Membership Manager

Who we are...
Soho House & Co is a collection of members' clubs, restaurants, hotels and cinemas, catering to those in the film, media, fashion and creative industries. The company has unique ventures throughout the UK, USA, Canada, Europe and Asia, with new openings planned globally.
The Mission...
Soho House is a platform for creativity and a space for its diverse membership to have fun, connect, discover and grow. Our passion is people, and we put members and our team at the heart of everything we do. We promote equality, respect and kindness within our walls, and in every community we create around the world.
The Role...
At Soho House, a membership manager is responsible for directly building and defining the local membership community to ensure the membership culture and experience are maximised. They will manage their time to handle recruitment and outreach (30% of time), 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 Duties...

+ 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 and collate reports daily; escalate to People & Development partners when necessary; follow up with member when appropriate
+ 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
+ May require working beyond normal office hours, including nights and weekends, depending on business needs
+ Required to spend time each day on the floor of the relevant House and to be present for members and support team members

Requirements
Requirements/ Qualifications...

+ Minimum of 3+ years' relative experience with a proven track record of leading a professional, efficient, high quality, service-oriented operation
+ 1+ years Management experience
+ A long-term city resident with extensive knowledge of the local area
+ Strong organisational and management abilities
+ Daily use of the Microsoft Office Suite, Salesforce and other systems
+ Friendly and approachable as well as proven acumen of written and oral communication skills
+ Ability to work effectively under time constraints and deadlines
+ Passionate about Soho House and Soho Works and upholding its standards and core ethos
+ Culturally aware, with finger on the pulse

Benefits
Why work with us...
Soho House offers competitive compensation packages that feature global benefits and perks. Whether you're seeking entry-level employment or a new opportunity to expand your profession, we offer training to develop the technical and managerial skills necessary to enhance your career.

+ Health Care + 401K: Full time employees are eligible for full benefits; Medical, Dental & Vision as well as Retirement fund with a 2% match
+ Paid Time Off: Full- Time Employees have sick day's + vacation days
+ Career Development: Soho House can progress your career domestically or internationally as well as managerially or technically
+ Soho Impact: Empowering the Soho House Community to make positive change, through mentoring, apprenticeship, local outreach and sustainability
+ Learning & Development: An extensive range of internally and externally run courses are available for all employees.
+ Cookhouse & House Tonic: Celebrating our passion for food and drink. Check out our monthly calendars and get involved in trips, training's and events. Available to all.
+ Team Events: From fitness sessions to cinema screenings and art classes, each month we hold a series of fun events which you can sign up to.
+ Family Meal: Whilst on duty in our Houses & Restaurants you will be provided with a substantial meal free of charge.