Member Relations

The Ned No

Mad is a new members’ club and hotel that opened in the heart of New York in summer 2022. It’s the first international ‘Ned’ site to open following the launch of The Ned London in 2017.

Member Relations

Head of Membership

The Ned No

Mad is a new members’ club and hotel that opened in the heart of New York in summer 2022. It’s the first international ‘Ned’ site to open following the launch of The Ned London in 2017.

Located in The Johnston Building and formerly the No

Mad Hotel in Manhattan, the property was built in 1903 as a store and office building. The original architectural features have been honored, with interiors designed by the Soho House Design team.

The Ned No

Mad offers a mix of members-only and public spaces, including 167 bedrooms and suites. Ned’s Club will give members access to a rooftop bar and terrace restaurant as well as a first-floor bar and lounge with live entertainment from The Atrium Stage, seven nights a week. We also have a Cecconi’s, a modern day classic Italian restaurant and The Little Ned, a classic New York-style cocktail bar.

We are looking for a Member Relations to report directly to the Head of Membership. This is a fast-moving and entrepreneurial business, so we are looking for the right individual to be autonomous and pick up multiple tasks and projects at once.

Our culture is pacey but supportive, so you must be able to work in synergy with your peers and the different departments around you, especially the Food & Beverage team. Being an active communicator who is guest-focused and detail-oriented is a must to ensure the experience we provide is unique, memorable, and fun.

• Build and maintain strong relationships with founders and VIP members.
• Serve as a visible, approachable presence on the floor for members and guests.
• Assist members with questions, concerns, and special requests to ensure a seamless and elevated experience.
• Handle new member onboarding, inductions, and renewal coordination.
• Support member communication by capturing club stories and updates for internal and external messaging.
• Assist with the planning, execution, and follow-up of member events, including sending confirmation and thank-you emails.
• Attend BEO meetings when available to support event coordination and execution.
• Collaborate on the creation of event posters and input of events into GEM.
• Participate in quarterly member focus groups to gather feedback and enhance programming.
• Work closely with FOH leadership, including Club Managers, Maitre’d, and Head of Bars, to ensure alignment on service standards and member needs.
• Support the development and maintenance of a VIP Rolodex.
• Respond to member inquiries promptly via phone and email, using Salesforce Case Log to track communication. Escalate complex issues to the Membership Executive or Head of Membership.
• Utilize Salesforce to track member engagement and behavior to inform strategy.
• Ensure the Club environment remains safe, welcoming, and aligned with brand standards.
• Conduct prospective member tours and assist with onboarding for new joiners.
• Maintain a clear understanding of membership sales tools and processes.
• Lead membership tours and new member inductions
• Ensure new members are welcomed with onboarding comms, induction kits, personalized notes, and follow-up.
• Conduct regular check-ins with existing members to build community and preempt churn
• Collab with MM or HOM to help design and implement a loyalty or recognition program that deepens engagement and drives retention among high-frequency members.
• Own member arrival moments, coordinate with F&B and hotel teams to ensure arrivals are anticipated and personalized.
• Collab with hotel front office to…