Membership Manager - Soho House West Hollywood

Job Description

Job Description

Scope of the Job

The Membership Manager supports the Head of Membership and the site in delivering across member acquisition and retention , as well as all aspects of member management. This includes new member introductions, behaviour monitoring and handling, retention monitoring, and Committee activity. The 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.

Main Duties...

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. The goal is to reach a 100% completion rate, and the local team is responsible for creating a strategy and executing it to ensure this gets done.
• In partnership with Member Relations, host and lead member introductions, ensuring that all members have a warm and personal welcome and 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 that has been taken.
• Flag behaviour-related issues to the Head of Membership and ensure appropriate and timely follow-ups are carried out. Ensure information is passed along to the Head of Membership for follow-up when the Head of Membership is not present in the House.
• 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, in person and via email. Ensure that there is presence on the floor during busy times, to gather feedback and look after members. Time on floor should be in peak hours, 2 hours a day. 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

• Regularly meet applicants throughout the quarter to ensure all potential applicants have been contacted in advance of approvals.
• Ensure Committee members are submitting applicants in advance of Committee meetings by following up consistently with one-on-one meetings and engaging through appropriate channels (e-mail, committee chat groups, etc.).
• 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.
• Ensure that membership emails and member requests are responded to and escalated in a timely manner.
• Actively support the Head of Membership with day-to-day tasks, both administrative and on the floor at the House, to ensure the Head of Membership can focus on outreach strategy and action.

Membership Growth and Targets

• Understand membership numbers and targets across leavers, acceptances, renewal groups, etc.
• Assist with the Head of Membership's outreach initiatives; if attending events or hosting events, provide recaps to ensure application numbers are being met.

Working Hours

• Suggested schedule is subject to change based on business needs, with membership presence required for large events, New Member Inductions, and during the weekend at busy or activated times at the House.

Experience Required

• Strong organisational and administrative skills, with experience in managing calendars and member records in Salesforce.
• Experience with CRM systems, particularly Salesforce, is highly desirable.
• Excellent interpersonal and communication skills, with the ability to interact confidently and professionally with a wide range of people.
• Strong attention to detail, particularly when preparing documents and recording member behaviour or feedback.
• A proactive and problem-solving mindset, with the ability to handle sensitive situations with discretion and professionalism.
• A strong network and understanding of the creative industries is important, enabling engagement with members and potential new applicants in relevant communities.
• An interest in hospitality or private members' clubs would be an advantage.

Physical Requirements

• Must be able to seize, grasp, turn and hold objects with hands.
• Must be able to work on your feet for at least 8 hours.
• Fast paced movements are required to go from one part of the club to others.
• Must be able to move, pull, carry, or lift at least 50 pounds.
• Occasionally kneel, bend, crouch and climb as required

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.
• Team Meal: Whilst on duty in our Houses & Restaurants you will be provided with a substantial meal free of charge.

In accordance with California law, the salary range for this role if filled within California is listed below. The range for the position in other geographies may vary based on market differences. The actual compensation will be determined based on experience and other factors permitted by law.

Pay Range

$80,000—$90,000 USD