Membership Manager

The Role…

At Soho House the Membership Manager is responsible for directly building and defining the local membership community to ensure culture, experience and profits are maximized.  A direct contact and resource for members as well as a custodian presiding over access to the club, preserving club rules and conduct. Personally, driving and maintaining the productivity of the membership committee and taking an active role in members’ events and benefits.

A successful Membership Manager at Soho House oversees the membership department and staff, supports the Head of Membership and Membership Director, and ensures membership targets are achieved and the overall experience within the House is elevated, approachable and rememberable.

Main Duties…

• Influential leader that defines local communities of creative professionals, fosters events and experiences that maintain brand integrity and promote member engagement, attraction and retention
• Strategic business 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
• Act as the ‘face’ of the house to members and all new members are met (when applicable), explaining your role and allowing them to contact you if they choose, ensure club rules are followed, especially those about drug use in the club and when necessary dispense warnings (and in more serious cases, suspensions and membership termination) for major contraventions and disrespectful or rude behavior towards staff
• Collaborate with the Head of Membership and Membership Director in the maintenance and management of a robust membership committee, spread across all the major creative industries, made up of a diverse and inclusive group of individuals, Plan as well as organize chair committee meetings (approximately every 3 months) throughout the year, to consider, discuss and review all new member applications as a group, endeavoring to accept enough numbers of suitable new members to hit budget targets.
• Gather feedback (good and bad), about 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 positive, attentiveness to service, responding positively to guest’s needs, ensuring timely resolution
• Ensure committee members are productive producing as well as generating applications, submitting forms and submissions for scheduled meetings. Manage poor performance through conversations and refresh weak committee members when necessary
• Implement members events program, helping to ensure sure that events are well planned (by the events manager) and communicated (by marketing colleagues). Make sure members can host or help with events (where applicable) as well as suggest new event formats
• When appropriate, facilitate access to the club for visiting high profile members and personalities (as well as a limited number of guests), ensuring they receive good service and enjoy their time as our guests
• Oversee team management including but not limited to recruitment, on-boarding, training, payroll and disciplinary procedures. As well as staff performance, conducting appraisals and strategize with leadership to assess staff performance and development while maintaining professional relationships.
• Adhere to health and safety policy (I.e. IIPP, worker’s comp procedures, and allergy procedures) is always followed as well as implement, monitor and enforce compliance with all Company policies, procedures, and standards and local, state, and federal law as applicable

Requirements/ Qualifications:

• Minimum of 2+ years’ relative experience with a proven track record of leading a professional, efficient, high quality, service-oriented operation
• 2+ years Management experience.
• A long-term city resident with extensive knowledge of the local area. Knowledge of local politics and has a personal network of contacts in different industries including but limited to; film, television, music, media and culinary, etc..
• Flexible schedule including weekends, holidays as well as the ability to travel and attend various social functions in the city (when applicable)
• Strong organizational and management abilities
• Daily use of the Microsoft Office Suite, Salesforce and other systems
• Adaptable in various situations and professional manner and attitude
• Friendly and approachable as well as proven acumen of written and oral communication skills
• Leadership skills to motivate and develop staff and to ensure accomplishment of goals. Able to set priorities, plan, organize, delegate, and control.
• Ability to work effectively under time constraints and deadlines.
• Passionate about the Soho House and Soho Works upholding its standards and core ethos.