Member Experience Officer - موظف إدارة تجربة المجتمع

JOB PURPOSE:
To deliver exceptional member and tenant experience at National Innovation Accelerator Center - Terminal 11, serving as the primary point of contact for workspace users. Responsible for onboarding, day-to-day support, community engagement, and ensuring member satisfaction and retention.

ROLES AND RESPONSIBILITIES:
1. Member Onboarding
• Manage the end-to-end onboarding process for new members and tenants.
• Conduct orientation sessions covering facilities, policies, and amenities.
• Ensure new members have access credentials, workspace setup, and required information.
• Create a welcoming first impression that reflects Terminal 11's brand.
2. Day-to-Day Member Support
• Serve as the primary contact for member inquiries, requests, and issues.
• Respond promptly and professionally to member communications.
• Coordinate with relevant teams to resolve member requests.
• Maintain high service standards and member satisfaction.
3. Community Engagement
• Foster a vibrant and connected community atmosphere.
• Organize community events, networking sessions, and member activities.
• Encourage interactions and collaboration among members.
• Build relationships with members to understand their needs and goals.
4. Member Retention
• Monitor member satisfaction and identify at-risk accounts.
• Conduct regular check-ins with members to ensure satisfaction.
• Address concerns proactively to prevent churn.
• Support renewal conversations and membership upgrades.
5. Front Desk & Reception
• Manage front desk operations and visitor reception.
• Greet visitors, manage sign-ins, and coordinate meeting room bookings.
• Handle incoming calls and general inquiries.
• Maintain a professional and welcoming reception area.
6. Space & Booking Management
• Manage meeting room and amenity bookings.
• Ensure booking systems are accurate and up to date.
• Coordinate setup requirements for meetings and events.
• Monitor space utilization and report trends.
7. Feedback & Improvement
• Collect and document member feedback.
• Report feedback trends and suggestions to leadership.
• Contribute ideas for improving member experience.
• Support implementation of experience enhancements.
8. Coordination & Communication
• Coordinate with Facility Coordinator for maintenance and facility requests.
• Communicate updates, events, and announcements to members.
• Maintain member communication channels (newsletters, community boards, apps).
• Support internal teams with member-related information.

COMMUNICATION CHANNELS:
Internal:
• Director of Operations.
• Facility Coordinator.
• Admin Officer.
• Sales Associate.
• All internal departments.
External:
• Members and tenants.
• Visitors and guests.
• Event participants.
• Service providers (as needed).

MINIMUM QUALIFICATIONS AND REQUIREMENTS:
Educational Qualifications:
• Bachelor's degree in Business Administration, Hospitality, Communications, or related field.
Professional Qualifications:
• Customer service or hospitality certifications are advantageous.
Work Experience:
• 1–3 years of experience in customer service, community management, hospitality, or member relations.
• Experience in co-working spaces, hospitality, or corporate services is preferred.
• Proven track record of delivering excellent customer experience.
Languages:
• Fluency in English is essential.
• Fluency in Arabic is highly desirable.
Computer Skills:
• Proficiency in Microsoft Office Suite.
• Experience with member management or CRM systems.
• Familiarity with booking and community platforms.

COMPETENCIES REQUIRED:
Behavioral Competencies:
• Customer Service Orientation.
• Communication.
• Interpersonal Skills.
• Problem Solving.
• Proactivity.
• Teamwork.
• Attention to Detail.
• Positive Attitude.
Technical Competencies:
• Member Relations.
• Onboarding and Orientation.
• Community Management.
• Booking and Space Management.
• Event Coordination.
• Feedback Management.