Membership Manager - Soho House Portland

Job Description

Job Description

Scope of the Job

Job Purpose:

The Membership Manager supports the Head of Membership in all aspects of member management, focusing on new member introductions, behaviour monitoring and handling, retention monitoring, and Committee activity.

This role is hands-on and administrative, requiring strong organisational skills and attention to detail to keep all membership-related processes running smoothly. The Membership Manager will also be a key point of contact for members, ensuring timely follow-ups on any issues and helping maintain member satisfaction. They will attend Membership Committee meetings and assist in the preparation of applications for review.

Member Introductions & Onboarding

• Maintain and manage the House's member introduction calendar, ensuring all new members are properly introduced to the House, its community, and facilities.
• In partnership with Member Relations, host and lead member introductions, ensuring that all members have a warm and personal welcome and they understand our rules and values.
• Ensure accurate recording of attendance on Salesforce, following up with campaigns to ensure that all members attend. Host individual member intros for those members who couldn't attend the group sessions.

Membership Behaviour Management

• Monitor and record member behaviour, keeping detailed logs on Salesforce for future reference and updating on action has been taken.
• Flag behaviour-related issues to the Head of Membership and ensure appropriate and timely follow-ups are carried out.
• Support in ensuring all members adhere to the House rules, maintaining the standards and values of the community.

Membership Retention & Engagement

• Monitor member engagement and satisfaction, gathering feedback from members (and replying to the feedback emails) and working closely with the Member Relations and Success Team to identify potential churn risks.
• Assist in executing strategies to enhance member retention, understanding retention rates and taking action when needed.
• Play an active role in addressing member concerns and issues through feedback emails, keeping detailed records on SF and lead on follow-up actions, ensuring all concerns are addressed in a timely and professional manner. Supporting the Head of Membership in meeting and engaging with members to resolve potential problems.
• Plan and draft the monthly member outreach email – gathering information from Operations and Events teams at the House and working in collaboration with the Global Marketing team to ensure members are always up-to-date on key information and moments to help them make the most of their membership
• Facilitate ad hoc communications on an as-needed basis with support from the Global Marketing team
• Drive awareness of operational updates and key events and offers by briefing in local push notifications, to be deployed by the Global Marketing team

Membership Applications & Committee Support

• Prepare membership applications ahead of approval, ensuring any applications missing proposers have been contacted, or met if further information is needed.
• Prepare the Committee approval lists for review before each meeting.
• Attend Membership Committee meetings, taking detailed notes and providing administrative support for the Head of Membership.
• Support the Committee by scheduling regular meetings outside of Committee events with the Head of Membership and yourself

Administration & Reporting

• Maintain accurate and up-to-date member records on Salesforce and other systems, ensuring that all member behaviour and feedback is logged.
• Assist the Head of Membership with the preparation of reports and presentations on membership performance, behaviour, and retention statistics.
• Monitor key metrics related to member satisfaction, attendance at events, and retention, ensuring the Head of Membership has the necessary data to make informed decisions.

Measures of Success: Deliver

• Successful introductions of all new members
• Timeliness and accuracy of behavioural follow-ups and documentation.
• Positive feedback from members and the Membership Committee.
• Reduction in membership attrition and improved retention rates.
• Accuracy and organization of membership apps and Committee records on Salesforce.

Business Context

Reports to: Head of Membership, House

Structure: Monday to Friday at the House, 9-6, other hours as needed

Challenges / Priorities: Specific to each location/as specified in interviews and objectives/goals

Key Contacts/

GM and Ops leads

Members Relations

Regional Membership

Director Head of Events/Events managers

Stakeholders: Internal:

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.

• 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