Membership Engagement Manager

The Hoxton lobbies have always been home to laptop savvy workers making use of super-fast Wi-Fi and comfy sofas as they hustle away in a place that feels like home. So it felt only natural for us to take our love for great experiences and create a coworking space, Working From_, that offers everything you need to do your (other) day job or take over the world, in our stylish and comfortable surroundings.

We’re looking for a warm, proactive, and highly organized Membership Engagement Manager to join the Working From_ team. Reporting to the General Manager and based on-site five days a week, this role is focused on delivering an exceptional member experience at every stage — from onboarding and day-to-day support to engagement, retention, and community programming.

With a strong focus on the first 90 days of membership, you’ll ensure every new member is set up for success and feels welcomed, supported, and connected to the space. You’ll own key member operations, communications, and administrative processes, while monitoring engagement and proactively identifying opportunities to re-engage at-risk members.

Working closely with the Brand Team and General Manager, you’ll bring the member experience to life through thoughtful programming, meaningful activations, and high-touch service that strengthens community and drives retention.

We’re a small, collaborative team, so this is a hands-on role for someone who is hospitable, detail-oriented, adaptable, and passionate about creating a best-in-class member experience.

What you’ll do…

Engagement & Operations:

• Welcome new members to the space and deliver a thorough, in-depth induction that sets them up with everything they need for success.
• Coordinate all member move-ins, desk or office swaps, and move-outs.
• Handle member enquiries and concerns related to membership in a timely, solution-focused manner, ensuring clear follow-up and resolution.
• Build strong day-to-day relationships with members, delivering thoughtful, heartfelt service that enhances the overall experience and supports retention.
• Monitor member engagement and usage patterns, proactively identifying at-risk members and supporting re-engagement efforts.
• Regular floor walks to engage with members, maintain visibility in the space, and identify any issues or opportunities for support.
• Complete daily opening and closing checks to ensure the space is operationally ready and maintained to a high standard.
• Manage the member Surprise & Delight budget and initiatives and deliver service recovery where necessary.
• Maintain accurate, secure membership records and ensure all related operational processes and SOPs are followed, including new member setup, account changes, discounts, refunds, renewals, transfers, cancellations, and freeze requests.
• Provide host stand coverage as needed during breaks, busy periods, or team absence.
• https://careers.accor.com/global/en/job/membership-engagement-manager-in-the-hoxton-chicago-chicago-united-states-jid-113355