Membership Operations Manager
Accor · London
Company Description
Coming very soon, Delano London will bring the spirit and celebrated heritage of the iconic Delano Miami Beach to London, reimagined for a new generation. Overlooking Kensington Gardens, the hotel will feature 67 rooms and suites, the legendary Rose Bar and Rose Lounge, alongside The Source wellness offering. Delano London will also be bringing their membership club to the UK for the first time.
- Delano Members' Club is a curation of the world’s most accomplished, creative and curious minds. A global community for high performers and the cultural elite. A collective of design, hospitality, and experience experts. A new generation of Member’s club brought together by the spirit of Delano.
- Delano is a place where personality, creativity and genuine connection come together. We value curiosity, individuality and a sense of fun, creating an environment where our people can be themselves while delivering thoughtful, intuitive and genuinely warm hospitality.
- Delano London is part of Ennismore, a global collective of entrepreneurial, founder-built brands rooted in creativity, culture and community, and a joint venture with Accor.
- Joining Delano London means being part of something from the very beginning. It's an opportunity to shape the next chapter of an iconic brand, work alongside an ambitious and creative team and play a part in creating a hotel and members' club that feels distinctly Delano from day one.
Job Description
- We're looking for an organised, connected and proactive Membership Operations Manager, responsible for the day-to-day delivery of the Members Club, ensuring members are onboarded properly and experience an exceptional level of hospitality whenever using the hotel or membership facilities.
- This role manages the systems, administration, financial controls and operational processes that support membership revenue and ensure the program runs seamlessly, accurately and consistently. The Membership Operations Manager oversees the full membership lifecycle from application and onboarding through to payments, renewals, access and member administration, while providing reliable reporting and operational support to the Director of Membership.
Qualifications
What we're looking for:
Minimum of 3–5 years’ relevant experience in membership operations, private clubs, luxury hospitality, subscription businesses or a comparable membership-based environment.
Strong working knowledge of CRM platforms, payment systems, member databases and operational reporting; experience with PeopleVine or similar membership platform is advantageous.
Strong financial acumen with experience in revenue reconciliation, budgeting, forecasting and performance reporting.
High level of accuracy, organisation and attention to detail, with the ability to manage multiple deadlines in a fast-paced pre-opening and operational environment.
Sound understanding of data protection, confidentiality and compliance requirements relating to member information and payment processes.
Excellent communication and stakeholder-management skills, with the ability to work effectively across hotel operations, Finance, IT and Brand teams.
Commitment to delivering discreet, personalised and exceptional service to all members while protecting the experience of resident hotel guests.
Additional Information
What's in it for you?
- The opportunity to launch Delano London and help shape the Membership experience from day one, with real influence over the culture and service style.
- Join an innovative, fast-growing, international group that's committed to not just building new hotels but building a global brand, offering plenty of opportunity for learning & development
- A health cash plan to claim money back and get access to lots of ways to support your physical & mental wellbeing
- Excellent discounts off hotels across the world within both the Ennismore and Accor portfolios
- Referral bonus for successful new team member recommendations
- Monthly team recognition, regular team events and biannual team parties