Membership Manager - Soho House Portland
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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.
Scope of the Job
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.
Key Responsibilities
- Maintain and manage the House's member introduction calendar, ensuring all new members are properly introduced to the House, its community, and facilities.
- Host and lead member introductions, ensuring members receive a warm welcome and understand our rules and values.
- Ensure accurate attendance recording on Salesforce and follow up with campaigns to ensure member attendance.
- Monitor and record member behaviour, keeping detailed logs on Salesforce, and flag issues to the Head of Membership for follow-up.
- Support adherence to House rules and community standards.
- Monitor member engagement and satisfaction, gather feedback, and work with the Member Relations and Success Team to identify churn risks.
- Assist in executing retention strategies and address member concerns promptly.
- Draft and send monthly member outreach emails in collaboration with relevant teams.
- Prepare membership applications and Committee approval lists, attend meetings, and provide administrative support.
- Maintain accurate member records and assist in preparing reports on membership performance.
Measures of Success
Successful onboarding of new members.Timely follow-up on behavioural issues.Positive member and Committee feedback.Reduced membership attrition and improved retention.Accurate and organized membership records.Business Context
Reports to : Head of Membership, House.
Structure : Monday to Friday, 9-6, with flexibility as needed.
Key Contacts : GM, Ops leads, Members Relations, Regional Membership, Events team.
Benefits
Health Care + 401K : Medical, Dental, Vision, 2% matching retirement fund.Paid Time Off : Sick days and vacation days.Career Development : Opportunities for growth domestically and internationally.Community Engagement : Mentoring, apprenticeships, sustainability initiatives.Learning & Development : Internal and external courses.Employee Perks : Food, drink, events, team activities.Additional Details
Seniority level : Entry levelEmployment type : Full-timeJob function : OtherIndustry : HospitalityJ-18808-Ljbffr