Head of Membership - Ludlow House

Job Purpose:    

The Head of Membership, Ludlow House is responsible for the development, acquisition, management and retention of members at Ludlow House. Working closely with the Regional MD, the Head of Membership leverages an extensive network across New York and the wider Manhattan area, with a demonstrated ability to build and maintain high-value relationships. This network is key to ensuring the Membership Committee is of the highest standard and that membership targets are consistently met with quality new members. An active social individual in the city, this person will be able to develop key relationships at businesses or with individuals, attracting new members into the Houses by hosting lunches, dinners and other outreach activity and events to ensure SH is the leading members club. The role requires a combination of strategic thinking, community engagement, and hands-on member management, with a minimum of two nights spent in-house each week attending or hosting key events to drive membership acquisition. The Head of Membership will lead a small team and work closely with the Membership Manager to oversee member behaviour, introductions, and retention.

Main Responsibilities

Membership Acquisition & Development ·

• Own the full membership lifecycle: acquisition, onboarding, management, and retention of all members
• Drive the quality of membership applications, ensuring that the Houses maintain a strong, vibrant, and diverse membership base aligned with its House Identity Plan
• Personally review membership applications, leading the approval process in collaboration with the Membership Committee and Membership Directors
• Create, host and attend events within the House (minimum two nights a week), fostering strong relationships with existing members and engaging prospective members to attract high-quality applications, plus monitoring member quality and profile in the House ensuring it best suits the House Identity
• Understand and deliver the membership headcount (approvals and leavers) and revenue targets and ensure these are met or exceeded through active management and outreach efforts that reflect the different objectives of each House

Membership Retention & Member Experience

• Oversee the handling of member behaviour issues, acting as a liaison between the member and Membership Behaviour Committee in case of any member disputes or behavioural concerns, ensuring proper documentation and resolution
• Work with the Membership Manager to ensure personalised engagement with members who might be at risk of leaving, ensuring they feel valued and supported through regular touchpoints and interaction
• Lead efforts to minimise churn, proactively identifying at-risk members in partnership with the MST team and addressing issues to ensure long-term retention.
• Collaborate with the events team to curate a range of member-exclusive experiences that attract high-quality applicants and enhance current member satisfaction.

Membership Committee Management

• Ensure that both Membership Committees operate at the highest standard, regularly meeting with them in between meetings to ensure they feel valued and engaged. At Committee Meetings, ensure they propose new applicants, review recent applications, and take an active interest in strategic priorities for the House including feedback
• Develop and implement innovative ideas to keep the Committee engaged, rewarded, and incentivised, ensuring they consistently contribute to the success of the House
• Provide leadership and clear direction to ensure the Committee is aligned with the House’s goals and values

Local Outreach & Strategic Partnerships

• Create and execute a robust outreach program that positions Soho House as an integral part of the local community, ensuring representation at key external events and moments in the city for both of the Houses and their own local identity
• Build strategic relationships with local businesses, credible influencers, and cultural institutions to identify gaps in the membership and proactively pursue acquisition opportunities whilst also understanding and creating a difference in approach for each Houses individual needs
• Act as an ambassador for Soho House, cultivating strong relationships outside the House to enhance our reputation and expand the potential membership

Team Management & Collaboration

• Manage and mentor the Membership Manager, ensuring they are equipped to handle member introductions, outreach, behaviour management, and administrative tasks
• Provide clear goals and KPIs for the Membership Manager, offering regular feedback and guidance to ensure high performance and job satisfaction
• Foster a collaborative, dynamic team culture in partnership with the GM/Ops team, Events team, and wider membership team including Member Relations focused on delivering exceptional member experiences and meeting targets
• Support the Membership Manager in planning monthly email headlines, to ensure members are always up-to-date on the key moments happening across Membership, Events, and Operations at the House

Reporting & KPI Tracking

• Track membership data and KPIs, including application submission rates, retention rates, churn, and revenue generation
• Understand these metrics so you can provide insights and recommendations for improvement
• Maintain an active knowledge of industry trends, competitor offerings, and local market developments to inform membership strategy and decision-making.

Experience Required:   

• High level of personal contacts and networking skills in the creative disciplines local to the House
• A highly social, outgoing individual who values personal interactions
• Strategic thinker with experience building brands
• Ability to convert contacts and connections into applications/sales
• Excellent management capability of a small team/individuals
• Strong communication skills and ability to work across teams

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.