Member Success Coordinator, Resignations & Renewals

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 Role…

The Member Success Coordinator plays a key role in strengthening member relationships and driving retention at Soho House. This role is primarily responsible for managing all membership resignation and renewal requests, approaching each interaction with a proactive, positive, and sales-driven mindset.

The ideal candidate is highly personable, solutions-oriented, and confident in articulating the value of Soho House membership. They will work closely with internal teams to address member concerns, identify opportunities to re-engage, and convert potential resignations into successful renewals—ensuring members feel heard, valued, and excited to remain part of the community.

Main Duties…

• Act as the primary point of contact for all membership resignation, renewal, and retention-related enquiries
• Proactively engage members considering resignation by phone and email to understand motivations, address concerns, and present tailored solutions
• Confidently communicate the value, benefits, and evolving offerings of Soho House to encourage renewals
• Use a consultative, sales-driven approach to convert potential resignations into successful renewals or downgrades/freezes where appropriate
• Build positive, trust-based relationships with members through empathetic, high-touch communication
• Identify trends and recurring feedback from resignation requests and share insights with leadership
• Collaborate closely with Membership, Finance, and House teams to resolve issues impacting member satisfaction
• Accurately process renewals, cancellations, freezes, and account updates within Salesforce
• Maintain detailed and up-to-date records of member interactions and outcomes, as per departmental SOPs
• Follow up with members post-resolution to reinforce relationships and ensure satisfaction
• Meet or exceed individual and team retention and renewal targets

Requirements/ Qualifications:

• 3+ years’ experience in customer service, member relations, sales, or account management (hospitality or luxury lifestyle brands preferred)
• Strong sales and persuasion skills, with the ability to confidently handle objections and influence positive outcomes
• Demonstrated success in retention, renewals, upselling, or relationship-based sales
• Exceptional verbal and written communication skills with a warm, professional, and personable approach
• High emotional intelligence with the ability to empathise, listen actively, and respond thoughtfully to member concerns
• Ability to maintain a positive, solutions-focused attitude when managing sensitive, high-stakes conversations or complaints
• Strong organisational and time-management skills, with the ability to manage high volumes of requests efficiently
• Detail-oriented with experience accurately updating CRM or membership management systems (Salesforce experience preferred)
• Target-driven mindset with the ability to work toward individual and team KPIs
• Comfortable working cross-functionally with internal teams to resolve issues and improve member experience
• Ability to adapt communication style to different member profiles and situations
• Discretion and professionalism when handling confidential member information
• Passion for hospitality, lifestyle brands, and delivering elevated, personalised service
• Flexibility to work varied schedules as needed in a dynamic, member-focused environment

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.

• Discounts at Soho House globally, as well as Soho Home and Cowshed
• Soho Friends Membership
• Enhanced Pension Scheme
• Private Health and Dental Care
• Cycle to Work Scheme/Season Ticket Loan
• In conjunction with Soho Impact, take 2 days paid a year to support a charity of your choice.
• Cookhouse & House Tonic: Our Cookhouse & House Tonic programmes offer unique food and drink trainings, events and opportunities to inspire and educate.
• 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.

Client-provided location(s): London, United Kingdom

Job ID: 4742202101

Employment Type: OTHER

Posted: 2025-12-22T18:29:34