Member Experience Officer

Oman Investment Authority

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.