basic understanding of Haven Coworking membership subscription including membership types, amenities & sales related knowledge to support with walk-in or scheduled tours when needed
• Answer “walk-up” member inquiries
• Manage new member onboarding and orientation
• Manage office move outs, including off-boarding check out list & reset of offices to sell
• Be the first and last point of contact for your Haven Coworking location
• Ability to greet or check-in member guests with warm hospitality and a first class service mentality

Membership Management

• Work on community initiatives designed to develop connections and foster “collisions” between members, including member introductions, event support, email and print communications
• Be active on the Haven Coworking member network & contribute site specific content to be used for social media promotion
• Identify, address, trouble-shoot and resolve all member-related issues to ensure a frictionless member experience

Events Management

• Conceptualize, plan, and execute creative and inclusive community programming events to maintain member engagement, networking and collaboration
• Organize and coordinate first-class, high-level external events to elevate the Haven Coworking brand
• Conceptualize, plan, and implement food and beverage offerings for events within budget while aligning with Haven Coworking brand
• Collaborate with and gather feedback from the Community team to ensure community events are on-brand and enjoyable for members
• Oversee and manage the set-up and breakdown of events, including ordering food and beverages, communicating and executing on Run of Show, coordinating delivery/pickup of rental equipment, ensure adequate staffing
• Manage multiple event calendars (including internal for Haven Coworking & external member/public facing)
• Facilitate event invoicing & payment
• Maintain up to date event/partnership pipeline for upcoming Overlea location

Ideal Experience & Skills:

• 1-3+ years of experience in hospitality, operations, community or coworking management - not required but preferred. A can do attitude and knack for hospitality goes a long way.
• Demonstrated experience with decision-making authority in member/customer-facing settings
• Experience overseeing teams, budgets, vendors, and events required
• Familiarity with sales processes, member retention strategies, and space-level performance goals preferred
• College graduate with a four-year degree preferred, but not required
• Must have strong verbal and written communication skills
• Exceptional organizational, multitasking, and problem solving skills
• Demonstrates integrity, dependability, responsibility, accountability, self-awareness, work ethic, and empathy
• Passion for entrepreneurial communities
• Passion and understanding for Haven Coworking’s mission and values
• Proficient in basic computer skills

Job Type: Full-time

Benefits:

• Paid time off

Work Location: In person

Pay: $50,000.00 - $55,000.00 per year