Job Vacancy - KWENCH - Member Services Manager

Full-Time | Permanent | In-Office in Victoria, BC

Salary: $68,000 - $75,000

Hours: Monday to Friday with occasional weekends + evenings

Who we are

Meet KWENCH - we’re a vibrant, female-owned, B‑Corp-certified work and culture club located in the heart of Victoria’s Innovation District. Located in a beautifully restored streetcar depot, we offer an inspiring space where curiosity, creativity, and connection thrive.

Our name says it all: Knowledge, Wellness, Experiences, Novelty, Curiosity, and Connection = Happiness. We’ve built a community for individuals and businesses who believe that work should fuel your life, not drain it. With coworking spaces, private offices, a gym, meditation spaces, a café, licensed bar, and more, KWENCH blends productivity with well-being in a way that’s anything but ordinary.

We champion inclusivity, sustainability, and radical hospitality. From hosting events to sparking conversations, we’re here to connect, elevate, and support the folks who walk through our doors. If you're someone who believes in meaningful work, strong community, and living life with purpose and play, then (we think!) KWENCH is your kind of place.

About the role

We’re currently on the lookout for our next Member Services Manager as KWENCH continues to grow and evolve. This role will lead the front-of-house operations and its small team of employees and volunteers. You’ll work closely with our Creative Director to build and execute KWENCH’s strategic vision, and you understand the importance of every small step and believe in a process-based workplace. You’ve built the processes, you’ve used the processes, you’ve adapted the processes.

You understand what it means to drive connection and conversion, consistently striving to hit (and exceed!) company sales goals. This role will require a proactive, solutions-focused, and calm person who isn’t flustered easily and is able to pivot easily from managing a maintenance issue to closing a private office sale.

This role is perfect for someone who lives in the details, is flexible by nature, and values the relationships built in a place like KWENCH. You’ll act as the go-to for members, provide outstanding customer service to all patrons, and lead your team with confidence. You’re a do-er, the wizard of getting things done (and right!)

A day in the life…

Strategy and Growth

• Align department strategy with company-wide KPIs and OKRs, and ensure your team contributes meaningfully toward shared outcomes
• Develop informed decisions and report regularly on performance, growth opportunities, and operational bottlenecks.
• Identify opportunities to evolve our member experience, improve systems, and increase revenue in ways that align with KWENCH values.

Leadership & Culture

• Lead the Member Services team, including training and supporting them to hit service and sales goals.
• Inspire, support, and hold the Member Services team accountable to their goals and responsibilities.
• Create and maintain shift schedules aligned with club hours, events, and member needs.
• Provide training and clear expectations for daily tasks, service standards, and sales targets.
• Manage team performance and address any issues promptly, escalating to the Creative Director when appropriate.
• Lead performance evaluations, development planning, and employee recognition efforts.

Member Experience & Service

• Champion exceptional service and ensure every member feels supported and welcome.
• Implement and maintain the tone of the club based on company values and inclusive expectations.
• Regularly review and update front-of-house systems to streamline processes and improve member interactions.
• Address member concerns promptly, ensuring issues are resolved with empathy and efficiency.
• Oversee front-desk communications and etiquette to ensure brand alignment and professionalism.
• Provide onsite support for KWENCH-hosted member events, ensuring smooth execution.
• Work closely with the Member Experience Coordinator to ensure all member events are well-executed, aligned with the KWENCH vibe, and consistently scheduled.
• Open and operate the bar as required.

Sales & Client Relations

• Act as the primary point of contact for private office sales.
• Manage the sales pipeline through HubSpot, respond to inquiries, provide tours, follow up, and close leads.
• Draft and execute member contracts, ensuring accuracy and alignment with KWENCH terms and conditions.
• Maintain occupancy targets and collaborate with the CEO and marketing team to support campaigns and drive lead conversion.

Admin & Operations

• Oversee all accounts receivable tasks and ensure accurate records.
• Maintain regular oversight of financial performance related to memberships, occupancy, and sales.
• Work with the CEO and Bookkeeper to ensure revenue targets are on track and expenses align with budget expectations.
• Monitor daily, weekly, and monthly performance metrics, ensuring financial, operational, and service goals are met and supporting adjustments when needed.
• Take full responsibility and accountability for all membership software, including Google Workspace, HubSpot, Slack, and others.
• Maintain and oversee digital HR files for Member Services staff and ensure they are kept current and compliant with employment regulations.
• Manage the full employee lifecycle for Member Services roles, including posting job descriptions, hiring, onboarding, offboarding, and coordinating probation and performance reviews.
• Ensure employment policies and health & safety procedures are followed and act as the first point of contact for team concerns or incidents.

Facility Management

• Own day-to-day functionality, cleanliness, and presentation of the club.
• Coordinate maintenance and repairs and work with tradespeople, property managers, and suppliers as required.
• Monitor and manage all building systems (e.g. HVAC, access control, Wi-Fi, lighting, etc.) and escalate issues where needed.
• Champion sustainability and environmental practices across club operations.
• Management of the Fitness room and its users.

What you bring

• 5+ years’ experience in a hospitality or similar customer-focused environment
• 2+ years’ leadership experience with a natural ability to build a confident team
• Comfortable in a front-facing role, encountering and speaking with all types of people (i.e. stakeholders, members, vendors, etc.)
• Ability to merge relationship-building with true customer service
• High attention to detail and inherent ability to execute the plan
• Calm, cool, collected under pressure and an embodiment of professionalism even when stressed
• Confident in delegation and managing the deadlines
• Comfortable with all kinds of tech, specifically Google Workspace, HubSpot, Slack
• Natural learner and researcher
• Out-of-this-world communication skills, both written and verbal
• Active Serving It Right certification

What we offer

• Annual salary range of $68,000-$75,000
• Extended health benefits
• Casual dress
• Paid volunteer hours
• Paid wellness days

How to apply

To apply, please submit a resume and cover letter to careers@reimaginework.ca with YOUR NAME - Member Services Manager - KWENCH in the subject line. We thank all applicants for their interest; however, only those candidates selected for interviews will be contacted.

If you don’t meet all of our requirements exactly or have taken a non-traditional professional path, we still want to hear from you! Use your cover letter to tell us about your unique experience - we strive to build a diverse team and recognize that skills are transferable.

While we appreciate all applications, KWENCH is unable to support any type of work visa at this time.