Membership Development Manager - Firmspace Denver

Membership Development Manager

Denver, CO | Full-Time (8am-5pm, M-F) | On-Site (Non-Remote)

At Firmspace, our Membership team does more than provide offices in a shared workspace. This team is the foundation of our company, providing top-notch hospitality and exceptional support to our current and prospective members. We work together to deliver an extraordinary member experience, drive growth, achieve revenue objectives, and manage a distinctive space for our business professionals.

We are looking for an organized, detail-oriented, proactive team member to join Firmspace Denver as our Membership Development Manager.

This individual is laser-focused on optimizing day-to-day site Operations and Hospitality, while also collaborating with our Sales, Marketing and Finance teams to successfully maintain the integrity of the space, liaise with vendors, maintain smooth SOPs, and build genuine relationships with our members.

This position reports to the VP of Sales and Development.

GOALS & OBJECTIVES

• Ensure smooth daily operations and management of the space.
• Curate a professional, distinctive, service-oriented atmosphere.
• Support location teammate in maintaining successful occupancy and retention rates. 
• Contribute to company-wide success by sharing insights and ideas.
• Serve as an enthusiastic advocate for Firmspace’s mission and foster a healthy, inspirational and team-oriented workplace culture.

DUTIES & RESPONSIBILITIES
Operations & Hospitality Management (On-Site)

• Create a welcoming environment conducive to productivity and business success.
• Ensure that location is fully operational and processes are running optimally; resolve issues swiftly.
• Own SOPs, recordkeeping and other administrative and operational tasks, consistently providing a smooth experience to meet members’ needs.
• Manage database updates to membership plans.
• Execute current-member expansion and renewal contracts and associated rates.
• Collect on current members’ outstanding balances and overdue payments.
• Collaborate with Finance on billing accuracy, payment collection and budget management.
• Own member move-out processes and offboarding tasks (inspections, refunds, cleaning, office resetting, etc.).
• Keep lobby, restrooms, kitchen, coffee bars, common areas, conference rooms and print stations clean and well-stocked.
• Serve as a primary POC for building management and vendors; coordinate service needs and billing; order supplies; etc.
• Execute space-prep plans for all holidays and other closures.
• Coordinate Firmspace-, member- and public-hosted events, as needed.
• Manage member communications via email, FS dashboard announcements, in-space or on-screen signage, etc. 
• Identify ways to enhance the member/user experience via on-brand services, amenities, value-add partnerships, etc.
• Serve as a POC for tours, new business inquiries, new-member onboarding and other forms of sales support when location sales teammate is unavailable.
• Support marketing team in promoting positive review collection efforts and other PR initiatives.  

Reception + Member Care (On-Site)

• Collaborate with location teammate on the elements below.
• Ensure consistent front desk staff presence.
• Maintain high-end presentation of space and amenities.
• Provide front desk support: phone answering, guest greeting, notary services, mail and package handling, conference room bookings, guest/delivery notifications, and parking validation.
• Build professional relationships with members and guests; field & resolve member suggestions, concerns, and issues.
• Ensure members follow Firmspace policies.
• Serve as a POC for vendors and building management.
• Be available for rare cases of after-hours needs or emergencies.

JOB SPECS 

• Entry-level position
• Full-time, exempt
• 40 hours per week (required 8am-5pm, M-F)
• On-site / Non-remote
• Anticipated start date: Immediate
• Compensation / Salary: $55,000-60,000 (commensurate with experience)

Requirements

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Experience & Qualifications

• 0-2 years of experience in hospitality, customer service or operations; light sales or event experience is a plus.
• Bachelor's degree or relevant work experience. 
• Must haves: Strong verbal and written communication skills, exceptional organizational skills, love and proficiency for multitasking, impressive attention to detail, passion for entrepreneurial communities and fast-paced environments.
• Compatibility with Firmspace culture via: Strong levels of integrity, dependability, responsibility, accountability, self-awareness, work ethic, teamwork, and empathy; commitment to the organization's mission, vision, values and company culture.
• Ability to quickly learn and understand programs/platforms for day-to-day operations. Working knowledge of Google Suites database and CRM platforms (Zoho and Office RnD) a plus.

Managerial Responsibilities
This position co-manages the entirety of the space and its members.

Physical Demands
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to talk or hear.  The employee is frequently required to stand, walk and sit. The employee is occasionally required to use hands to touch, handle or feel; reach with hands and arms; climb, balance, stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 30 pounds.  

Work Environment
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate.

ABOUT FIRMSPACE
Firmspace is a private office space for discerning, achievement-driven professionals and executives. Firmspace features exclusive private office space that offers secure and sound-masked offices, white-glove client service, five-star amenities, upscale technology, and professionally trained staff. Executives in law, finance, real estate, consulting, and other industries trust Firmspace to provide an environment that helps them perform their best and excel in their careers. With Firmspace, members spend less time worrying about distractions, and spend more time on growing their businesses.

Our team works hard and plays hard. We are passionate about fully investing ourselves in the day-to-day grind to support our members and each other. But we also are committed to personal development, celebrating diversity, maintaining a healthy work-life balance, and carving out time to love life (personally and professionally) and share some laughs together. The ways in which we do so are ever-evolving as our company continues to grow, featuring both remote and in-person team-bonding opportunities. Learn more about our company at https://firmspace.com/.

Benefits

• Health Care Plan (Medical, Dental/Vision)
• Paid Time Off
• 8 Paid Company Holidays + 3 Personal ‘Holidays’ Annually
• Bonus Potential + Team Incentives
• Retirement Plan (401k, IRA)
• Life Insurance
• Family Leave (Maternity, Paternity)
• Short Term & Long Term Disability
• Accident & Chronic Disease Insurance Options