Head of Experience

About Drawing Room

Drawing Room is a creative community hub with two locations in New York City—Williamsburg and Midtown—where individuals engage in drawing, painting, sculpting, and other creative activities through structured 8-week programs, workshops, clubs, and social events. With plans for rapid expansion, Drawing Room is looking to enhance the overall member experience as it grows.

Role Overview

The Head of Experience is responsible for managing the overall member experience and operational quality across both studios. This senior leadership role reports directly to the founder and partners closely with the Head of Learning, participating in seasonal planning sessions. The incumbent ensures a welcoming atmosphere, oversees daily operations, manages a host team, and drives member satisfaction and retention metrics.

Key Responsibilities

• Own the member journey and retention efforts by ensuring members feel connected, supported, and engaged via Open Hours, the Art Library, member communications, and community events.
• Maintain consistent quality during day-to-day studio operations and events by conducting regular walkthroughs and setting performance standards.
• Recruit, train, supervise, and develop a team of 12 to 15 hourly hosts, including managing schedules, coverage, and leadership among senior hosts.
• Coordinate the daily management of clubs, gatherings, member orientations, and showcases to foster strong community engagement, while larger events are handled by a dedicated Events Manager.
• Oversee digital and physical experience systems, including cash handling procedures, collaborating with Studio and Member Coordinators responsible for inventory, facilities, and communications.
• Provide regular updates to the founder through weekly check-ins and contribute to monthly leadership reviews.

Candidate Profile

• 3 to 5+ years of experience managing member- or guest-facing operations in sectors such as boutique fitness, hospitality, studios, membership clubs, or retail.
• Proven ability to hire, mentor, and manage hourly staff effectively, including delivering candid feedback and fostering a positive team environment.
• A calm and steady presence in dynamic environments, with strong attention to detail and adherence to operational checklists.
• Strong instincts for assessing and shaping experiences that encourage membership retention and satisfaction.
• Experience managing retention or conversion metrics related to memberships or customer engagement.
• Warmth and natural hospitality in member interactions, ensuring genuine connection rather than performative service.
• Willingness and ability to be physically present at both NYC locations consistently.
• Passion for creativity, making, and building a vibrant community.

Additional Information

• Status: Full-time, salaried, exempt position.
• Compensation: Annual salary between $70,000 and $75,000 based on experience.
• Benefits: Up to $600 per month provided as a tax-free Individual Coverage Health Reimbursement Arrangement (ICHRA) toward a health plan chosen by the employee.
• Paid time off includes vacation, sick leave, and holidays.
• Work location: Onsite at both NYC studios (Williamsburg and Midtown), with a fixed weekly coordinating day alongside leadership.
• Staff perks: Access to Drawing Room’s open hours, workshops, guest passes, and staff discounts.
• Environment requires removal of shoes upon entry; indoor socks or slippers must be worn.
• Recruitment is ongoing and candidates who apply earlier will have priority; the role is expected to start as soon as possible.

Studio Locations

• Midtown: 247 W 30th St, #9R, New York, NY 10001 (9th floor, elevator access)
• Williamsburg: 101 N 10th St, #206, Brooklyn, NY 11249 (2nd floor, elevator and stairs access)

Contact

Text-only line available during studio hours: (332) 291-8580
Email communications: info@nycdrawingroom.com
Responses are typically given within 24–48 hours.