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

Influential leader driven by data driven analytics and relationships built throughout the creative community to ensure proper process, effective programs and technology are in place to support further growth and develop through membership recruitment, pipeline,processand member retention 

Creatively driven and culturally in-tune to develop / foster a network and knowledge to execute large scale events

Collaborative and communicates well to provide direction / delegation to efficiently accomplish task(s) at hand 

Research as well as exceptional organizational skills and extraordinary relationship building skills

Ability to multitask and execute under pressure and in demanding fast-paced environments

Energetic, flexible, collaborative, a proactive; a team leader who can positively and productively impact both strategic and tactical finance, and administrative initiatives 

Critical thinker and the ability to exercise good judgment and solve problems quickly and effectively

An essential part of the job is being available on a flexible schedule and being willing to work outside "office hours". For example, nights, weekends and holidays (as needed and when applicable). This may or may not be required on a regular basis but is mandatory when needed. 

Hospitality or music experience a plus nota must

Benefits...

By being part of our Soho House family, we will offer a huge number of Learning & Development opportunities as well as other benefits such as: 

Competitive salary

All houses membership

Cookhouse & House Tonic - trips,training and workshops to celebrate our passion for food and drink. 

Team Events: From fitness sessions to art classes, each month we hold a series of fun events.

An extensive range of externally and internally run courses to all employees

Family Meals during your shifts

Sport Classes

Staff Screenings