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Member Experience Manager | Parental Contract Role

Employment type:Fixed-term Parental Leave contract (est 6 – 12 months)
Reports to:Hub Australia, Chief Operations Officer
Start date:ASAP
Location:Melbourne
Salary:To be discussed at interview stages.

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About the role:

The Member Experience team champions a member experience-first mindset and drives member-centric approaches, solutions, and strategies to meet and exceed member needs, wants, and values across all touchpoints.

 

What we’re looking for:

The National Member Experience Manager ensures Hub continues to innovate, refine, and grow our member experience and benefits strategy. You will lead the MX team across all aspects of the MX portfolio including community building and event programming, physical amenity, product development, and member perks and benefits via third party relationships.

 

The purpose of the role:

  • Collaboratively drive and manage the strategy, ongoing innovation, development, and delivery of all aspects of Hub’s member experience, including physical clubhouse amenities, member benefits & services, member programming, and surprise and delight programs;
  • Work with the Property team on the concept, delivery, and ongoing evolution of our Room Data Sheets (RDS) and EDS (Experience Data Sheets) as well as the built environment/member amenity product including common areas, kitchens, tea-points, arrival experience, café, wellness rooms, exercise rooms, parents room, and meeting spaces;
  • Champion a member-first mind-set throughout all facets of the business – inspire, motivate and influence all parts of Hub to bring the brand promises and differentiators to life for our members and our team;
  • Collaborate with GMs to develop operational outcomes, frameworks, tools, and training programs to deliver operationally on the product and experience strategy and ensure seamless consistency across Hub clubhouses;
  • Develop and oversee the rollout and continuous innovation of front-line training curriculum and service standards to ensure consistent outstanding experiences;
  • Manage the national MX budgets and provide support to clubhouse teams where required on management of MX related items;
  • Support the wider Product Team across all projects relevant to the Member Journey;
  • Own and maintain the member journey from onboarding, member movements (upgrades, downgrades), to departure;
  • Own and manage the framework and ongoing successful delivery of Member Events across all Clubhouses – ensuring they add value to members and their businesses and stay fresh, relevant, consistent, and tailored to member personas and feedback;
  • Collate and analyse feedback received and maintain a dashboard of member feedback metrics
    Take ownership of experiential items that make up the wider member experience within our clubhouses, including Hub’s scent and Qsic music programming. Continuously innovate and review these to ensure they remain relevant and content is refreshed (where applicable);
  • Work with the Marketing Manager to ensure available spaces are presented appropriately for sales conversion through the delivery of office dress kits;
  • Own and maintain the Master Operational Consumables worksheets (which determine our purchasing across clubhouses for new builds and maintenance of existing clubhouses). Manage associated spend through a lens of brand and design aesthetic, purpose and replaceability, fiscal responsibility, and member use. Work with key stakeholders across Property and Operations to keep these up to date;
  • Live and breathe our values: Collaborative, Adaptable, Resourceful, Accountable, and Beyond Profit.

 

Key experience:

  • 5 + years in relevant industry roles which could include Customer Experience (including training), Product Management, or Event Management.
  • Relative tertiary qualifications in Marketing, Event Management, Market Analytics, or a transferable business skillset

Key skills:

  • The ability to build strong internal and external relationships and work independently
  • A keen eye for detail – you sweat the small stuff to makes member’s experiences unique and authentic
  • Influential communication skills (written and verbal)
  • Strong time management skills and ability to juggle competing priorities whilst remaining solutions-focused
  • Highly analytical, able to use data and draw conclusions and recommendations for business decisions
  • Proficient across the Google suite (including Sheets)
  • Previous experience with research/survey software tools is a bonus.

If your experience varies from what we’ve identified but you think you’d be a great fit, we’d love to hear from you.

 

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Why Hub Australia is a great place to work:

Hub Australia provides premium workspaces, business networks, and services to over 3000 members across 7 locations in Sydney, Melbourne, Brisbane, and Adelaide.

Hub Australia is a certified Great Place to Work and offers a diverse range of benefits to employees, including a personalised training and development fund, paid volunteer leave each year, birthday leave, an invitation to our annual conference, an Employee Assistance Program, phone allowance, and more.

All while working in our great coworking spaces with access to all the member events, perks, and premium facilities our members love.

 

Hub Australia’s values:

Hub Australia was the first B-Corporation Certified coworking space in Australia, and we’re proud to offer Australia’s first certified carbon-neutral coworking spaces, with all spaces certified through Climate Active.

Our internal values are collaboration, accountability, resourcefulness, adaptability, and beyond profit, all coming together to help us work as a tight-knit, growing team in one of Australia’s most exciting industries.

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To apply, please send a copy of your resumé and cover letter to hello@hubaustralia.com with ‘Member Experience Manager (PAT Cover)’ in the subject. We look forward to hearing from you.

Hub Australia

Updated December 8