Membership Coordinator

Our culture is one of vibrant energy paired with unwavering support. Our members want to collaborate, communicate and rely on someone who is deeply committed to delivering exceptional service. Your attention to detail and customer-focused approach will ensure that every guest experience at Ned's Club Washington, DC is not just memorable, but truly extraordinary.

Do you want to join one of the best places to work in hospitality?

Membership Coordinator

We are on the lookout for a dynamic Membership Coordinator to join our team and report directly to the Membership Executive. In this role, you'll thrive in our fast-paced environment, juggling multiple tasks and projects with flair, efficiency, and independence.

The Ned and Ned's Club are a global collection of hotels, clubs, spas, and restaurants for like-minded individuals to meet, work and have a good time.

After launching The Ned London in 2017, we are proud to have opened a Ned's Club in the US capital, our fourth and newest location in 2025.

Ned's Club Washington, DC is a members' club set over three floors of a neoclassical-style building situated within President's Park at 734 15th Street NW.

The Riggs Building sits opposite the US Treasury and was constructed in 1930. The 12-storey building is located around the corner from the White House and sits above the Milken Center for Advancing the American Dream, formerly the historic Riggs Bank Corcoran branch.

The Club has a rooftop terrace and loft restaurant with views overlooking the White House, US Treasury and Washington Monument, plus a Founders Dining Room, The Library, Drawing Room, Gallery and Conservatory. On level nine, there is a self-contained floor of private event spaces.

Reporting to the Membership Executive with a dotted line to the Head of Membership, and as a key part of our Membership team you will:

• Be an enthusiastic first point of contact for membership queries via email and phone, with frequent in-person interactions
• Respond to all member and applicant queries within agreed service standard timelines, ensuring appropriate tone, accuracy and clarity
• Log, track, and resolve member cases in Salesforce, ensuring all interactions, requests and outcomes are documented correctly
• Escalate complex or sensitive issues to management while ensuring the member experiences a smooth, continuous service journey
• Assist new and existing members with basic technical support questions related to payments, automated communications and member portal/app
• Accurately submit support tickets for non-templated or complex issues, ensuring sufficient detail is provided for resolution, and keeping member informed of progress
• Escalate member issues and complaints to management, while ensuring members receive timely follow-through from all relevant parties

• Maintain ownership of the overall case log, ensuring all queries are triaged, actioned and resolved within expected timelines, and proactively checking in with senior colleagues to ensure members receive timely replies and nothing falls through the cracks
• Follow documented workflows and templates for common member requests
• Identify cases that require escalation, technical support or leadership intervention

• Maintain and update member profiles, including documenting notes of phone conversations, accurately documenting member requests and preferences, approved special exceptions, etc.
• Update and amend member records in line with documented processes and terms and conditions
• Ensure all membership changes (freezes, transfers, upgrades, downgrades, resignations) are recorded correctly and promptly

• Monitor and chase overdue member payments, following up with members to update payment methods and resolve failed transactions
• Support new and renewing members with subscription and billing questions, ensuring payments are processed accurately and in line with company and legal guidelines
• Amend membership subscriptions with thoughtful attention to detail, ensuring compliance with the terms & conditions
• Flag recurring payment issues or risks to the Membership Executive for review

• Collect and submit member feedback to member feedback tool (Ask Humans), and ensure it is accurately categorized by department
• Organize & prepare weekly feedback summaries for Head of Membership’s distribution to internal teams
• Support member programming administration, including confirmation emails, reminders, and no-show follow-ups
• Provide support in maintaining accuracy of programming calendar across platforms, including internal documents, Tripleseat, GEM (backend to member's web portal and app, theN.APP)

• Ad-hoc projects as needed to support the organization and team
• Provide administrative assistance to membership team as required
• Provide scheduled or ad-hoc coverage for Club Reception when assigned, supporting a smooth arrival…