Job Vacancy - 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.

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.

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.

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!)