Member Experience Lead

About Agency

Agency is a private, invite-only network for founders and leaders of 7, 8, and 9-figure agencies.

Built by the team behind Pilothouse and , Agency brings together ambitious agency leaders through facilitated forum groups, a private digital community, curated events, and a growing deal network.

We're early-stage and growing, which means the member experience is still being built. The right person will not just run an existing playbook, they will help shape how members join, connect, and get value from a high-quality founder network.

About the Role

We're hiring a Member Experience Lead to be the person who knows our members best and puts that knowledge to work.

Think of the concierge at a great hotel. The one who remembers your name, what you asked for last time, and has already handled it before you thought to ask. That level of attention doesn't come from charm alone. It comes from a system behind the desk that captures details and turns them into action. This role is both: the warm, curious person members love talking to, and the builder of the system that makes the attention consistent.

The heart of the job is connection. You'll run welcome calls with every new member, learn what they're building and what they're stuck on, and use that knowledge everywhere: introductions between members who should know each other, recommendations for which forum group someone belongs in, a nudge to someone going quiet before they drift.

This is a founding seat in the member experience function. You'll work directly with the General Manager and alongside our Facilitation Lead, who runs the rooms while you run the connections between them.

What You'll Own

Welcome calls and onboarding. Every new member starts with you. You run orientation, learn their business, and make sure they feel at home from day one.

Member-to-member introductions. Based on real needs, not job titles. You keep track of who needs what and act on it, so every member gets connections that matter.

Forum group matching. The full pipeline: intake, preferences, bios, a written recommendation for every placement, and post-match coordination through to the group's first meeting. Rematches too, working with the facilitation team when a group needs a change.

The engagement system. Build and run the tracking, follow-up sequences, and check-in cadence that make our hospitality consistent. Who was contacted when, what they said, what happens next. Nothing lives only in your head.

Drift detection. Watch engagement across the network and reach out before members tell us something's wrong, wherever the signal comes from.

Member communications. A weekly update on what's happening in Agency so members know where to hop in, plus digests, announcements, Circle prompts, and member spotlights.

Event promotion. Our Facilitation Lead plans and hosts roundtables and sessions. You fill the rooms: promoting events, personally inviting the members who'd get the most from each one, and following up after.

Reporting. Bring member sentiment and engagement trends to the General Manager, with a point of view on what to do about them.

Who We're Looking For

You may be a strong fit if you:

• Are equally comfortable in a great conversation and a great spreadsheet. You love meeting people, and you love the tracking that makes the next meeting better.

• Have a genuine instinct for matchmaking. You read people quickly, see who belongs together, and can explain why in writing.

• Remember details about people and use them.

• Have real business acumen and lead with curiosity. You don't need agency experience. You need to hold your own with a successful founder by asking sharp questions and knowing business well enough to follow the answers.

• Are comfortable hosting virtual sessions and holding substantive conversations with senior founders.

• Notice when someone goes quiet and act on it without being asked.

• Write warmly and clearly.

• Like building the system you need instead of waiting for a perfect playbook.

Bonus Points

• A background in hospitality, concierge services, or high-touch client experience.

• Experience with peer groups, masterminds, or membership communities.

• Worked in or around agencies, digital marketing, media, or growth companies.

• Managed a community on Circle or similar tools.

• Worked in a startup or small team where structure was still being created.

What's In It For You

This is an opportunity to build the member experience for a high-trust private network from the ground up.

You'll work directly with agency founders, learn how they think, and play a meaningful role in the connections and groups that define their experience. You will not be one small part of a mature community machine. You'll help build the rituals, shape the matching process, and set the standard for what belonging here feels like.

Compensation includes a competitive base salary and a quarterly performance bonus tied to member engagement, onboarding activation, and the connections members actually make. Success in this role means members who show up, get value, and stay.

Why This Role Matters

Agency only works if members get real value from being in the room.

Every introduction, every placement, every check-in shapes whether a founder renews or drifts away. A great match can change someone's year. A missed signal can quietly cost us a member.

Our sales team brings the right people in. This role keeps them. It's for someone who wants to know people deeply and act on what they know. Someone organized enough to build the system, and perceptive enough to see past it.