AddressIf you're looking to join an innovative and purpose-driven organisation that is redefining how an entire industry works, keep reading!
Salon Lane is recruiting for a dynamic Member Experience Manager to manage the day-to-day operations and drive our luxury Member Experience for our 3 Sydney locations located in Bondi Junction, Surry Hills and Lower North Shore.
ABOUT SALON LANE
New to Australia, Salon Lane is Australia’s largest provider of shared premium workspaces for hair, beauty and wellness professionals. Think WeWork but for hair and beauty!
With five world-class, creative coworking spaces already in Sydney and Brisbane and more sites in the pipeline, Salon Lane provides a move-in-ready solution that not only gives hair artists, beauty therapists and other industry professionals complete control over their own business and profits, but also a safe space and support network designed to empower them to become successful entrepreneurs.
As a well-funded start-up with high growth potential, candidates have the opportunity for accelerated career progression and to become key early members of the Salon Lane team.
ABOUT THE ROLE
Reporting directly to the Member Experience Director, you will be responsible for managing the day-to-day operations including the Member Experience team consisting of a Member Experience Coordinator, site-based Concierge teams, cleaning and maintenance contractors. In addition to keeping our teams and sites in pristine condition, you will be the first point of contact for any member-related onboarding, offboarding, events and feedback.
Working within a small and highly interdependent team, the role demands bags of energy, a people person, drive and commitment, attention to detail, enjoyment in problem-solving, giving first-class customer service and efficiency in managing competing priorities and challenges of a fast-moving start-up environment.
The role would suit a dynamic multi-site hospitality professional looking to work more social hours and is excited about redefining an industry.
ROLE AND RESPONSIBILITIES
- Ensure the Member Experience is consistently exceptional and retention rate targets are met.
- Create a fun, positive and welcoming environment for members and their clients.
- Be the primary point of contact for members, assist them with enquiries, and resolve any issues.
- Manage member onboarding and offboarding, location transfers and membership upgrades/downgrades.
- Manage internal member communications.
- Ensure the smooth running and continuous improvement of on-site operations, processes and systems.
- Utilise and update the coworking space management software to manage site operations.
- Manage and train Concierges, including setting and measuring KPIs and their associated operations.
- Research, book and coordinate speakers, industry professionals and social events for Sydney sites.
- Be flexible in dealing with the challenges of operating a 7-day business.
QUALIFICATIONS AND EDUCATION REQUIREMENTS
- Be able to start a full-time position in July or August 2024
- 5+ years’ managerial experience in hospitality, retail franchising, customer service, coworking or something similar.
- Strong communicator who exhibits exceptional leadership in motivating and exerting positive influences, resulting in positive relationships with members and colleagues.
- Excellent administrative and organisational skills with the ability to multi-task.
- A problem-solver who is eager to go the extra mile for customers.
- Not above any job and can juggle multiple tasks simultaneously.
- Highly organised with excellent attention to detail.
- Technically competent and able to understand and work with online software applications including MS Office, Google Workspace, Zoom, Slack & Asana.
- A completed tertiary qualification in Commerce/Business, Hospitality or a related discipline will be looked on favourably.
REWARDS
- Being a key member of an energetic, dynamic and entrepreneurial founding team who stands for more than just their bottom line.
- Scale your skills as the company scales the operations and locations (more team members will be folding in under your leadership).
- Being supported to make a social and environmental impact.
