Membership Account Manager, 6 Month FTC

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…
We are seeking a passionate, service-driven individual to join our Soho Support Team as Membership Account Manager on a 6 month, fixed term contract basis. Based at our London Support Office, you will be the primary point of contact for high-value members, handling all concierge requests and making proactive recommendations, managing engagement and supporting operational success. This role is focused on delivering proactive, personalised communication, providing exceptional account management, and upholding the highest standards of service excellence. The Membership Account Manager will report directly to the Group Support Director but work closely and in partnership with Group Membership Team, Soho Support and Operations Team globally, up to and include C suite.

Main Duties…
Phase 1 (Month 1-2)

• Oversee and optimise scheduling for Soho One outreach to enhance acquisition efficiency, ensuring all key meetings, events, and touchpoints are well-coordinated and productive.
• Partner with Soho One leadership on building and launching global service matrix. Solely responsible for ongoing management and updating all associated documentation and SOPs post launch.
• In partnership with Group Support Director continually review and support evolve internal processes and scheduling to improve service efficiency, consistency, and member satisfaction.
• Solely responsible for management of all functions post sales, including but not limited to onboarding, invoicing, payment allocation, subscription management and renewals. 
• In partnership with Group Membership Team provide weekly and ad hoc reports summarising member feedback and key metrics, reviewing prior progress and success, suggesting and implementing resultant corresponding 
  actions.
• Support the planning and delivery of exclusive in-person external event experiences (F1 etc), assisting with member communications, RSVP management, and on-site hosting if required.

Phase 2 (Month 3-6)

• Act as primary and dedicated concierge liaison for members, managing all requests with fast action, a solution driven approach and high attention to detail.
• Work closely with Membership, Events, F&B, Bedrooms and Operations teams globally to ensure successful end to end fulfilment of all member requests, anticipating needs and developing clear guidelines to ensure we consistently deliver service above and beyond expectation.
• Build and maintain strong relationships across all Houses and Operations Teams globally to ensure there is a globally consistent approach to servicing all One member and a responsive, closed feedback loop to support ongoing engagement, satisfaction, loyalty and retention.
• Support in building and maintaining detailed and personalised member profiles to increase engagement and spend. Maintaining accurate records of member activity and service interactions in CRM systems.

In partnership with Group Membership Team, design and deliver proactive outreach strategy for Soho One members to showcase upcoming events, benefits and exclusive offers.

Plan and manage personalised event itineraries, for both acquiring new members and upselling to existing ones, ensuring experiences align with member interests and strategic goals.

Managing fair allocation of top tier external opportunities across the membership base.

Be commercially aware and able to offer recommendations on services. Keeping up to date with all events, promotions and special offers across the business globally.

Represent the Soho House brand and values in every interaction.

Requirements/ Qualifications: 

• 2+ years’ experience within private members' clubs, luxury hospitality, concierge services, or membership based environments.
• Exceptional interpersonal, relationship building and communication skills, both written and verbal.
• Excellent time management and problem-solving skills. With the ability to collaborate cross-functionally with other departments.
• Highly organised, detail-oriented, with proven ability of managing multiple tasks and priorities under pressure, while remaining calm and composed.
• Proactive and solution driven mindset with the ability to anticipate needs and act with discretion and urgency. 
• With the ability to build rapport quickly with high-profile, high-expectation individuals.
• Passion for luxury lifestyle, hospitality, and delivering premium member experiences.
• Tech-savvy, with experience of using CRM (ideally Salesforce), or loyalty programme platforms.
• Proficient in using hospitality management tools and software including Opera, Open Table and GEM.
• Strong understanding of global concierge services and loyalty programmes.
• Passionate about the Soho House ethos and creating unforgettable experiences for our members.

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
• 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: 4641359101

Employment Type: OTHER

Posted: 2025-07-21T23:31:38