Membership Manager

 

The vibe …  

At Soho House culture is everything and we believe that our Houses are only as good as the people who work within them. Whether it’s a private members’ club, hotel, restaurant, spa or gym each of our sites has its own style and atmosphere. We aim to make sure that all our guests and members have a great time and we firmly believe it’s our people who make that happen.  

The Role… 

At Soho House the Membership Manager is responsible for directly building and defining the local membership community to ensure the membership culture, experience and sales are maximised. They will manage their time to handle recruitment and acquiring (30% of time), communications, retention and member inquiries (30%) and on the floor face time with members and their guests (40%). You will be a direct link between our members and operations, acting as a voice for our members. 

An integral aspect of the role is developing relationships and understanding the member community, their mindset and needs, consistently being present and available on the floor, essentially dividing presence across morning, noon, and night. 

A membership manager will report into the Head of Member and Communications for the House or region, ensuring membership targets are achieved and that the overall experience within the House is consistently high quality, friendly and memorable. They will work cohesively with their peers in events and content to deliver the best possible experience for all who enter our Houses or locations. 

Main Responsibilities 

• Foster events and experiences that maintain the Soho House magic and promotes member engagement 

• Act as the face of the House to members and be available to respond positively to all inquiries and needs of our guests and ensure timely resolutions to any issues they may have 

• Daily evaluation of membership applications; competent on Salesforce platform where applications are held 

• Schedule and host member introductions to House rules and amenities 

• Liaise when necessary to resolve any issues with cards, payments or applicant paperwork 

• Monitor atmosphere and ambience; ensure that the service and attention our members and guest receive starts at reception and is consistently of top quality throughout their visit 

• Work regular weekly floor shifts, producing a nightly report detailing the profile and atmosphere of the club and observations 

• Host coffee chats, dinners and events for and with members to ensure consistent connection with the membership 

• Partner with all internal stakeholders by communicating and engaging all areas of the operation to support the member experience, including the marketing, food and beverage, finance, people and development and IT teams 

• Address membership enquiries quickly and efficiently and arrange follow up meetings when necessary 

• Collaborate with the head of member and communications to support member retention YOY, reducing attrition and increasing renewal ratios as agreed to budget 

• Gather feedback about the club (levels of service, facilities and member perceptions) as well as participate in delivering solutions that can manage expectations and support a better experience 

• Facilitate access to the club for visiting high profile members and personalities (as well as a limited number of guests), ensuring they receive good service and enjoy their time as our guests 

• Connect and network with the local creative community to build awareness about the House and support the recruitment of new members 

• Manage member behaviour reports daily; escalate to People & Development partners when necessary 

• Support Head of Membership & Communications with the hosting of committee meetings on a quarterly basis 

• Introduce members to the key people and line staff within the House 

 

  

What we are looking for...  

•  3- 5 years experience in customer management 

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