Membership Manager - Soho House Portland

<p><strong>Scope of the Job</strong></p> <p><strong>Job Purpose:&nbsp;&nbsp;&nbsp;&nbsp; </strong></p> <p>The Membership Manager supports the Head of Membership in all aspects of member management, focusing on new member introductions, behaviour monitoring and handling, retention monitoring, and Committee activity.</p> <p>This role is hands-on and administrative, requiring strong organisational skills and attention to detail to keep all membership-related processes running smoothly. The Membership Manager will also be a key point of contact for members, ensuring timely follow-ups on any issues and helping maintain member satisfaction. They will attend Membership Committee meetings and assist in the preparation of applications for review.</p> <p>Member Introductions &amp; Onboarding</p> <ul> <li>Maintain and manage the House’s member introduction calendar, ensuring all new members are properly introduced to the House, its community, and facilities.</li> <li>In partnership with Member Relations, host and lead member introductions, ensuring that all members have a warm and personal welcome and they understand our rules and values.</li> <li>Ensure accurate recording of attendance on Salesforce, following up with campaigns to ensure that all members attend. Host individual member intros for those members who couldn’t attend the group sessions.</li> </ul> <p>Membership Behaviour Management</p> <ul> <li>Monitor and record member behaviour, keeping detailed logs on Salesforce for future reference and updating on action has been taken.</li> <li>Flag behaviour-related issues to the Head of Membership and ensure appropriate and timely follow-ups are carried out.</li> <li>Support in ensuring all members adhere to the House rules, maintaining the standards and values of the community.</li> </ul> <p>Membership Retention &amp; Engagement</p> <ul> <li>Monitor member engagement and satisfaction, gathering feedback from members (and replying to the feedback emails) and working closely with the Member Relations and Success Team to identify potential churn risks.</li> <li>Assist in executing strategies to enhance member retention, understanding retention rates and taking action when needed.</li> <li>Play an active role in addressing member concerns and issues through feedback emails, keeping detailed records on SF and lead on follow-up actions, ensuring all concerns are addressed in a timely and professional manner. Supporting the Head of Membership in meeting and engaging with members to resolve potential problems.</li> <li>Plan and draft the monthly member outreach email – gathering information from Operations and Events teams at the House and working in collaboration with the Global Marketing team to ensure members are always up-to-date on key information and moments to help them make the most of their membership</li> <li>Facilitate ad hoc communications on an as-needed basis with support from the Global Marketing team</li> <li>Drive awareness of operational updates and key events and offers by briefing in local push notifications, to be deployed by the Global Marketing team</li> </ul> <p>Membership Applications &amp; Committee Support</p> <ul> <li>Prepare membership applications ahead of approval, ensuring any applications missing proposers have been contacted, or met if further information is needed.</li> <li>Prepare the Committee approval lists for review before each meeting.</li> <li>Attend Membership Committee meetings, taking detailed notes and providing administrative support for the Head of Membership.</li> <li>Support the Committee by scheduling regular meetings outside of Committee events with the Head of Membership and yourself</li> </ul> <p>Administration &amp; Reporting</p> <ul> <li>Maintain accurate and up-to-date member records on Salesforce and other systems, ensuring that all member behaviour and feedback is logged.</li> <li>Assist the Head of Membership with the preparation of reports and presentations on membership performance, behaviour, and retention statistics.</li> <li>Monitor key metrics related to member satisfaction, attendance at events, and retention, ensuring the Head of Membership has the necessary data to make informed decisions.</li> </ul> <p><strong>Measures of Success:</strong> &nbsp;&nbsp;&nbsp;&nbsp; Deliver</p> <ul> <li>Successful introductions of all new members</li> <li>Timeliness and accuracy of behavioural follow-ups and documentation.</li> <li>Positive feedback from members and the Membership Committee.</li> <li>Reduction in membership attrition and improved retention rates.</li> <li>Accuracy and organization of membership apps and Committee records on Salesforce.</li> </ul> <p><strong>Business Context</strong></p> <p><strong>Reports to:</strong>&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; Head of Membership, House</p> <p><strong>Structure:</strong>&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; Monday to Friday at the House, 9-6, other hours as needed</p> <p><strong>Challenges / Priorities:</strong>&nbsp;&nbsp; Specific to each location/as specified in interviews and objectives/goals</p> <p><strong>Key Contacts/&nbsp;&nbsp; </strong>&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;</p> <p style="padding-left: 40px;">GM and Ops leads</p> <p style="padding-left: 40px;">Members Relations</p> <p style="padding-left: 40px;">Regional Membership</p> <p style="padding-left: 40px;">Director Head of Events/Events managers</p> <p><strong>Stakeholders:</strong>&nbsp;&nbsp;&nbsp; Internal:</p> <p><strong>Benefits...</strong></p> <p>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.</p> <ul> <li>Health Care + 401K: Full time employees are eligible for full benefits; Medical, Dental &amp; Vision as well as Retirement fund with a 2% match</li> <li>Paid Time Off: Full- Time Employees have sick day's + vacation days</li> <li>Career Development: Soho House can progress your career domestically or internationally as well as managerially or technically</li> <li>Soho Impact: Empowering the Soho House Community to make positive change, through mentoring, apprenticeship, local outreach and sustainability</li> <li>Learning &amp; Development: An extensive range of internally and externally run courses are available for all employees.</li> <li>Cookhouse &amp; 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.</li> <li>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</li> </ul> <p>&nbsp;</p>