Soho House & Co. Membership Manager in New York, New York
Who We Are…
We are 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. Soho House is a space for its diverse membership and teams to connect, grow, have fun and make an impact.
Opportunities for all…
Soho House was created to bring diverse communities of people together, and we take the same approach when building our teams. We thrive on differences and believe it is critical to our success as a global company. Soho House is proud to be an equal opportunity workplace that seeks to recruit, develop and retain the most talented people from a variety of backgrounds, perspectives, and skills. We therefore encourage applications from all genders, races, religions, ages and sexual orientations, as well as parents, veterans, people living with disabilities, and any other groups that could bring diverse perspectives to our business.
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 maximized. 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. The Membership Manager must develop and foster a diverse and inclusive network at all times.
Membership Manager will report into the Head of Member and Communications for the 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.
Foster events and experiences that maintain the Soho House magic and promotes member engagement
Act as the face of the House to members and be available to respond positively to all inquiries and needs of our guests and ensure timely resolutions to any issues they may have
Daily evaluation of membership applications; competent on Salesforce platform where applications are held
Schedule and host member introductions to House rules and amenities
Liaise when necessary to resolve any administrative issues including cards, payments or applicant details
Monitor atmosphere and ambience; ensure that the service and attention our members and guest receive starts at reception and is consistently of top quality throughout their visit
Work regular weekly floor shifts, producing a nightly report detailing the profile and atmosphere of the club and observations
Host coffee chats, dinners and events for and with members to ensure consistent connection with the membership
Partner with all internal stakeholders by communicating and engaging all areas of the operation to support the member experience, including the marketing, food and beverage, finance, people and development and IT teams
Address membership enquiries quickly and efficiently and arrange follow up meetings when necessary
Collaborate with the Head of Membership and Communications to support member retention YOY, reducing attrition and increasing renewal ratios as stated in 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
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
Connect and network with the local creative community to build awareness about the House and support the recruitment of new members
Manage member behavior and collate reports daily; escalate to People & Development partners when necessary; follow up with member when appropriate
Support Head of Membership & Communications with the hosting of committee meetings on a quarterly basis
Introduce members to the key people and line staff within the House
May require working beyond normal office hours, including nights and weekends, depending on business needs
Required to spend time each day on the floor of the relevant House and to be present for members and support team members
Minimum of 3+ years relative experience with a proven track record of leading a professional, efficient, high quality, service-oriented operation.
1+ years Management experience
A long-term city resident with extensive knowledge of the local area
Strong organizational and management abilities
Daily use of the Microsoft Office Suite, Salesforce and other systems
Friendly and approachable as well as proven acumen of written and oral communication skills
Ability to work effectively under time constraints and deadlines
Passionate about Soho House and Soho Works and upholding its standards and core ethos
Culturally aware, with finger on the pulse
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.
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.