The Role…

Soho House is seeking a Member Success Manager to lead our global membership engagement and retention efforts, ensuring our members have an exceptional experience throughout their membership journey and that all methods of driving retention have been undertaken. This role will support all Houses globally, with the ideal candidate being responsible for working in partnership with global teams, to develop and implement innovative global retention strategies.  They will manage a team and working cross-functionally with other departments to maximise engagement opportunities across the membership lifecycle.

A successful Member Success Manager will partner and collaborate across membership and operations departments within the Houses, and with Soho Support, digital and communications teams, to ensure we have a joined-up approach across the end to end journey of a member. This role is responsible for overseeing a globally consistent onboarding experience for members, engagement metrics and initiatives and ensuring any potential leavers are personally contacted, understanding their reasons for leaving and ensuring regular reporting is distributed across the business for complete understanding of trends.

The Member Success Manager is responsible for engagement and retention globally, reporting to the Global Support Director and working with Membership teams across all regions in which Soho House operates. You will report to the Group Membership Director, working closely with all regional membership directors and Soho Support leaders.

Main Duties…

Strategy and Team Development

• Develop and implement efficient, innovative and creative engagement and retention strategies across all stages of the membership lifespan, to support teams globally deliver membership targets.
• Create scalable, globally applicable processes which account for an evolving membership base; seeking out opportunities to increase revenue, and improve processes, within current structures.
• Lead and manage a small team, with a large scope of responsibility, curating a diligent and creative team culture.
• Introduce and utilise team KPIs and individual success metrics, incentivising a result driven, high performing team.
• Collaborate with other departments such as regional membership, operations, communications and projects and processes, to ensure a considered cross functional approach to the end-to-end member experience.
• Work on ad hoc projects to support wider business needs and those set by Group Membership Director and Global Support Director.

Member Engagement and Retention

• Create a culture of delivering exceptional member experience to incentivise engagement and retention; ensure each individual member’s experience is consistent, yet personal. Identifying and resolving any potential glitches or pain points (such as payment issues) which may affect overall experience.
• Work with regional membership teams to support localised retention efforts both on an ad hoc and ongoing basis. Ensure strategy is globally consistent but nuanced and operationally viable for each House and region.
• Support engagement and retention efforts for new openings, delivering ‘hyper care’ strategy for Houses in their initial period pre and post opening.
• Monitor member satisfaction and respond accordingly to patterns and trends using a wide range of inputs, e.g. campaign responses, surveys, member and team feedback.

Data and Reporting

• Provide weekly and ad hoc reports summarising key metrics, reviewing prior progress and success, suggesting and implementing resultant corresponding actions.
• Confidently present accurate and insightful, data-led findings on retention and engagement to all parts of the business, including senior leadership up to and including C-Suite.
• Work closely with the data team to ensure reporting is based on a nuanced and thorough understanding of retention, prioritising interesting and actionable outcomes.
• Develop and expand ongoing projects, for example the ‘churn’ model and other related pieces of work.

What We Are Looking For... 

• 5+ years of experience in member retention, customer success or a membership organisation.
• Experience managing a team of people
• Strong analytical skills and experience with data analysis including working with Salesforce or a comparable CRM platform
• Excellent communication and interpersonal skills, including strong skills in producing clear presentations for both internal and external use.
• Ability to collaborate cross-functionally with other departments
• Proven track record of developing and implementing successful retention strategies
• Familiarity with the hospitality industry is a plus
• Further education in business, marketing, or a related field

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.

• Every House Membership
• Free lunch at Store X Café in 180 Strand Mondays & Fridays
• 50% off Food & Drink, 7 days a week
• Staff Room Rate; Any Bedroom, Any House, $100 a night
• Private Health and Dental Care
• Life Assurance
• Birthday Day Off
• Up to 50% Staff Discount on Cowshed & Soho Home
• Dog Policy
• Season Ticket Loan
• Christmas Office Closure
• In conjunction with Soho Impact, take 2 days paid a year to support a charity of your choice.
• Free Counselling Sessions
• Cookhouse & House Tonic: Our Cookhouse & House Tonic programmes offer unique food and drink trainings, events and opportunities to inspire and educate.
• Continuous training to develop yourself personally and professionally
• Exclusive access to our benefits platform with hundreds of discounts on shopping, gym memberships, holidays, insurance and much more
• 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.