Description
As the Growth and Retention Membership Manager - UK & Ireland, you will be responsible for curating and growing the Cities Without Houses (CWH) Membership in smaller, growing CWH cities across the UK and Ireland.
You will manage and handle recruitment, retention, member enquiries, communications, and overall administrative duties.
Key Responsibilities:
- Membership & Admin: Monitor and meet all intake targets by quarter and build a strong waitlist. Review membership applications across CWH Growth cities to ensure all new members meet Soho House values and requirements.
- Oversee membership administration, ensuring all internal processes are followed, and manage member data through CRM systems such as Salesforce.
- Manage day-to-day member queries and be the point of contact for members in growth cities.
- Review and monitor Growth Cities to identify potential cities for future Houses and/or to start programming events.
- Observe member habits, feedback, and engagement patterns to identify opportunities for acquisition, engagement, and retention and to improve member experience.
- Travel will be required to support membership growth, retention, and programming and key market moments.
Communications:
- Execute a regular communications plan that keeps members informed, engaged, and excited about their benefits and reinforces the value of their membership across the UK.
- Partner with the comms manager to create Growth City-specific servicing communications.
- Partner with the CRM team to build a tailored and personalised communications approach for CWH Growth Cities.
Member Behaviour & Support:
- Handle member concerns and behavioural issues across CWH Growth Cities, making difficult calls when necessary, and documenting the outcomes in line with Soho House policies.
- Coordinate with House teams to facilitate member and prospective member requests and arrange appropriate goodwill for members.
Regional Retention Operationalisation:
- Work alongside the project team to create and manage reports to track churn, intakes, chasing members across all CWH Cities, including Growth Cities.
- Review these reports weekly and project manage the CWH UK membership teams on their outreach.
- Work alongside the member success manager and comms manager to manage campaigns and how membership efforts sit alongside existing processes and communications.
Events:
- Partner with Events Producers to team on programming strategy and execution within assigned markets, including identifying relevant cultural moments, member interests, and opportunities for acquisition and retention.
Collaboration with Wider Membership Team, Projects Team, and Member Success:
- Participate in membership calls, meetings, and brainstorms to share best practices and ideas.
- Work closely with all key stakeholders to ensure consistent member engagement and a high-quality member experience.
Benefits:
- Competitive compensation packages
- Annual Every House Membership
- 50% off Food & Drink, 7 days a week
- Staff Room Rates
- Private Health and Dental Care
- Weekly Pay
- Life Assurance
- Up to 50% Staff Discount on Cowshed & Soho Home
- In Office Dog Policy on Fridays
- 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: unique food and drink trainings, events, and opportunities to inspire and educate.
- Continuous training to develop yourself personally and professionally.
- Exclusive access to 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.