Growth and Retention Membership Manager - UK & Ireland
Soho House & Co. · London
The Role..
As the Membership Manager - Growth Cities UK and Ireland (MM) you will be responsible for curating and growing the Cities Without Houses (CWH) Membership in our smaller, growing CWH cities across the UK and Ireland. You will manage and handle recruitment, retention, member
enquiries, communications, and overall administrative duties.
As the MM you will oversee all aspects of the member experience from inductions through to regional communications. You will also be the day to day contact for your members managing member enquiries and being the voice of these growth cities internally within Soho House.
You will report into the Head of Memberships for both these regions ensuring membership targets are achieved and that the overall member experience is consistently high quality, friendly and memorable. In this role you will support the regional membership team to help operationalise retention efforts. This will involve checking the weekly reports for renewals, new joiners, chasing payments etc and liaising with MMs in our key cities for outreach.
This will involve creating reports, excel documents and updating our membership platform Salesforce. You will work closely with our member success team and our comms manager to pilot and rollout initiatives that deliver on our retention goals. A working understanding of salesforce will be beneficial but not mandatory but you will need to be willing to upskill. A good working knowledge of excel and/or project management skills would also be advantageous.
This role is for someone highly organised, data driven and results focused. Its about coming up with time and resource efficient initiatiaves that can be rolled out as scale and can be tracked and reported.
This role is London based
Key Responsibilities..
Membership & Admin
- Monitor and meet all intake targets by quarter and build a strong waitlist
- Review membership applications across our CWH Growth cities to ensure all new members meet our Soho House values and requirements.
- Oversee membership administration, ensuring all internal processes are followed, and manage member data through CRM systems such as Salesforce.
- Manage day to day member queries and be point of contact for members in growth cities
- Review and monitor Growth Cities to identify potential cities for future Houses and/or to start programming events
- Observe member habits, feedback and engagement patterns to identify opportunities for acquisition, engagement and retention and to improve member experience
- Travel will be required to support membership growth, retention and programming and key market moments
Communications
- Execute a regular communications plan that keeps members informed, engaged, and excited about their benefits and reinforces the value of their membership across UK
- Partner with comms manager to create Growth City specific servicing communications
- Partner with CRM team to build a tailored and personalised communications approach for CWH Growth Cities
Member Behaviour & Support
- Handle member concerns and behavioural issues across CWH Growth Cities, making difficult calls when necessary, and documenting the outcomes in line with Soho House policies.
- Coordinate with House teams to facilitate member and prospective member requests and arrange appropriate goodwill for members
Regional Retention Operationalisation
- Work alongside the project team to create and manage reports to track churn, intakes, chasing members across all CWH Cities including Growth Cities
- Review these reports weekly and project manage the CWH UK membership teams on their outreach
- Work alongside the member success manager and comms manager to manage campaigns and how membership efforts sit alongside existing processes and communications
Events
- Partner with Events Producers to team on programming strategy and execution within assigned markets, including identifying relevant cultural moments, member interests and opportunities for acquisition and retention
Collaboration with Wider Membership Team, Projects Team and Member Success
- Participate in membership calls, meetings, and brainstorms to share best practices and ideas.
- Work closely with all key stakeholders to ensure consistent member engagement and a high-quality member experience.
Benefits…
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 grow your career.
- Annual Every House Membership
- 50% off Food & Drink, 7 days a week
- Staff Room Rates
- Private Health and Dental Care
- Weekly Pay
- Life Assurance
- Up to 50% Staff Discount on Cowshed & Soho Home
- In Office Dog Policy on Fridays
- Season Ticket Loan
- Christmas Office Closure
- In conjunction with Soho Impact, take 2 days paid a year to support a charity of your choice.
- Free Counselling Sessions
- Cookhouse & House Tonic: Our Cookhouse & House Tonic programmes offer unique food and drink trainings, events and opportunities to inspire and educate.
- Continuous training to develop yourself personally and professionally
- Exclusive access to our benefits platform with hundreds of discounts on shopping, gym memberships, holidays, insurance and much more
- 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.