Job Description
WHO WE ARE
Soho House & Co is a collection of members' clubs, restaurants, hotels and cinemas, catering to those in the film,
media, fashion and creative industries. The company has unique ventures throughout the UK, USA, Canada, Europe
and Asia, with new openings planned globally.
THE MISSION
Soho House is a platform for creativity and a space for its diverse membership to have fun, connect, discover and grow.
Our passion is people, and we put members and our team at the heart of everything we do. We promote equality,
respect and kindness within our walls, and in every community we create around the world.
THE ROLE
At Soho House, a membership manager is responsible for directly building and defining the local membership
community to ensure the membership culture and experience are maximised. They will manage their time to handle
recruitment and outreach (30% of time), retention and member inquiries (30%) and on the floor face time with
members and their guests (40%). You will be a direct link between our members and operations, acting as a voice for
our members.
An integral aspect of the role is developing relationships and understanding the member community, their mindset
and needs, consistently being present and available on the floor, essentially dividing presence across morning, noon,
and night.
A membership manager will report into the Head of Member and Communications for the House or region, ensuring
membership targets are achieved and that the overall experience within the House is consistently high quality, friendly
and memorable. They will work cohesively with their peers in events and content to deliver the best possible
experience for all who enter our Houses or locations.
MAIN DUTIES
Provide communication strategies, training and development support.
Maintain a presence on the floor and on the reception desks to support the Houses; they will concurrently maintain relationships with the reception managers holding regular catch ups.
Fosters events and experiences that maintain the Soho House magic and warmth and promotes member engagement, attraction and retention.
Identify opportunities, create material and administer regular trainings for Front of House staff across all houses (local).
Daily review of prior nights Floor Report to ensure action items are being delegated Salesforce notes are updated (specifically for high profile members or executive team members).
Address and elevate member(s) behavioral issues and provide training strategies in dealing with those issues.
Work with Membership and L&D team by creating and maintaining content to address internal membership team performance and touch to the members.
Partner with General Managers and leadership teams by regularly communicating daily activities and any departmental instances regarding performance of Membership, Events, Content, and Reception Managers and their teams.
Partner with external and internal stakeholders by communicating and engaging all areas of the operation to support member experience; Marketing, Food & Beverage, Finance, People & Development and IT.
Work regular weekly floor shifts, producing a nightly report detailing the profile and atmosphere of the club and observations.
Address member enquiries quickly and efficiently and arranging follow up meetings when necessary.
Collaborate with the Head of Membership & Communications to support member retention YOY, reducing attrition and increasing renewal ratios as agreed to budget.
Gather feedback about the club: levels of service, facilities and member perceptions as well as participate in delivering solutions that can manage expectations and support a better experience.
Maintain attentive service, responding positively to guests needs and ensuring timely resolutions.
Facilitate access to the club for visiting high profile members and personalities ensuring they receive good service and enjoy their time as our guests.
REQUIREMENTS
Minimum of 4+ years relative experience with a proven track record of leading a professional, efficient, high quality, service-oriented operation with 2+ years Management experience
A long-term city resident with extensive knowledge of the local area
Innovatively driven and culturally in-tune to develop / foster a network and creative community
Collaborative and communicates well to provide direction / delegation to efficiently accomplish task(s) at hand
Research skills as well as exceptional organizational abilities and extraordinary relationship building skills
Ability to multitask and execute under pressure and in demanding fast-paced environments
Energetic, flexible, collaborative, a proactive; a team leader who can positively and productively impact both strategic and tactical finance, and administrative initiatives
Critical thinker and the ability to exercise good judgment and solve problems quickly and effectively
An essential part of the job is being available on a flexible schedule and being willing to work outside office hours. For example, nights, weekends and holidays (as needed and when applicable). This may or may not be required on a regular basis but is mandatory when needed.
Excellent written and verbal communication skills
Excellent critical thinking skills and the ability to exercise good judgment and solve problems quickly and effectively
PHYSICAL REQUIREMENTS
BENEFITS
WHY WORK WITH US...
Soho House offers competitive compensation packages that feature global benefits and perks. Whether youre 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.